{"id":1941784,"url":"https://alion.io/job/indwell-it-team-lead-helpdesk-kw","title":"IT Team Lead - Helpdesk-KW","company":{"id":3854053,"name":"indwell","domain":"indwell.co","url":"https://alion.io/company/indwell-2","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":null},"role":"Leadership","role_family":"Leadership","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kitchener, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":65000,"max":74562,"currency":"CAD","period":"year","gross":null,"usd_annual":52286},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"SharePoint","optional":false},{"name":"SIEM","optional":false},{"name":"VLAN","optional":false},{"name":"VPN","optional":false}],"status":"live","first_seen_at":"2026-10-05T04:00:00Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-10-27T08:30:45Z","board_verified":true,"closed_at":null,"days_open":22,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":22},"description":"Information Technology Team Lead, Helpdesk- Full Time\nSouthwest- Kitchener, Ontario\nSalary: $65,000-$74,562 \nClosing Date for Applications: October 19, 2026\n\nPosition: This is an entry-level Team Lead role that blends hands-on technical responsibilities with leadership of helpdesk operations, including team guidance, escalation support, and service delivery coordination. The successful candidate will remain actively engaged in technical work while supporting the team in delivering high-quality IT services.\nThis position is well suited for an experienced IT professional who is ready to take the next step into leadership while continuing to build their skills in systems administration, endpoint management, networking, and security within a collaborative, mission-driven organization.\nAbout Indwell: We are a Christian charity that creates affordable housing communities and supportive programs to people seeking health, wellness, and belonging. Founded in 1974, we continue to grow and thrive to build high quality energy efficient housing and inclusive living, uplifting our society. Our belief is that every employee is a leader contributing to transform lives through HOPE and HOMES. Being a part of our amazing team you will be fulfilled working together with others who are genuinely invested in Indwell's mission to serve people impacted by poverty and homelessness. To learn more, go to: www.indwell.ca\nHours of Work: Full-Time – 40 hours per week, primarily weekdays 9:00am–5:00pm, with some flexibility required.\nLocation: Based in Kitchener, Ontario, with regular travel to Indwell program locations within Kitchener, Cambridge, London, and surrounding areas. Mileage paid when travelling outside of the local city office.\n\nWHAT YOU WILL BE DOING:\nHelpdesk Leadership & Team Support\nProvide day-to-day guidance and support to helpdesk team members, fostering a collaborative and service-focused environment\nAct as the first point of escalation for complex or high-impact technical issues\nSupport workload coordination, ticket prioritization, and service levels across the team\nPromote best practices for troubleshooting, documentation, and customer service\nMentor and support team members in developing their technical and customer service skills.\nContribute to onboarding and knowledge sharing within the team\n\nHands-On Technical Support\nProvide first and second-level technical support through phone, email, chat, video, remote software, and onsite face-to-face support\nRespond to helpdesk tickets, troubleshoot issues, and resolve problems in a timely manner\nSupport PCs, servers, printers, phones, security systems, and networking equipment\nMaintain detailed documentation of user communications and resolutions within the ticketing system.\nFollow up on ongoing support issues to ensure implemented solutions are effective and clearly communicated\n\nSystems & Infrastructure Support\nSupport Microsoft technologies including Microsoft 365, Active Directory, Azure AD, Intune, SharePoint, MDM, patching, backups, and server environments\nAssist in planning and executing IT projects such as hardware deployments, software implementations, upgrades, and maintenance initiatives\nMonitor and update system performance and security\nManage user accounts, permissions, rights, and group memberships\nCoordinate with vendors and service providers to ensure proper maintenance and operation of equipment\nEscalate unresolved issues to appropriate internal escalation teams when necessary\n\nNetworking & Security\nSupport network administration tasks including LAN, VLAN, VPN, firewalls, and VoIP systems\nAssist with cybersecurity tools and processes such as EDR, SIEM, NDR, and vulnerability management (considered an asset)\n\nTraining & Continuous Improvement\nAssist in training users on new systems and software\nContribute to the development and implementation of IT policies and procedures\nAttend workshops or industry-related events to stay current with emerging technologies and security practices\nPerform other duties as assigned\n\nOn-Call Responsibilities\n\nThis role participates in a weekly rotating on-call schedule shared among IT team members. During assigned on-call weeks, coverage is required:\nWeekdays: 5:00pm–9:00am\nWeekends: 24-hour coverage\nWhile on call, the Team Lead is responsible for:\nServing as the primary point of contact for urgent after-hours requests\nResponding to critical infrastructure alerts (e.g., server outages, network disruptions, system failures, or security incidents)\nAssessing incident severity and initiating troubleshooting or escalation according to internal procedures.\nAddressing urgent user-impacting issues that cannot reasonably wait until the next business day\n\nRoutine, non-urgent requests will be addressed during regular business hours. Clear escalation protocols and leadership support are in place to support the on-call technician. \n\nWHAT YOU WILL BRING:\nA commitment to upholding and modeling the standards set out in Indwell’s Mission Statement, Statement of Faith, and other operating standards and policies\nUniversity or College graduate in Computer Systems Technology or related discipline\nMinimum of 4–5 years of relevant IT support experience, with demonstrated progression in responsibility\nStrong experience supporting Microsoft technologies including Microsoft 365, Active Directory, Azure AD, Intune, SharePoint, server environments, MDM, patching, and backups\nDemonstrated ability to support, mentor, or guide others in a team environment\nStrong technical and troubleshooting skills to diagnose and remediate hardware and software issues\nSolid understanding of networking fundamentals (LAN, VLAN, VPN, firewalls, VoIP)\nAbility to communicate technical concepts clearly in non-technical language\nProven customer service experience\nExcellent analytical and problem-solving skills\nEffective interpersonal and communication skills with the ability to work collaboratively within a team environment\nAbility to balance hands-on technical responsibilities with team support and coordination\nAbility to work independently, remain flexible, organized, responsible, and take initiative\nValid “G” class driver’s license and access to a reliable vehicle\nAbility to travel to multiple program locations within Hamilton, Burlington, Peel Region, and surrounding areas\nAssets\nIndustry certifications (e.g., Microsoft, CompTIA, Cisco)\nExperience with cybersecurity tools (EDR, SIEM, vulnerability management)\nExperience supporting multi-site environments \n\nWe want you to thrive:\nVacation: 3 weeks (15 days) paid with 8 HEAL days (sick and personal appointments) per year\nExtensive Benefits paid: Extended health (100% medication coverage- some exceptions may apply), dental and vision care. Life Insurance and long-term disability\nEmployee Assistance Program- primary care and professional consulting services\nGroup RRSP: Indwells contributes 5% of salary\nOnboarding Process: We provide an extensive onboarding process that includes virtual training, in person training and shadowing other staff\nProfessional and Personal Development: We provide an Annual Spring Leadership Conference to grow professionally and a Fall Spiritual Nature Retreat to rest and recharge with co-workers. Trainings including topics related to the StrengthsFinder assessment, Indigenous Cultural Safety, 2SLGBTQIA+ Awareness, First Aid.\nSocial Events: Indwell’s Hope and Homes Banquet yearly to celebrate the important work we do + team gatherings\nWe’re seeking to create a diverse work culture with qualified individuals who share our commitment to equity and inclusion, who will contribute to the diversification of ideas and perspectives. Our employment, supports and services are open to people from every creed, race, ethnicity, sex, ability, sexual orientation, and gender identity. And we especially invite applications from Black, Indigenous peoples, members of racialized communities and intersectionalities. Indwell’s leadership are motivated by the example of Jesus Christ as reflected in Indwell’s statement of faith.\n\nInspired to JOIN OUR TEAM, we invite you…\nTo APPLY: Please forward your cover letter and resume to our website: www.indwell.ca/careers. We thank all for your interest; however, only those applicants that are being considered will be notified.\nIndwell uses AI-assisted tools in the hiring process with human oversight where final employment decisions are made by people. We are committed to using these technologies in a manner that is fair and transparent. \n\nPersonal information submitted will be used only for employment opportunities within Indwell in accordance with the Freedom of Information and Privacy Act.\n\nAccommodation will be provided to applicants who make their needs known in advance for the duration of the hiring process as required under Indwell’s Employment policy.","description_format":"text","description_chars":8849,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Life insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Health Care","Psychotherapy & Counseling"],"lifecycle":[{"event":"open","at":"2026-10-06T03:38:30Z"}],"visa":[],"liveness":{"score":76,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.845,"p_room":0.9,"age_days":22,"expected_fill_days":39,"reasons":["conf:1","win:mid"],"computed_at":"2026-10-27T05:46:45Z"},"pay":{"stated_usd_annual":52286,"is_top_pay":false},"html_url":"https://alion.io/job/indwell-it-team-lead-helpdesk-kw","json_url":"https://alion.io/job/indwell-it-team-lead-helpdesk-kw.json","meta":{"generated_at":"2026-10-27T12:37:57Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":371,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3854053},"rest":"https://alion.io/mcp/rest/get_company?id=3854053"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Findwell-it-team-lead-helpdesk-kw"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Findwell-it-team-lead-helpdesk-kw"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Findwell-it-team-lead-helpdesk-kw"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/indwell-it-team-lead-helpdesk-kw\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Findwell-it-team-lead-helpdesk-kw"}]}