IT Service Lead

Who We Are

Kandor Management is a BC-owned and operated security and facility services company serving communities across Canada. At Kandor, we know exceptional service starts with exceptional people. That’s why we invest in hiring the right talent, training them thoroughly, and supporting them to do their best work every day. The result is a team that takes pride in what they do, and it shows in the way we show up.

Our strength is built on people. We focus on growth, development, and creating an environment where our teams can build meaningful careers while delivering consistent, high-quality service.

We believe facility and security services are more than operations, they’re about supporting the safety, well-being, and success of the communities we serve. Whether we’re working with small businesses or large organizations, we take a thoughtful, end-to-end approach where every detail matters and every role contributes to the bigger picture.

Inclusion, diversity, and respect are core to how we operate. We’re committed to building a workplace that reflects the communities we work in. One where different perspectives are valued, voices are heard, and people have the opportunity to grow and thrive.

About the Role

Kandor Management is looking for an IT Helpdesk 2IC (Second-in-Command) to join our team and act as the deputy to our IT/TSD lead. This is a hands-on technical support role for someone who thrives on building resilient infrastructure and supporting IT needs across a multi-company environment but it\'s also an opportunity to take on leadership responsibilities. Serve as the assuming operational leadership whenever the Director is away, unavailable, or delegated authority.

Leadership & Deputy Duties (2IC)

• Act as second-in-command to the IT/TSD lead, deputizing for them and helping keep the department running during their absence
• Serve as the first point of escalation for junior helpdesk staff on complex or urgent issues
• Mentor, coach, and provide day-to-day guidance and training to junior team members
• Help coordinate and prioritize the team\'s ticket queue and daily workload
• Take ownership of TSD documentation, systems, and processes, driving improvements and consistency
• Liaise with vendors, stakeholders, and other departments on behalf of the team as needed

Technical Assistance

• Answer phone calls, emails and tickets from people who need support
• Diagnose and resolve technical issues related to computers, printers, scanners, phones, and other devices
• Escalate complex or urgent problems to the IT/TSD lead or external vendors when required
• Log and document all TSD support requests and actions taken in our ticketing system
• Lead the creation of new documentation, systems and processes
• Participate in ongoing training and professional development activities to enhance technical skills and knowledge
• Follow TSD policies and procedures and ensure compliance with security standards

Routine Maintenance & Updates

• Own and maintain TSD support documentation and knowledge base articles
• Install, configure, and update software and hardware on various devices
• Perform routine maintenance and backups on IT systems and devices

Ad Hoc Responsibilities:

• Provide feedback and suggestions to improve TSD service quality and efficiency
• Support the IT/TSD lead with ad hoc projects, rollouts, and reporting as needed

Qualifications

• Proven IT helpdesk or technical support experience (senior-level or team-lead experience strongly preferred)
• Previous experience mentoring, guiding, or coordinating junior staff would be a strong asset
• Intermediate to advanced knowledge of computer hardware, software, and network systems
• Ability to troubleshoot and resolve common and complex IT issues
• Excellent communication and customer service skills
• Ability to work independently, lead by example, and function as part of a team
• Ability to prioritize and manage multiple tasks, including the team\'s workload
• Willingness to learn and adapt to new technologies and methodologies
• Availability to work flexible hours, including evenings and weekends as needed
• Previous experience working in a customer-facing or services role
• Certification in IT support or related field would be an asset
• Familiarity with help desk ticketing systems (e.g. Monday.com)
• Knowledge of remote desktop support tools (e.g. TeamViewer, Remote Desktop Protocol)
• Knowledge of Microsoft Office, Windows, and MacOS
• Knowledge of mobile operating systems
• Understanding of basic IT security principles and practices

Why Join Kandor

Growth Potential

As Kandor continues to expand across multiple business lines, we create meaningful opportunities for people who are eager to grow, take initiative, and help shape the future of our organization.

Learn and Develop

You’ll gain experience working closely with security, cleaning, and technology teams, building skills in cross-functional collaboration, operations, strategy, and leadership. It’s a dynamic environment that supports continuous learning.

Supportive Team Culture

At Kandor, you’ll join a corporate team that values teamwork, open communication, and a genuine drive to support one another. We succeed together, and we make sure everyone feels part of the mission.

Purpose-Driven Work

Our work directly empowers frontline teams across the country, ensuring they have the tools, resources, and support they need to deliver exceptional service. Every role at Kandor contributes to creating safer, cleaner, and stronger communities.

We believe in acknowledging hard work, celebrating achievements, and creating space for people to feel valued—whether it’s a major accomplishment or an everyday contribution that makes a difference.

Kandor Management is an equal opportunity employer. We value diversity and are committed to an inclusive workplace for all.

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