IT Team Lead - Helpdesk-KW

Information Technology Team Lead, Helpdesk- Full Time

Southwest- Kitchener, Ontario

Salary: $65,000-$74,562 

Closing Date for Applications: October 19, 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: www.indwell.ca

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.

WHAT YOU WILL BE DOING:

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
• Promote best practices for troubleshooting, documentation, and customer service
• 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)

Training & Continuous Improvement

• 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

On-Call Responsibilities

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
• Weekends: 24-hour coverage

While on call, the Team Lead is responsible for:

• Serving as the primary point of contact for urgent after-hours requests
• Responding to critical infrastructure alerts (e.g., server outages, network disruptions, system failures, or security incidents)
• Assessing incident severity and initiating troubleshooting or escalation according to internal procedures.
• Addressing urgent user-impacting issues that cannot reasonably wait until the next business day

Routine, non-urgent requests will be addressed during regular business hours. Clear escalation protocols and leadership support are in place to support the on-call technician. 

WHAT YOU WILL BRING:

• A commitment to upholding and modeling the standards set out in Indwell’s Mission Statement, Statement of Faith, and other operating standards and policies
• University or College graduate in Computer Systems Technology or related discipline
• Minimum of 4–5 years of relevant IT support experience, with demonstrated progression in responsibility
• Strong experience supporting Microsoft technologies including Microsoft 365, Active Directory, Azure AD, Intune, SharePoint, server environments, MDM, patching, and backups
• Demonstrated ability to support, mentor, or guide others in a team environment
• Strong technical and troubleshooting skills to diagnose and remediate hardware and software issues
• Solid understanding of networking fundamentals (LAN, VLAN, VPN, firewalls, VoIP)

• Ability to communicate technical concepts clearly in non-technical language
• Proven customer service experience
• Excellent analytical and problem-solving skills
• Effective interpersonal and communication skills with the ability to work collaboratively within a team environment
• Ability to balance hands-on technical responsibilities with team support and coordination
• Ability to work independently, remain flexible, organized, responsible, and take initiative
• Valid “G” class driver’s license and access to a reliable vehicle
• Ability to travel to multiple program locations within Hamilton, Burlington, Peel Region, and surrounding areas

Assets

• Industry certifications (e.g., Microsoft, CompTIA, Cisco)
• Experience with cybersecurity tools (EDR, SIEM, vulnerability management)
• Experience supporting multi-site environments 

We want you to thrive:

• Vacation: 3 weeks (15 days) paid with 8 HEAL days (sick and personal appointments) per year
• Extensive Benefits paid: Extended health (100% medication coverage- some exceptions may apply), dental and vision care.  Life Insurance and long-term disability
• Employee Assistance Program- primary care and professional consulting services

• Group RRSP: Indwells contributes 5% of salary
• Onboarding Process: We provide an extensive onboarding process that includes virtual training, in person training and shadowing other staff

• Professional and Personal Development: We provide an Annual Spring Leadership Conference to grow professionally and a Fall Spiritual Nature Retreat to rest and recharge with co-workers. Trainings including  topics related to the StrengthsFinder assessment, Indigenous Cultural Safety, 2SLGBTQIA+ Awareness, First Aid.
• Social Events:  Indwell’s Hope and Homes Banquet yearly to celebrate the important work we do + team gatherings

We’re seeking to create a diverse work culture with qualified individuals who share our commitment to equity and inclusion, who will contribute to the diversification of ideas and perspectives. Our employment, supports and services are open to people from every creed, race, ethnicity, sex, ability, sexual orientation, and gender identity. And we especially invite applications from Black, Indigenous peoples, members of racialized communities and intersectionalities. Indwell’s leadership are motivated by the example of Jesus Christ as reflected in Indwell’s statement of faith.

Inspired to JOIN OUR TEAM, we invite you…

To APPLY: Please forward your cover letter and resume to our website: www.indwell.ca/careers. We thank all for your interest; however, only those applicants that are being considered will be notified.

Indwell uses AI-assisted tools in the hiring process with human oversight where final employment decisions are made by people. We are committed to using these technologies in a manner that is fair and transparent.   

Personal information submitted will be used only for employment opportunities within Indwell in accordance with the Freedom of Information and Privacy Act.

Accommodation will be provided to applicants who make their needs known in advance for the duration of the hiring process as required under Indwell’s Employment policy.