Information Technology Team Lead- Helpdesk

Information Technology Team Lead
- Helpdesk Job Description

Posted Thursday, August 20, 2026 at 4:00 AM

Come Build Hope and Homes with Us!

Information Technology Team Lead, Helpdesk
- Full Time

Closing Date for Applications:
September 3, 2026

Position: This is an entry‑level Team Lead role that blends hands‑on technical responsibilities with leadership of helpdesk operations, including team guidance, escalation support, and service delivery coordination. The successful candidate will remain actively engaged in technical work while supporting the team in delivering high-quality IT services.

This position is well suited for an experienced IT professional who is ready to take the next step into leadership while continuing to build their skills in systems administration, endpoint management, networking, and security within a collaborative, mission‑driven organization.

About Indwell: We are a Christian charity that creates affordable housing communities and supportive programs to people seeking health, wellness, and belonging. Founded in 1974, we continue to grow and thrive to build high quality energy efficient housing and inclusive living, uplifting our society. Our belief is that every employee is a leader contributing to transform lives through HOPE and HOMES.

Being a part of our amazing team you will be fulfilled working together with others who are genuinely invested in Indwell's mission to serve people impacted by poverty and homelessness. To learn more, go to:

Hours of Work: Full-Time – 40 hours per week, primarily weekdays 9:00am–5:00pm, with some flexibility required.

Location: Based in Kitchener, Ontario, with regular travel to Indwell program locations within Kitchener, Cambridge, London, and surrounding areas. Mileage paid when travelling outside of the local city office.

Helpdesk Leadership & Team Support

• Provide day‑to‑day guidance and support to helpdesk team members, fostering a collaborative and service‑focused environment
• Act as the first point of escalation for complex or high‑impact technical issues
• Support workload coordination, ticket prioritization, and service levels across the team
• Mentor and support team members in developing their technical and customer service skills.
• Contribute to onboarding and knowledge sharing within the team

Hands‑On Technical Support

• Provide first and second‑level technical support through phone, email, chat, video, remote software, and onsite face‑to‑face support
• Respond to helpdesk tickets, troubleshoot issues, and resolve problems in a timely manner
• Support PCs, servers, printers, phones, security systems, and networking equipment
• Maintain detailed documentation of user communications and resolutions within the ticketing system.
• Follow up on ongoing support issues to ensure implemented solutions are effective and clearly communicated

Systems & Infrastructure Support

• Support Microsoft technologies including Microsoft 365, Active Directory, Azure AD, Intune, SharePoint, MDM, patching, backups, and server environments
• Assist in planning and executing IT projects such as hardware deployments, software implementations, upgrades, and maintenance initiatives
• Monitor and update system performance and security
• Manage user accounts, permissions, rights, and group memberships
• Coordinate with vendors and service providers to ensure proper maintenance and operation of equipment
• Escalate unresolved issues to appropriate internal escalation teams when necessary

Networking & Security

• Support network administration tasks including LAN, VLAN, VPN, firewalls, and VoIP systems
• Assist with cybersecurity tools and processes such as EDR, SIEM, NDR, and vulnerability management (considered an asset)
• Assist in training users on new systems and software
• Contribute to the development and implementation of IT policies and procedures
• Attend workshops or industry‑related events to stay current with emerging technologies and security practices
• Perform other duties as assigned

This role participates in a weekly rotating on‑call schedule shared among IT team members. During assigned on‑call weeks, coverage is required:

• Weekdays: 5:00pm–9:00am

While on call, the…