Contract length: 6 months with extension
Start: ASAP
We are looking for an experienced IT Support Team Lead to lead an Employee Tech - User Service team based in Toronto, Canada.
The User Services team is part of a global Employee Tech organisation, responsible for delivering world‑class IT support and ensuring a seamless digital workplace experience for all employees (over 2,400) across 24 offices worldwide. The team provides Level 1 and Level 2 support for all internal IT topics – from identity, access, and account management to hardware, software, collaboration tools, and more.
It also manages onboarding and offboarding, supports company events, and oversees office infrastructure. With support engineers located across Europe and Canada, the team operates across multiple time zones to offer consistent, high‑quality support. It plays a crucial role in maintaining employee productivity, driving automation and process excellence, and shaping the overall employee technology experience.
The role reports to the Global User Service Manager, located in Munich.
What you'll do- Lead the Canadian side of a global user service function (L1 & L2 support), ensuring every employee receives exceptional IT service
- Maintain high‑quality support standards while ensuring quick and empathetic resolution of issues
- Empower your team to develop automation and process efficiency to scale the service globally, while maintaining a strong focus on employee experience
- Drive operational excellence and collaborate with cross‑functional teams
- 5+ years of experience in IT support, with at least 3 years in a leadership or managerial role
- Metric‑driven approach — experienced in defining, tracking, and interpreting KPIs and performance metrics (e.g., SLAs, CSAT, backlog trends) to continuously improve service quality and efficiency
- Experience with identity, access, and account management processes
- Excellent communication and stakeholder management skills — fluency in English is mandatory
- Comprehensive understanding of modern IT standards and AI
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