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IT Support Technical Support Systems Administrator

Team Lead, Admin Support

Job in Kitchener, Ontario, Canada
Listing for: D2L
Full Time position
Listed on 2026-01-04
Job specializations:
  • IT/Tech
    IT Support, Technical Support, Systems Administrator
Job Description & How to Apply Below

D2L is a cloud company that is modernizing education and building the Future of Work. The old models of teaching and learning are in the midst of the largest transformation in history, and D2L is at the heart of that fundamental shift.

New models of teaching and learning enable a personalized, student-centric experience – and deliver improved retention, engagement, satisfaction, and results for learners of all ages – in schools, campuses, and companies.

D2L is disrupting the way the world learns, by providing the next generation learning environment and solutions to engage and inspire learners. And most importantly, by giving customers a platform that is easy, flexible, and smart. No other company provides a solution as robust and innovative as D2L.

D2L has had a singular mission for 25 years and is dedicated to that same mission in the years ahead: to transform the way the world learns – and by doing so, we will help improve human potential globally.

Every application we receive is personally reviewed by a member of our Talent Acquisition team - yes, a real person looks at your resume! While we use AI tools internally to streamline tasks like meeting notes, summaries, and administrative work, these tools never rank resumes, make hiring decisions, or influence candidate evaluations.

ABOUT THIS ROLE:

The Team Lead, Admin Support is responsible for overseeing a team of specialists who provide technical and administrative support to clients using the D2L Brightspace Learning Management System (LMS) and associated tools. This role combines hands-on technical expertise with leadership, coaching, and operational oversight to ensure timely and effective resolution of user issues. The Team Lead acts as an escalation point for complex LMS or system-related problems, ensures documentation and processes are maintained, supports project initiatives, and drives continuous improvement in service delivery.

The ideal candidate has experience supporting an LMS or similar SaaS platform, strong troubleshooting skills, and the ability to guide a team in delivering an exceptional administrator and end-user support experience.

HOW YOU'LL MAKE AN IMPACT:

Leadership & Team Management

  • Coach and mentor a team of Product and Technical Support Specialists.
  • Conduct regular performance reviews and provide constructive developmental feedback.
  • Foster a collaborative, inclusive, and high-performance team culture.
  • Support team scheduling, workload management, and skills development.

    • Operational Management

  • Oversee day-to-day operations of the Admin Support team, ensuring timely resolution of client cases.
  • Monitor and analyze case metrics and service trends to identify gaps and opportunities for improvement.
  • Develop, refine, and implement support workflows, processes, and best practices.
  • Participate in leader on-call rotations and manage escalations as needed.

    • Technical Support

  • Serve as an escalation point for complex technical, LMS, or platform configuration issues.
  • Troubleshoot issues related to system configuration, integrations, content management, user access, and supported browsers.
  • Perform case management activities to maintain a healthy backlog and ensure service-level adherence.
  • Ensure all incidents, solutions, and troubleshooting steps are accurately documented.
  • Contribute to root-cause analysis and collaborate with internal teams to resolve systemic issues.

    • Customer Service

  • Maintain strong customer satisfaction (CSAT) scores through effective communication and issue management.
  • Communicate technical information clearly to both technical and non-technical users.
  • Develop and maintain knowledge base articles (KBA), documentation, and support master pages.
  • Host client-facing meetings, including support reviews, training sessions, or post-escalation discussions.

    • Project Management

  • Lead or participate in internal and client-facing projects relating to LMS administration, support operations, or technology improvements.
  • Collaborate with cross-functional teams (Product, Engineering, Professional Services, Customer Success) to ensure project milestones are achieved.
  • Track project deliverables, communicate progress, and ensure timely completion of…
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