IT Support Team Lead

Who we are At Yorkville University and Toronto Film School, we believe education is more than the pursuit of knowledge – it is a catalyst for transformation.

Our mission, grounded in democratizing education, is to create access for learners from every background and empower them to achieve their aspirations and advance their careers.

We are committed to delivering rigorous, flexible programs that are both personally fulfilling and professionally rewarding, while contributing to the betterment of society.

Since 2004, Yorkville has been among Canada’s few private, for-profit, fully accredited degree-granting universities, with campuses in Ontario, British Columbia, and New Brunswick.

Together with Toronto Film School, we offer creative and academic pathways at both the college and university levels, cultivating a multidisciplinary environment where innovation and the arts converge.

Our community is vibrant and diverse.

Many of our learners are adults balancing education with careers and personal commitments.

Every member of our team – whether in teaching, operations, or technology – is dedicated to removing barriers and expanding access.

Together, we deliver flexible, industry-informed learning that leads to meaningful opportunities. At our core is human connection – guiding people to reimagine their futures in a community defined by opportunity, creativity, and growth.

Who we need Reporting to the Director, IT Experience, we are hiring an IT Support Team Lead for our New Westminster, BC campus.

You will take ownership of IT Support Services at your campus, overseeing a small team of Tier 1 Support Specialists.

You will prioritize exceptional customer service, responsiveness, and the timely resolution of technical issues, working alongside your team as needed and acting as a point of escalation.

In addition, you will collaborate cross-functionally with the onboarding and orientation of new staff and faculty.

As a Supervisor, you will schedule staff to ensure full coverage and monitor performance, SLAs, and other metrics.

You will foster a collaborative work environment where all team members can be their best selves, grow, and thrive, supporting our corporate mission of championing student success.

This is an existing full-time role, working on-site 4 days a week and 1 day remotely.

What’s in it for you Immediate and future career growth.

You will take ownership of a broad IT support environment, leading a team that supports a diverse community of students, faculty, and staff across Yorkville University.

This role offers the opportunity to deepen your leadership impact, work across a wide range of technologies and end users, and contribute to institutional technology initiatives.

Whether your interests lie in IT operations, security, service management, or continuous improvement, you will have the space to keep building your expertise and influence.

Influence.

This is a highly visible role with direct exposure to campus leadership, faculty, and executive stakeholders.

As the on-site voice of IT, you will represent your team and the Director at key touchpoints, help shape priorities, and bring forward ideas that improve service delivery, reliability, and operational efficiency.

Impact.

Your leadership will directly shape how technology supports teaching, learning, and day-to-day operations at Yorkville University.

By setting clear standards, supporting your team, and communicating with empathy and clarity, you will ensure students, faculty, and staff feel confident in the technology and support available to them, making a tangible difference to the campus experience every day.

As our new IT Support Team Lead, you will: Supervise a team of IT support specialists.

You will lead by example, setting clear expectations and inspiring strong commitment through guidance, training, and constructive performance feedback.

This includes managing schedules to ensure coverage, reviewing performance against SLAs, sharing insights from escalations to support learning, and facilitating regular team meetings.

You will also provide ongoing coaching and mentorship and support the recruitment, onboarding, and training of new team members.

Manage the support desk.

You will oversee and prioritize incoming support requests to ensure timely, effective resolution and a high standard of customer satisfaction.

Acting as an escalation point for complex issues, you will provide advanced troubleshooting and direction while monitoring system performance, identifying risks, and implementing proactive measures to minimize downtime.

Collaborate.

You will work closely with other IT teams and internal departments to implement and support new technologies, systems, and initiatives.

This role also includes managing relationships with vendors and third-party service providers to ensure reliable and effective delivery of support services.

Develop and update documentation.

You will create and update standard operating procedures, knowledge base articles, and user guides to support consistent service delivery.

This includes developing onboarding and orientation materials such as live demonstrations, screen recordings, and reference documentation.

Foster a continuous learning environment.

You will stay current on industry trends and advancements in IT support, recommending and implementing improvements that strengthen the overall function.

You will also contribute expertise to the planning and execution of IT projects, ensuring operational considerations are built in from the start.

You have The education and experience.

You have a diploma or degree in an IT-related discipline such as networking, systems administration, or technical support.

You bring experience as an IT Support Specialist and have grown into a team leadership or supervisory role.

You thrive in a multi-system environment and have proven experience acting as an escalation point, The leadership skills.

You are a team champion who leads by positive example and is willing to work alongside your team to support your end users.

You foster a collaborative, knowledge-sharing environment.

You remain calm under pressure, can navigate conflict, de-escalate stressful situations, and make sound decisions.

You can create and manage schedules, offer guidance and feedback, and provide training and coaching.

You take initiative to fill gaps and identify opportunities for improvement during downtime and adapt easily to evolving priorities.

The technical knowledge.

You have experience with ITSM, as an Office 365 Administrator, troubleshooting PC and Mac operating systems, and may have exposure to setting up a PC or Mac lab.

You have experience in troubleshooting and resolving complex technical issues, as well as supporting hardware, software, and networking environments.

You can quickly learn new tools and technologies, and you keep up with the latest developments and best practices.

The interpersonal skills.

You have exceptional verbal and written communication abilities.

You can clearly explain technical concepts to technical and non-technical audiences with patience and empathy.

You can build trusting relationships, influence action and decisions, and resolve issues with professionalism and clarity.

You know how to make people feel heard, build trust quickly, and maintain a positive attitude even under pressure.

• Why work at Yorkville University?

At Yorkville University and Toronto Film School, we are united by a shared purpose: placing the student experience at the heart of everything we do.

Whether you are teaching, designing curriculum, advising students, advancing technology, or supporting operations, your work directly fuels learning potential, strengthens inclusive communities, and fosters purposeful curiosity.

Here, professional growth is part of our culture.

In your role, you will have opportunities to help the launch of career-relevant programs, expand your expertise, and access tuition-free courses across our institutions - from certificates to master’s degrees.

Curiosity, initiative, and innovation are encouraged, and your ideas can move from vision to reality.

Our scale offers the best of both worlds: the reach and stability of a national institution combined with the agility of a mid-sized organization, where contributions are visible and valued.

You will be part of a diverse and inclusive community where authenticity is celebrated, collaboration is expected, and impact is shared - on students, colleagues, and your own professional journey.

At Yorkville and Toronto Film School, your work does more than make a difference.

It empowers others to achieve their potential, while giving you the opportunity to realize yours.

Compensation philosophy At Yorkville University and Toronto Film School, we believe compensation should be fair, straightforward, and supportive of your growth.

Our salary ranges reflect progression from learning in the role to excelling, with each offer based on skills, experience, and role complexity.

This position offers a minimum annual salary of $65,000, a midpoint of $69,000, and a maximum of $74,000.

Established hires typically start near the midpoint, while the upper range is reserved for those with deep expertise and sustained contributions.

Offers below the midpoint recognize strong potential with room to grow.

We strive for equitable, consistent pay, though rates may vary within the same role based on performance, specialized knowledge, and impact.

We welcome conversations about compensation throughout the hiring process.

Join us We welcome and appreciate candidates with a range of backgrounds and experiences.

If you have 70% of the qualifications we seek, express your interest. What you can expect from our hiring process: A virtual interview with a Talent Advisor discussing your interest in the role and your experience.

The conversation will be recorded using BrightHire, an AI-powered video interview tool.

More details will be shared when you are invited to interview.

An in-person or virtual interview with the Director and the Ontario-based IT Support Supervisor.

You will be asked to share how your experience in support, customer service, and team leadership aligns with the needs of the team and the organization.

This is a chance to ask questions about the day-to-day responsibilities of the role. An in-person meet and greet on campus to meet your potential team and tour the campus.

Diversity, equity, and inclusion are critical components of life at Yorkville University and Toronto Film School, and we are committed to making these values an integral part of our culture.

We encourage applications from all qualified applicants, including women, persons with disabilities, Black, Indigenous and People of Colour (BIPOC), people from the Lesbian, Gay, Bisexual, Transgender, Transsexual, Queer, Questioning, Two-Spirit, Intersex, Asexual + (LGBTQ2SIA+) community and other equity-seeking groups.

Yorkville University is committed to providing accessible employment practices that comply with the Accessibility for Ontarians with Disabilities Act (AODA).

If you require accommodation for disability, please notify Human Resources at 1-877-429-4029.

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