GlassHouse Systems (GHS) is an enterprise systems, and managed services solutions provider that develops, designs and deploys solutions for leading enterprises in Canada and the US. For almost 32 years, GHS has delivered an enterprise level of service and support to clients. Recognized with industry-leading awards each year, GHS translates this differentiation into positive client experiences.

The technical team lead will lead the day-to-day operations of the IT Service Desk team, ensuring high-quality support for clients and internal teams. This role is also a technical role, with expectations of the Team lead performing various tasks and projects around IT related opportunities supporting clients and internal GHS team. As a lead, the expectation it to guide the IT team ensuring the implementation of best practices, improving response and resolution times, and driving service excellence in the IT Support environment.

Three days a week onsite in the Toronto office is required.

• Lead and oversee the Service Desk team to ensure timely and effective handling of incidents, service requests, and escalations in alignment with SLAs.
• Lead and oversee the IT Service Desk team to ensure timely and effective handling of incidents, service requests, and escalations in alignment with SLAs.
• Ensure that the service desk adheres to IT security policies, compliance standards, and internal controls.
• Facilitate in onboarding new clients and users, ensuring seamless IT support integration.
• Monitor, prioritize, and triage both MS and internal ticket queues in ServiceNow to maintain SLA compliance and service efficiency.
• Oversee and optimize ServiceNow workflows, incident management, and automation to enhance efficiency.
• Maintain and enhance the ServiceNow knowledge base by developing documentation and troubleshooting guides to improve issue resolution efficiency.
• Maintaining an auditing inventory of installed software, hardware, and components on the IT Asset Management system.
• Administration support of Windows servers, VMWare Servers and Linux Servers.
• IAM administration/Identity provisioning.
• Work closely with the SOC, Network, and Infrastructure teams to align service desk operations with broader IT support functions.
• Ensure server availability, reliability, security, and performance through proactive monitoring.
• Collaborate with third-party vendors and service providers to implement modern technologies, troubleshoot issues, and perform upgrades or patches as necessary.
• Identify root causes of recurring issues and implement long-term fixes.
• Support data center and server room operations, ensuring adherence to established processes and procedures.
• Communicate effectively with end-users, clients, and internal teams to set expectations and provide updates.
• Develop and maintain shift schedules to ensure 24/7 or business-hour coverage as per operational needs.
• Provide afterhours support based on the scheduled rotation

• Excellent written and verbal communication skills, with the ability to effectively communicate technical concepts to both technical and non-technical stakeholders.
• Strong analytical, problem-solving, and troubleshooting skills
• Dedicated team player with team leadership experience, who enjoys working in a fast-paced team atmosphere with the ability to manage multiple priorities, commitments, and projects.
• Ability to create and maintain documentation and training materials, including KB articles, for technical staff and end-user audiences
• Ability to build and foster strong relationships across the organization and with external partner

What you'll get:

Competitive salary

Health benefits (medical, vision, dental)

Life insurance

Pension plan

Professional development

Amazing company culture

Free parking

Gym on-site

Join a team of professionals led by a diverse set of leaders from across the industry.

GlassHouse Systems commitment:

We believe that a diverse team is the key to innovation and growth. We are an equal opportunity employer that values diversity at our company and encourages all candidates to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

GlassHouse Systems will accommodate individuals with disabilities through each stage of the recruitment process. Please advise us of any needs when your interview is booked and we will do our best to meet your needs.

Please note that all candidates have to be legally eligible to work in Canada.

Any offer of employment will be conditional upon a criminal record check.

GlassHouse Systems thanks all candidates for their interest, however only those selected to continue in the process will be contacted.

• Education & Experience: University degree/diploma in Computer Science/Information Technology or an equivalent education program, with 5+ years of relevant IT experience.
• Technical Skills: Strong understanding of Windows, Linux, Active Directory, O365, VMWare, VPNs, and Endpoint Security solutions.
• ITSM Tool Skills: Strong experience in ServiceNow Administration, Configuration, and Workflow Automation.
• Automation Skills: Proficiency with automation languages such as PowerShell or Python
• Technical Analysis and Troubleshooting: 5+ years in Service desk role with strong troubleshooting skills.
• Enterprise Applications: Experience working with Microsoft services like Exchange, SharePoint, Teams and familiarity with monitoring tools
• Shift & Resource Management – 24/7 coverage, scheduling, and SLA adherence.
• Travel Requirements: Occasional travel to data centers within the Greater Toronto Area.

NICE TO HAVE:

• Network Administrators Certificate desirable
• Knowledge with public cloud platforms - IBM Cloud a plus
• Experience with monitoring tools like Manage Engine /CheckMK/ Nagios
• Experience with Forescout asset management tool
• Experience with server deployments, tape handling, copper and fiber cabling in data center environments is beneficial.