IT Service Lead

Who We Are  Kandor Management is a BC-owned and operated security and facility services company serving communities across Canada. At Kandor, we know exceptional service starts with exceptional people. That’s why we invest in hiring the right talent, training them thoroughly, and supporting them to do their best work every day. The result is a team that takes pride in what they do, and it shows in the way we show up.
Our strength is built on people. We focus on growth, development, and creating an environment where our teams can build meaningful careers while delivering consistent, high-quality service.
We believe facility and security services are more than operations, they’re about supporting the safety, well-being, and success of the communities we serve. Whether we’re working with small businesses or large organizations, we take a thoughtful, end-to-end approach where every detail matters and every role contributes to the bigger picture.
Inclusion, diversity, and respect are core to how we operate. We’re committed to building a workplace that reflects the communities we work in. One where different perspectives are valued, voices are heard, and people have the opportunity to grow and thrive.
About the Role  Kandor Management is looking for an IT Helpdesk 2IC (Second-in-Command) to join our team and act as the deputy to our IT/TSD lead. This is a hands-on technical support role for someone who thrives on building resilient infrastructure and supporting IT needs across a multi-company environment but it s also an opportunity to take on leadership responsibilities. Serve as the assuming operational leadership whenever the Director is away, unavailable, or delegated authority.
Leadership & Deputy Duties (2IC)   Act as second-in-command to the IT/TSD lead, deputizing for them and helping keep the department running during their absence
Serve as the first point of escalation for junior helpdesk staff on complex or urgent issues
Mentor, coach, and provide day-to-day guidance and training to junior team members
Help coordinate and prioritize the team s ticket queue and daily workload
Take ownership of TSD documentation, systems, and processes, driving improvements and consistency
Liaise with vendors, stakeholders, and other departments on behalf of the team as needed
Technical Assistance   Answer phone calls, emails and tickets from people who need support
Diagnose and resolve technical issues related to computers, printers, scanners, phones, and other devices
Escalate complex or urgent problems to the IT/TSD lead or external vendors when required
Log and document all TSD support requests and actions taken in our ticketing system
Lead the creation of new documentation, systems and processes
Participate in ongoing training and professional development activities to enhance technical skills and knowledge
Follow TSD policies and procedures and ensure compliance with security standards
Routine Maintenance & Updates   Own and maintain TSD support documentation and knowledge base articles
Install, configure, and update software and hardware on various devices
Perform routine maintenance and backups on IT systems and devices
Ad Hoc Responsibilities:
Provide feedback and suggestions to improve TSD service quality and efficiency
Support the IT/TSD lead with ad hoc projects, rollouts, and reporting as needed
Qualifications   Proven IT helpdesk or technical support experience (senior-level or team-lead experience strongly preferred)
Previous experience mentoring, guiding, or coordinating junior staff would be a strong asset
Intermediate to advanced knowledge of computer hardware, software, and network systems
Ability to troubleshoot and resolve common and complex IT issues
Excellent communication and customer service skills
Ability to work independently, lead by example, and function as part of a team
Ability to prioritize and manage multiple tasks, including the team s workload
Willingness to learn and adapt to new technologies and methodologies
Availability to work flexible hours, including evenings and weekends as needed
Previous experience working in a customer-facing or services role
Certification in IT support or related field…