Support Lead, IT Services

About Concert Properties

Putting people first is at the heart of the Concert Properties story. We are deeply invested in improving the lives of the people who live and work in our communities, acknowledging that communities are more than just buildings.

We focus on quality, consistency, and sustainability, and our business is driven by warm, passionate people who embody a desire to help each of us feel more connected to one another.

Since 1989, our real estate portfolio has grown to an asset value of $9 billion and includes condominiums, rentals, seniors' active aging communities, industrial and commercial properties, and public infrastructure projects across Canada.

Position Summary

Reporting to the Senior Manager, IT Operations, the Support Lead, IT Services is responsible for providing support to staff throughout the organization and guiding IT Support Technicians and partners in the delivery of Microsoft Services.

The candidate will be focused on Microsoft Technologies : Microsoft 365, on prem (AD, File and Print) and Azure support.

This position is responsible for receiving requests for assistance and services, assessing their impact to staff, and following change management and troubleshooting methodology to ensure that issues are addressed, and services are provided in a timely fashion.

The Support Lead, IT Services role advances IT initiatives with a focus on Microsoft Technology, assessing business need, and coordinates the delivery of Microsoft Services through internal and external resources.

The Support Lead, IT Services also engages with the business to ensure employees are knowledgeable about Microsoft Technologies and how Concert applies them.

Key Responsibilities

• Provide service related to Microsoft technology to meet service level objectives to our business partners : Microsoft 365 suite (Microsoft Admin Centre, SharePoint, OneDrive for Business, Office suite, Viva Suite etc.
• CoPilot and Microsoft Azure (Entra ID, Defender, Intune).
• Work with Concert stakeholders to understand users' requirements and develop adoption strategies to support their adoption of Microsoft 365 technologies.
• Create and propose detailed plans to help people embrace the changes to Microsoft Technology (e.g., communication plans, training plans, Subject Matter Expert (SME) plans, measurement plans, etc).
• Identify and document change impacts resulting from changes to Microsoft technology, to enable smoother adoption and address technical rollout challenges in future.
• Plan and deliver training for tools such as Windows 11, Microsoft Copilot, Microsoft Teams, SharePoint, OneDrive, Viva, and others in the Microsoft 365 stack in various formats (webinars, 1 : 1 sessions, workshops, etc.).
• Provide triage and resolve tier-one and tier-two support requests with a focus on Microsoft technologies.
• Continuously improve the process and automation of creating user accounts, groups, security rights and assure the quality of outsourced services.
• Administer and setup VoIP Microsoft Teams (fixed and mobile)
• Administer Microsoft applications and dive deep into functionality in a super user capacity.
• Assist in maintaining inventory of all Microsoft licensing.
• Assist in the evaluation of new technology and software.
• Assist in the vendor management of our Microsoft partners.
• Log all technical problems and their current status consistent with established processes within ServiceNow.
• Contribute to, develop, and follow our standard procedures and IT knowledge management to enhance the adoption of Microsoft technology.
• Provide on-going operational support including operating systems releases, upgrades, service pack installations, bug fixes, security updates, and any configuration change activities.
• Assist in maintaining and delivering backup and disaster recovery procedures.
• Assist in maintaining and delivering optimal cyber security practices.

Required Knowledge & Skills

• Minimum of 5 years of experience in the field of IT technical services within a Microsoft environment.
• Degree or diploma in Information Technology or combination of experience and industry certifications. (e.g. Microsoft, ITIL, AWS, ServiceNow)
• Experience in a hybrid environment including Microsoft Office 365, SharePoint Online, Azure, Teams, Windows Server, Windows 10 / 11, mobile operating systems (iOS)
• Excellent understanding of Microsoft technologies
• Demonstrated organizational skills and ability of documenting trouble shooting, processes, procedures, and initiative outlines.
• Excellent customer service and communication skills and ability to assess business need.
• Ability to engage with all levels of enterprise users
• Independent problem-solving and self-directed, requiring minimal daily supervision.
• Working knowledge of routing, switching and firewalls
• Experience in a Meraki network environment is preferred but not required.
• Experience with ServiceNow
• Valid driver's license and an ability to visit satellite locations as needed.

Please note this is a general description of the tasks and skills required. Additional responsibilities and duties may be required to successfully perform this role.

Join the Concert Team in building a people-first future.

Concert Properties is proud to have been named one of BC's Top Employer for the third year in a row!

We are a proud Canadian company, providing quality employment across the country and working together with the people we serve to realize our vision - building resilient, inclusive, sustainable committees.

Our success is based on our employees - on a passionate, talented team who value a collaborative culture, a desire for excellence and a willingness to give back.

We truly value our team members and offer competitive pay, and comprehensive benefits and perk programs that support and promote employee health and wellness.

At Concert Properties, we value diversity, equity and inclusion and are committed to building a team that represents a variety of backgrounds perspectives and skills.

We welcome applications from all qualified job seekers. The posted salary range is reflective of the qualifications and experience we are looking for in a candidate to fill this opportunity, however applicants with all levels of experience are welcome to submit their applications.

Please be advised that only short-listed candidates will be contacted.

Thank you for your interest in Concert Properties.