Team Lead, IT Support

Classification: Band 6 — Lead / Supervisor

Reports To: Manager, Administrative Office

Supervises: Helpdesk/Deskside Support

Location: hitac̓u, BC (Ucluelet)

Employment Type: Full-Time, Permanent

Salary Band: Band 6 ($71,070 – $106,605)

POSITION PURPOSE

The Team Lead, IT Support oversees the Yuułuʔiłʔatḥ Government's information technology systems, cybersecurity posture, and vendor relationships, while providing leadership and work direction to the IT Helpdesk/Deskside Support personnel. This role ensures the reliability, security, and strategic alignment of all IT infrastructure and services in support of organizational operations and community services.

ACCOUNTABILITY

IT Systems & Infrastructure Oversight

• Oversee the administration, maintenance, and optimization of servers, networks, cloud services (Microsoft 365, Azure), and endpoint devices across all YG facilities.
• Monitor system performance, capacity, and availability; proactively identify and resolve infrastructure bottlenecks or failures.
• Manage IT asset lifecycle, including procurement, deployment, tracking, and decommissioning of hardware and software.
• Ensure reliable backup, disaster recovery, and business continuity procedures are in place and regularly tested.
• Monitor Microsoft Message Center and flag any feature or security related bulletins that may affect YG users/environment.

Cybersecurity & Data Governance

• Develop, implement, and enforce cybersecurity policies, standards, and controls to protect organizational and community data.
• Conduct regular risk assessments, vulnerability scans, and security audits; manage incident response and remediation.
• Oversee user access management, identity governance, and compliance with privacy legislation (PIPEDA, FOIPPA).
• Educate staff on security awareness, phishing prevention, and safe data-handling practices.

IT Policy, Planning & Vendor Management

• Draft and maintain IT policies, procedures, and service-level standards in consultation with the Manager, Administrative Office.
• Manage relationships with external IT vendors, managed service providers, and consultants; negotiate contracts and monitor performance.
• Advise the Manager on technology investments, renewal cycles, and budget planning to align IT capability with organizational priorities.
• Track software licensing, warranty status, and maintenance agreements to ensure compliance and cost-effectiveness.

Team Leadership & Help Desk Supervision

• Provide work direction, coaching, and performance oversight to the IT Helpdesk/Deskside Support personnel, setting priorities and quality standards for end-user support.
• Establish and monitor IT service desk metrics (ticket volume, resolution times, user satisfaction) to ensure responsive service delivery.
• Foster a collaborative, respectful team environment that reflects Yuułuʔiłʔatḥ values and supports staff development.
• Serve as the escalation point for complex technical issues and high-priority incidents.
• Manage Knowledgebase of IT documentation for Helpdesk/Deskside Support personnel.
• Foster a Continuous Improvement mindset and culture within the IT team, and collect and track user feedback for potential quality improvements.

IT Project Coordination & Technology Roadmap

• Lead or coordinate IT projects including system migrations, infrastructure upgrades, and new technology rollouts.
• Develop and maintain a technology roadmap that anticipates future needs and aligns with YG's strategic plan.
• Collaborate with department leaders to understand operational requirements and translate them into effective technical solutions.
• Document project plans, timelines, and outcomes; report progress to the Manager, Administrative Office and Executive as required.

EDUCATION & EXPERIENCE

Required:

• Post-secondary diploma or degree in Information Technology, Computer Science, or a related technical field, or the combination of equivalent experience and technical certifications.
• Minimum 3 years of progressive IT experience, including at least 1 year in a supervisory, lead, or senior technical capacity.
• Demonstrated expertise in Microsoft 365 administration, Entra ID, Intune and network administration.
• Proven experience managing vendor relationships, IT contracts, and service-level agreements.
• Strong working knowledge of cybersecurity frameworks, data privacy legislation, and IT risk management practices.
• Valid Class 5 BC driver's license (or equivalent) and ability to travel between facilities as required.

Preferred:

• Relevant industry certifications (e.g., Microsoft M365 Certifications, CompTIA Security+, Microsoft Certified: Azure Administrator, ITIL Foundation).
• Experience working in a First Nations, Indigenous government, or community-based organization.
• Familiarity with IT asset management systems, IT budgeting, and grant-funded technology initiatives.
• Bilingual proficiency or working knowledge of Nuu-chah-nulth language and culture.

CORE COMPETENCIES

• Strong written and spoken communication
• Systems Thinking & Infrastructure Oversight
• Cybersecurity & Risk Management
• Vendor & Contract Management
• Team Leadership & Mentorship
• Continuous Improvement Mindset
• Project Coordination & Technology Planning
• Cultural Humility & Community Engagement

WORKING CONDITIONS

• Standard office environment with occasional on-site technical support and equipment handling.
• May require occasional travel between YG facilities or to vendor/service provider locations.
• On-call availability may be required for critical system incidents or after-hours emergencies.
• Physically able to lift and move IT equipment up to 25 kg.

CULTURAL REQUIREMENTS

• Demonstrated respect for Yuułuʔiłʔatḥ traditions, values, and protocols in all professional interactions.
• Commitment to fostering a culturally safe, inclusive, and equitable workplace for all staff and community members.
• Alignment with the CHRC Aboriginal Employment Preference Policy; Yuułuʔiłʔatḥ citizens and Indigenous candidates are encouraged to apply.
• Willingness to participate in cultural orientation, community events, and ongoing reconciliation learning.

This job description is intended to convey the general nature and level of work expected. YG reserves the right to amend and update responsibilities to meet operational needs. Yuułuʔiłʔatḥ citizens are encouraged to apply.