IT Support, Team Lead

Team Lead, IT Support Services (Full-time, permanent)
Pay: Starting from $95,000/year
Location: Vancouver

Smythe LLP (Smythe) is looking for a collaborative and experienced Team Lead, Support Services to join our DBS (IT) team. This role provides leadership and direction to the IT Support Services function, ensuring high-quality, responsive technical support across the firm while contributing to continuous improvement, standardization, and team development.

Our firm

Smythe LLP is a leading professional services firm with offices in Vancouver, North Vancouver, and Langley. Since 1980, Smythe has supported clients in BC, across Canada, and internationally with accounting, assurance, taxation, insolvency and advisory services. We are a proud member of Allinial Global, one of the largest international accounting networks.

Our team of over 200 professionals and support staff work together to build meaningful connections, provide expertise, and deliver enduring value to our clients.

The opportunity

As Team Lead, Support Services, you will oversee the day-to-day operations of the IT support function while acting as an escalation point for complex issues. You will balance hands-on technical involvement with people leadership, coaching, and process improvement. You understand both the technical environment and the importance of service excellence in a professional services firm.

As the Team Lead for Support Services, you will play a pivotal role in ensuring reliable and high-quality IT support that keeps our firm running efficiently. If you are a technically skilled leader who thrives on helping others and continuously improving processes, we encourage you to apply and help us elevate our IT support capabilities to the next level.

You are an organized, steady leader who can prioritize competing demands, support your team under pressure, and continuously improve how IT services are delivered.

Your day-to-day

• Team Leadership: Lead, mentor, and develop a small IT support team (2 support analysts). Manage team workload and performance through coaching, feedback, and training initiatives. Ensure the team is providing proactive support interactions.


• Help Desk Operations: Oversee daily help desk activities ensuring timely resolution of service requests. Act as a “player-coach” by providing hands-on support when needed, especially for high-priority or complex technical issues.


• Systems & Account Administration: Manage user accounts and access permissions across the firm. Includes administering identity management and Microsoft 365 cloud services (Exchange Online for email, Microsoft Teams, SharePoint/OneDrive for collaboration, Defender security suite, Entra ID/Azure AD for identity), in partnership with Senior Infrastructure Administrator.


• Endpoint Management & Security: Maintain and secure all end-user devices and endpoints. Use tools like Microsoft Intune (Endpoint Manager) - deploy software updates, security patches, and new applications, ensuring workstations and mobile devices are up-to-date and compliant.


• Incident Escalation & Problem Solving: Serve as the top escalation point for complex or high-impact support issues. Troubleshoot and resolve a wide range of problems spanning hardware, software, and cloud services. Communicate root causes and resolution steps clearly to both technical staff and non-technical stakeholders. Identify recurring issues and work on permanent solutions to prevent future incidents.


• Process Improvement & Documentation: Maintain and continuously improve IT support processes and documentation. Develop internal guides, knowledge base articles, and standard operating procedures to enable efficient issue resolution and user self-service. Regularly review support tickets to identify trends or gaps in documentation adjusting processes and coordinating with leaders across the firm to reduce repeat inquiries.


• Onboarding/Offboarding Coordination: Coordinate technology setup for new hires and account deprovisioning for departures. Oversee the onboarding process to ensure new employees receive the proper hardware, accounts, and access permissions on Day 1. Likewise, ensure departing staff have access removed promptly and equipment is returned, following firm policies for security and data retention.


• Project Collaboration: Work closely with IT leadership and other IT team members on system upgrades, deployments, and firm-wide technology projects. Provide input on support considerations for new technology rollouts and lead the support team in the operations handover prior to launch.


• Vendor Management: Liaise with external vendors and service providers for specialized support and warranty claims. Escalate issues to third-party vendors (hardware manufacturers, software vendors) as needed and follow through to resolution.


• Customer Service & Communication: Champion a customer-focused approach in all support activities. Ensure the support team delivers friendly, professional service and communicates effectively with employees at all levels.


• Continuous Improvement & Learning: Promote a culture of continuous improvement and learning within the support team. Encourage team members to stay current with new tools and IT best practices, and lead by example by pursuing your own professional development.

Qualifications and Skills

• Experience: 6+ years of experience in IT support or service desk environments, including at least 2 years in a senior, lead, or supervisory role.


• Education: Diploma or degree in Information Technology, Computer Science, or a related field (or equivalent combination of education and experience). Ongoing professional development or certifications in ITIL, Microsoft, or other relevant areas are a plus.


• Technical Proficiency: Strong hands-on technical skills in a Windows-based environment. This includes expertise in Active Directory administration (user account management, group policy) and Microsoft 365 administration (Exchange Online, Teams, SharePoint, OneDrive, Defender, Azure AD/Entra ID). You should be comfortable managing cloud productivity and security tools in a mid-sized business setting.


• Endpoint & Security Knowledge: Familiarity with endpoint management and security tools such as Microsoft Intune, antivirus/endpoint protection platforms, and multi-factor authentication. Solid understanding of cybersecurity principles and best practices for a hybrid on-premises/cloud environment.


• Ticketing Tools: Experience using IT Service Management / ticketing systems (e.g. ServiceNow, JIRA, Zendesk or similar) to track support requests and workflow. Able to analyze ticket data to spot trends and report on service performance.


• Broad IT Support Skills: Demonstrated ability to troubleshoot and support a wide range of technologies encountered in a professional services firm. This includes Windows 10/11 workstations, Microsoft Office and Teams applications, printers and peripherals, video conferencing setups, mobile devices (iOS/Android), and basic network connectivity issues (VPN, Wi-Fi, etc.). Bonus: experience supporting business applications like case management or ERP/CRM systems.


• Leadership & Communication: Excellent leadership and people-management skills. Capable of coaching and mentoring team members to improve their skills, while holding them accountable to targets. Outstanding communication skills are required – you can explain technical issues in clear, simple terms for non-technical staff, and you provide concise written updates/documentation.


• Additional Assets: Experience supporting Microsoft Dynamics 365 or the Power Platform (Power Apps, Power BI) is an asset. Any relevant certifications (e.g. Microsoft 365 Certified: Enterprise Administrator Expert, Microsoft Certified: Azure Administrator, ITIL Foundation) will be considered a plus.

Key success factors

• Ability to lead calmly and effectively in a fast-paced, deadline-driven environment


• Strong judgment and problem-solving skills


• Ability to balance people leadership with hands-on technical involvement


• Clear, professional communication with both technical and non-technical stakeholders


• High level of organization, follow-through, and accountability


• Collaborative approach with a focus on service excellence

What we’re looking for

• 6+ years of experience in IT support or service desk environments


• 2+ years of experience in a senior, lead, or supervisory IT support role


• Diploma or degree in Information Systems or equivalent experience


• Strong working knowledge of:




• Active Directory and user access management


• M365 administration (Exchange Online, Teams, SharePoint, Defender, Entra ID)


• Cybersecurity principles in a hybrid environment




• Experience with ticketing systems such as ServiceNow, JIRA, or Zendesk


• Experience supporting Microsoft Dynamics and/or Power Platform is an asset


• Excellent interpersonal, coaching, and written communication skills

What Smythe offers

At Smythe, we offer a competitive salary and benefits package that reflects our people’s values and ambitions. We prioritize professional development and foster a collaborative, inclusive, and progressive work culture. Our focus is on building strong relationships with clients, mentors, and peers.

Learn more about Life at Smythe by visiting www.smythecpa.com and following us on Instagram @lifeatsmythe and LinkedIn @Smythe LLP.