IT Team Lead


Offre publiée le 2024-03-27


Leap is revolutionizing the event technology industry by empowering organizers to create experiences that are more engaging, more thrilling, and more impactful than ever before.

Our all-in-one suite of ticketing, mobile apps, experiential marketing, and patron management tools, combined with our expert marketing services, allows organizers to drive nonstop engagement and capture all customer data from their entire event.

That’s why iconic brands like New York Comic Con, Bonnaroo, Illuminarium, and the NHL choose us to power their events.

We are a diverse and passionate team of event experts and fans who are dedicated to helping organizers transform their event experiences.

Like our clients, we live and breathe events. We take our passion, knowledge, and hands-on experience and apply it to our work every single day.

With offices in Pittsburgh, Dallas, Montreal, and Sydney, and an expansive remote workforce across the globe, our diverse backgrounds give us the experience needed to create incredible events for any industry, anywhere in the world.

Leap Event Technology is recognized and certified as a Top Workplace and Great Place to Work Canada.

This position will oversee the day-to-day Service Desk operations at Leap Event Technology. As the IT Team Lead, you will be responsible for managing and leading our IT service desk team, ensuring efficient resolution of IT issues, maintaining our IT Infrastructure, managing vendor relationships and contributing to strategic IT initiatives.

Leap is a global company and remote-first. However, due to the nature of the position, strong preference will be given to candidates within commuting distance to our Montreal office and be asked to work from the office approximately twice per week.


Manage the IT Service Desk, ensuring timely resolution of tickets within established SLAs

Lead a team of IT technicians to provide hands-on technical support via tickets, email, phone and chat

Provide guidance and support to IT technicians in troubleshooting complex IT issues, act as the primary POC for all escalated service desk issues

Lead the maintenance, configuration and system administration of all IT infrastructure systems, act as the technical SME for all IT systems

Establish and maintain Service Desk catalog of IT Services

Oversee and coordinate IT projects related to our ticketing system, IT systems, asset management and hardware refresh cycles

Oversee and manage the employee onboarding and offboarding process; work closely with the HR team to improve current standards

Coordinate and manage day-to-day procurement of hardware, subscriptions, and licenses renewals

Lead quarterly user audits and IT audits of IT-owned systems, ensuring compliance and security standards are met

Maintain and update the IT knowledge base, documenting solutions and best practices for efficient troubleshooting and support

Work closely with senior management to develop and execute team OKRs, and provide input on IT budget on an annual basis

Assist in the development of Service Desk KPI metrics and provide monthly reports to senior management

Coordinate and manage the IT team schedule to ensure proper coverage and support availability

BENEFITS : Group insurance plan

Group insurance plan

RRSP match

Generous PTO

Udemy Business, a world-class learning and development platform

Job Requirements


  • Associate's Degree, Bachelor's preferred
  • 5+ years experience in Helpdesk / IT support, with at least 3+ years experience in a senior team lead role
  • 5+ years experience running help desk support in Google Workspace Environment; prior Google Workspace administration is strongly preferred
  • 5+ years experience support experience in Windows and Mac environments
  • Prior experience supporting and administrating the following enterprise tools is preferred : MDM (Jamf), Sophos AV, Atlassian (Jira Service Desk)
  • Excellent written and oral communication skills
  • Experience making IT purchases and keeping track of budgets
  • Experience managing IT inventory, systems, and vendor relationships
  • Ability to lead and coordinate IT projects, from inception to completion


2 days ago