Technical Support Team Lead

Looking for a Technical Support Team Lead

We're hiring for a Technical Support Team Lead join a growing managed services provider delivering high-impact cloud, infrastructure, and cybersecurity solutions across North America. 

 Who You Are: 
You are a seasoned IT professional who thrives in fast-paced environments where you can take ownership of infrastructure, oversee day-to-day operations, and support both internal teams and clients. You partner closely with your team and business stakeholders to ensure high-quality service delivery, strong team performance, and continuous improvement across the organization. 

 Work Type 

• Fully Onsite – 5 days a week in-office 
• Location: Toronto, ON  
• Vacancy Type: This is a newly created position  

Requirements

 What You'll Do: 

• Lead and oversee the daily operations of the Technical Support Team, ensuring consistent, high-quality client support. 
• Act as a senior escalation point, driving resolution of complex technical issues and maintaining client satisfaction. 
• Coordinate, delegate, and prioritize team workloads based on skill sets, capacity, and SLAs. 
• Track, monitor, and report on team SLAs, workflows, KPIs, and performance metrics. 
• Provide direct people leadership, including coaching, training, onboarding, performance evaluations, and ongoing development. 
• Lead training sessions to ensure the team stays current on technologies, standards, and best practices. 
• Support both internal stakeholders and external clients through phone and email communication. 
• Create, maintain, and continuously improve technical documentation, support materials, and self-service resources. 
• Implement preventive measures to reduce recurring issues and improve long-term system stability. 
• Review and improve support processes, policies, and documentation to drive operational efficiency. 
• Provide clear communication and feedback loops on incidents, escalations, and resolutions to leadership and clients. 

 What We're Looking For (Our Wishlist): 

• 5+ years of experience as a Systems Administrator/Engineer, preferably in an MSP or consulting environment 
• Strong hands-on technical background with the ability to troubleshoot, investigate, and resolve complex issues 
• Strong hands-on expertise with Microsoft 365, including Exchange Online, Azure AD, Intune, Defender, etc.  
• Solid experience supporting and administering Windows Server environments, including Active Directory, Group Policy, and core server services  
• Hands-on experience with virtualization (VMware or Hyper-V) 
• Strong foundational knowledge of networking, including TCP/IP, DNS, DHCP, VLANs, firewalls, switches, and Wi-Fi 
• Strong knowledge of security best practices, incident response, and forensics 
• Excellent communication and client-facing skills, able to simplify complex technical concepts 
• Certifications (Microsoft, VMware, security-related) are a strong asset 
• A proactive, ownership-driven mindset with demonstrated experience coaching and mentoring technical talent 

What Makes This Role Exciting? 

• Impactful Work – Hands-on technical role with real leadership impact
• Variety of Challenges – From on-prem migrations to Azure solutioning and incident response, no two days are the same 
• Collaboration & Autonomy – Enjoy a balance of team support and independent ownership 
• Career Growth – Opportunities to work on larger-scale projects, emerging tech, and innovation-driven initiatives 

Benefits

• Base Salary: $85,000 – $105,000  
• Paid Time Off & Benefits Package (Medical, Dental, Vision Coverage)
• Professional Development: Certifications and learning reimbursement for relevant skills 

 Ready to Build the Future of Infrastructure? Apply Now 
At STACK IT Recruitment, we connect top talent with standout opportunities. If you meet at least 70% of the qualifications, we encourage you to apply, we'd love to chat 

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We're committed to diversity and inclusion. Need accommodation during the hiring process? Let us know, we're here to support you 

AI Use Disclosure: 
STACK IT uses AI-enhanced tools to support initial candidate screening and interview note analysis. All assessments and hiring decisions remain human-led.