Team Lead, Admin SupportD2L • Kitchener, Ontario, Canada
Team Lead, Admin Support
D2L • Kitchener, Ontario, Canada
30+ days ago
Job type
- Full-time
Job descriptionOversee 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. 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. 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. 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 initiatives. Strong technical troubleshooting and analytical skills across web-based applications and LMS platforms. Effective leadership abilities including coaching mentoring and performance management. Strong written and verbal communication skills with an ability to simplify complex technical concepts. Sound decision-making and problem-solving skills with ability to prioritize in fast-paced environments. Ability to identify root causes and implement sustainable solutions. Strong organizational and time-management skills. Ability to collaborate across teams and influence without authority. Proficient in Office 365. Strong understanding of supported browsers (Chrome Firefox Safari Edge) and their interactions with SaaS platforms. Familiarity with Learning Management Systemsexperience with Brightspace is a significant asset. Experience with Salesforce or similar case management tools. Ability to interpret support metrics and perform trend analysis. Competence in conducting performance reviews and goal setting. Experience developing or improving operational processes. Strong interpersonal skills to build effective relationships with team members and clients. 3 years of experience supporting an LMS or web-based SaaS application in a customer support or help desk environment. Experience leading supervising or mentoring team members. Practical project management experience from initiation through completion. Strong knowledge of web-based technologies infrastructure and browser behavior. Excellent customer service communication collaboration and analytical skills. Strong attention to detail and the ability to manage competing priorities in a fast-paced environment.
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 YOULL 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
Technical Support
Customer Service
Project Management
WHAT YOULL BRING TO THE ROLE :
Desired Competencies :
Desired Skills :
Desired Experience :
This posting is not for a current vacancy; it is for future candidate consideration.
Key Skills
Law Enforcement,ABB,Marine Biology,Filing,Automobile,AV
Employment Type : Full Time
Experience : years
Vacancy : 1
Create a job alert for this search
Team Lead Admin Support • Kitchener, Ontario, Canada
Similar jobs
We are seeking a dynamic and experienced.The ideal candidate will have a strong background in Supply Chain, proven leadership experience, and a passion for building collaborative relationships both...Show more
We are seeking a dynamic and experienced.The ideal candidate will have a strong background in Supply Chain, proven leadership experience, and a passion for building collaborative relationships both...Show more
BinSentry is an extremely fast-growing ag-tech company started in KW, Ontario, Canada.BinSentry is focused on providing solutions for the agriculture supply chain that help increase efficiency, red...Show more
Gogh Solutions is an IFS Strategic and Channel partner delivering innovative Field Service Management (FSM), Enterprise Asset Management (EAM), and ERP solutions across North America.We help organi...Show more
We are seeking a dynamic and experienced.The ideal candidate will have a strong background in Supply Chain, proven leadership experience, and a passion for building collaborative relationships both...Show more
Reporting to : Managing Partner / ON Veterinarian.On behalf of our client, Poultry Health Services Ltd.Administrative Lead who is committed to providing excellent customer service to both internal a...Show more
At RONA, our employees let their passion blossom every day.Our teams are driven by the desire to help people bring their projects to life and are committed to making a difference in the communities...Show more
Reporting to the Manager of Procurement, Inventory and Contracts, the Purchasing Coordinator plays a critical role in ensuring the timely and cost-effective procurement of medical supplies, equipme...Show more
Partner with Antal International Antal International is a globally respected recruitment network with 30+ years of prove...Show more
We are seeking a dynamic and experienced.The ideal candidate will have a strong background in Supply Chain, proven leadership experience, and a passion for building collaborative relationships both...Show more
With hundreds of custom engineered acoustic package installations throughout the world, SPL has and continues to maintain the highest level of product knowledge and expertise, along with the abilit...Show more
We are seeking a dynamic and experienced.Guelph office, combined with remote work flexibility.You will be responsible for leading a high-performing team, developing the CPFR function, and optimizin...Show more
Superprof is Canada's #1 tutoring platform, and we're actively recruiting passionate tutors! Whether you're a student, a professional, or simply someone who loves teaching, join the largest communi...Show more
At RONA, our employees let their passion blossom every day.Our teams are driven by the desire to help people bring their projects to life and are committed to making a difference in the communities...Show more
Minimum commitment : 20 hours per week.A Technical Lead provides technical direction and oversight for software projects, ensuring solutions are scalable, secure, and aligned with business objective...Show more
The Program Analyst – Team Lead is responsible for overseeing the day-to-day operations within the programs department and providing supervisory direction and support to Programs Analysts, ensuring...Show more
Receive a $5 welcome bonus when you complete your first offer!Make money in your spare time by completing online tasks : • Take paid surveys (5-15 minutes each) ...Show more
SAP SuccessFactors Consulting Manager - Technical Integrations Lead Were seeking a dynamic and technically skilled SAP Su...Show more
CPFR Team Lead - Royal Canin - Guelph, ON
Mars, Incorporated and its Affiliates • Guelph
Full-time
Last updated: 2 days ago • Promoted
CPFR Team Lead - Royal Canin - Guelph, ON
Royal Canin SAS • Guelph
Full-time
Last updated: 2 days ago • Promoted
Software Team Lead
BinSentry • Kitchener
Full-time
Last updated: 2 days ago • Promoted
Managed Services Manager
Gogh Solutions • cambridge, ON, ca
Full-time
Last updated: 3 days ago • Promoted
CPFR Team Lead - Royal Canin - Guelph, ON
Mars Corporate • Guelph
Full-time
Last updated: 2 days ago • Promoted
ADMINISTRATIVE LEAD
Viridian • Kitchener
Full-time +1
Last updated: 14 days ago • Promoted
Interim Department Manager, Night Shift (Temporary, Full Time)
RONA+ • Brantford, ON, Canada
Full-time +1
Last updated: 8 days ago • Promoted
Purchasing Coordinator
CarePartners • Guelph, ON
Full-time +1
Last updated: 30+ days ago • Promoted
Managing Partner
Antal International • kitchener, ON, ca
Full-time
Last updated: 7 days ago • Promoted
CPFR Team Lead - Royal Canin - Guelph, ON
Mars Food US, LLC • Guelph
Full-time
Last updated: 2 days ago • Promoted
Technical Support
Cambridge Pro Fab • Brantford, ON, Canada
Full-time
Last updated: 11 days ago • Promoted
CPFR Team Lead - Royal Canin - Guelph, ON
Mars • Guelph
Full-time
Last updated: 3 days ago • Promoted
Information Technology Private Tutoring Jobs Brant
Superprof • Brant, Canada
Full-time +1
Last updated: 30+ days ago • Promoted
Department Manager, Back End (Nights) - Full Time
Rona+ • Brantford, Ontario, Canada
Full-time +1
Last updated: 30+ days ago • Promoted
Technical Lead
Anime Universe • guelph, on, ca
Full-time
Last updated: 6 days ago • Promoted
Program Analyst – Team Lead
Ontario Soil and Crop Improvement Association • Guelph
Full-time
Last updated: 14 days ago • Promoted
From Hobby to Income : Turn Gaming into a Paying Side Hustle
Free Cash by Almedia • burford, ON, ca
Full-time
Last updated: 2 days ago • Promoted
SAP SuccessFactors Consulting Manager - Technical Integrations Lead
Quality IT Resourcing • cambridge, ON, ca
Full-time
Last updated: 7 days ago • Promoted