IT Systems & Support Team Lead

IT Systems & Support Team Lead

Job Type: Full Time

Location: IT Systems & Support Team Lead 

Reporting to: IT Systems & Support Delivery Manager

Salary: 68,000 - 70,000 CAD

Role Type: New

Job purpose:

We are seeking an experienced, highly skilled IT Systems & Support Team Lead to oversee and mentor our IT support team and ensure the smooth operation of a hybrid IT environment.

This role requires a strategic thinker with extensive hands-on experience in IT operations, cloud services, networking, and end-user support. The Team Lead will lead day-to-day IT service delivery, drive process improvements, implement best practices, and provide technical guidance to a global team.

The successful candidate will ensure the timely and efficient resolution of IT incidents, maintain secure and scalable systems, and elevate overall service quality. This role includes participation in rotational shifts and on-call support, with flexibility for evenings, weekends and Stat holidays as required.

What will be your key responsibilities?

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  Team Leadership & Management:

  
  




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  Lead and mentor a team of IT Systems & Support Specialists, fostering a high-performance and collaborative culture

  
  


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  Conduct performance evaluations, provide coaching, and identify professional development opportunities for team members

  
  


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  Coordinate team schedules, including rotational shifts and on-call responsibilities

  
  


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  Drive knowledge sharing and ensure team adherence to ITIL-based service management practices

  
  




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  Technical Leadership:

  
  




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  Oversee administration of Active Directory, Group Policy, IAM, MDM solutions (Microsoft Intune), and Microsoft 365 services

  
  


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  Guide the team in troubleshooting and resolving complex IT issues, including hardware, networking, and cloud-related problems

  
  


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  Develop and implement IT policies, procedures, and standards for infrastructure, security, and end-user support

  
  


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  Lead infrastructure projects and upgrades, ensuring minimal disruption to business operations

  
  




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  Operational Excellence:

  
  




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  Monitor IT service delivery metrics, identify trends, and implement continuous improvement initiatives

  
  


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  Maintain accurate IT asset inventory and lifecycle management processes

  
  


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  Ensure comprehensive documentation of system configurations, procedures, and troubleshooting guides

  
  


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  Support end-user training initiatives and development of knowledge base materials

  
  




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   Collaboration & Strategy:

  
  




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  Act as primary liaison between the IT support team, internal IT teams, and global stakeholders

  
  


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  Partner with the IT Service Delivery Manager to plan and execute strategic IT initiatives

  
  


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  Contribute to budget planning and resource allocation decisions for IT support and infrastructure

  
  




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  Other Duties:

  
  




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  Travel occasionally as required (minimal)

  
  


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  Perform any other duties as assigned

  
  

What are we looking for?

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  Post-Secondary Diploma or Degree in Computer Systems Technology, Information Technology, or related field

  
  


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  Minimum 5+ years of hands-on experience in IT operations, system administration, cloud support, and end-user support

  
  


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  Proven experience in leading IT teams, managing projects, and driving process improvements

  
  


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  Extensive technical expertise in:

  
  




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  Active Directory, Group Policy, and IAM

  
  


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  Windows Server administration

  
  


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  Networking fundamentals (TCP/IP, DNS, DHCP, VPN)

  
  


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  Azure and AWS cloud environments

  
  


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  MDM tools such as Microsoft Intune

  
  


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  SharePoint and Microsoft 365 administration

  
  


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  Hardware diagnostics, laptop repairs, AV technology, and managed print services

  
  




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  Familiarity with ITIL-based service management, ticketing systems, and IT operational metrics

  
  


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  Preferred Certifications (Nice to Have)

  
  




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  CompTIA A+ and Network+

  
  


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  ITIL Foundation

  
  


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  Microsoft Certified: Azure Fundamentals (AZ-900)

  
  


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  AWS Certified Cloud Practitioner (CLF-C02)

  
  




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  Soft Skills & Leadership Qualities

  
  




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  Strong leadership, coaching, and mentoring abilities

  
  


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  Excellent analytical, problem-solving, and decision-making skills

  
  


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  Customer-focused mindset with a proactive and service-oriented attitude

  
  


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  Exceptional communication, time management, and organizational skills

  
  


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  Ability to work independently and collaboratively in a fast-paced environment

  
  

What can you expect from Goway?

Imagine working for a company where your career feels like an adventure. At Goway, you’ll join a global community that supports one another:

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  We offer a competitive salary accompanied by performance incentives, and we place real importance on time away from work, such as paid personal days for when life calls for them and your birthday off each year.

  
  


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  Our commitment to professional growth means you’ll have access to continuous learning and industry-leading training that keeps you at the forefront of travel innovation.

  
  


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  You’ll enjoy generous paid time off, including [three] weeks of vacation, [six] personal days, and a dedicated day off to celebrate your birthday.

  
  


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  Travel is in our DNA, so you’ll enjoy exclusive perks and discounts on worldwide getaways.

  
  


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  Since we operate across Toronto, Vancouver, Los Angeles, Manila, Sydney, and beyond, you’ll collaborate across cultures and shape a career path that reflects your ambitions.

  
  


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  Goway is an equal-opportunity employer. We celebrate differences and are committed to fostering an inclusive workplace for everyone. We appreciate every applicant’s interest. Please be advised that only those selected for an interview will be contacted.

  
  

How to Apply:

If this role feels like your next step, click "Apply Now" to create your profile, upload your CV, and share a few details about yourself. Our talent team reviews every application, and if your experience aligns with our needs, we will reach out to set up the next step.

AI Screening Disclosure

To help us fairly and efficiently review applications, we use an automated screening process to assess responses to pre-determined questions. This initial step ensures all candidates are evaluated consistently. Qualified applicants will be reviewed by our recruitment team for further consideration.

Additional Notes

Goway Travel Ltd will retain applications, notifications, and records related to this posting for three years, reflecting our commitment to fair and equitable hiring practices.

Recruitment scams & fraud warning:

Please be aware of any suspicious emails or WhatsApp activity from individuals pretending to be recruiters or senior personnel at Goway Travel. We will never ask you to install an app during the recruitment process. If you receive a message of this nature, please ignore it and report it to Goway.

About Goway

Founded in Toronto in 1970 by Australian economist Bruce Hodge, Goway has evolved from a one-person dream into a family-owned global leader in tailor-made travel. With our headquarters in Toronto and hubs in Vancouver, Los Angeles, Sydney, and Manila, our team of over 700 talented employees designs travel experiences in more than 115 countries across all seven continents. We’re united by a passion for travel and are committed to doing the right thing: supporting diversity, equity, inclusion, and sustainable tourism that enriches local communities. Whether working remotely or side by side in one of our offices, we operate as one forward-thinking team, transforming wanderlust into life-changing adventures for our fellow Globetrotters. Discover more at goway.com.