IT Support Line Team Lead

Not just a job… a community a partnership a team. You’ll experience them all at London Drugs. As one of Canada’s fastest-growing and most successful retail chains, we know what it takes to build a satisfying career. We are seeking innovative, customer focused people to join our team!

IT Support Line – Team Lead

The IT Support Line Team Lead oversees the daily operations of the IT Support Line, supporting both retail stores and head office users. This role provides hands-on technical guidance, manages service delivery, and ensures consistent, high-quality support across the organization. The Team Lead plays a key role in developing team capabilities, building and maintaining documentation, reporting on support trends, and driving continuous improvement initiatives in partnership with IT leadership.

Responsibilities

• Lead, coach, and mentor a team of analysts supporting retail store systems and corporate end users.
• Manage daily workloads, monitor ticket queues and adhere service quality standards.
• Serve as the escalation point for critical and / or unresolved technical issues impacting store operations.
• Prepare and deliver annual performance appraisals for IT Support Line team members, working with the IT Client Services - Manager to align on feedback and development goals.
• Partner with the Manager to recruit, select, and train new team members, ensuring strong onboarding and ongoing skill development.
• Foster a supportive, collaborative, and customer-focused team environment.
• Encourage accountability, cross-training, and professional growth across the team.
• Develop, maintain, and continuously improve IT Support Line documentation.
• Capture team and organizational knowledge to create accessible, standardized documentation.
• Establish review cycles to keep information current and relevant.
• Promote consistent documentation use and contribution within the team.
• Produce regular reports on IT Support Line performance.
• Analyze data to identify opportunities for process improvement, training, or preventive maintenance.
• Share insights and recommendations with IT leadership to enhance service quality and efficiency.
• Provide hands-on technical support for escalated incidents, particularly store-critical systems such as POS, mobile devices, and network connectivity.
• Collaborate with Infrastructure, Application, and Field Services teams to resolve complex or recurring issues.
• Support technology rollouts, store openings, and hardware refresh initiatives.
• Identify and implement process improvements, automation opportunities, and workflow efficiencies.
• Act as a liaison between the IT Support Line and other IT related teams including Management and Retail Operations.
• Communicate planned maintenance, outages, and service updates clearly to store and head office users.
• Partner with Management to ensure IT Support Line readiness for new initiatives or system changes.

Qualifications

Education and Knowledge

The typical schedule is daytime Monday to Friday. Must be available to occasionally work evenings or weekends.

If you are a well-organized, self-motivated individual possessing professional customer service skills, a positive and professional attitude plus an eye for detail then we have the opportunity for you to excel!

We offer advancement opportunities through our promote-from-within policies, starting pay will fall within the salary range indicated and may vary based on job-related experience, knowledge, and education.

Benefits

If you possess the necessary skills and expertise and would like to join an exciting team of professionals, Apply Now!

London Drugs is an equal opportunity employer dedicated to building an inclusive and diverse workforce. We are committed to building a company that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

We will provide accommodations during the recruitment process upon request.

The above statements are intended to describe the general nature and level of work applicable to this position and are not intended to be an exhaustive list of all responsibilities, duties and skills required. Be advised, London Drugs DOES NOT use third party recruitment services.

London Drugs may collect, use, and / or disclose your personal information (including the information in this application) where it is reasonable for establishing, managing or terminating an employment relationship. This includes the use or disclosure of your personal information to persons inside or external to our organization, for the purpose of checking references or gathering other information to support an assessment of your candidacy.

To protect yourself, do not respond to unsolicited job offers from individuals or e-mail addresses, and never disclose any sensitive details about your identity (including personal or financial) to anyone you do not know or trust or on any unverified website, or website you do not trust.

Flexible work from home options available.

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