Team Lead, System Support

Full Time
Location: Calgary AB

Be Boring. Make Money. is our investment approach but we are anything but dull. We are a diverse passionate team united by our commitment to provide our clients with financial peace of mind and our desire to create one of the best companies in the world. A career with us will be demanding; however the experience will also be dynamic supportive intellectually stimulating and above allmeaningful. We take pride in doing things a little differently than other investment firms. Innovative ideas diverse opinions and experiences and teamwork are expected and rewarded regardless of title or tenure.

Dedicated to our people we have consistently been recognized as a preferred employer receiving awards such as Canadas Top 100 Employers (2025) Alberta Top Employers (2025) and Canadas Top Small & Medium Employer (2025).

The Opportunity

The Team Lead oversees the daily operations of a team of service desk professionals ensuring the delivery of highquality IT support services. This role combines technical expertise leadership and process management to maintain SLA compliance and drive continuous improvement. The Team Lead will also serve to close gaps between the Service Desk and other BT teams to ensure highquality service delivery resource allocation and collaboration.

Role Responsibilities

• Ensure a professional empathetic and customerfocused approach to all interactions
• Resolve escalated hardware software and network issues that cannot be resolved by Support Analyst
• Manage and resolve customer escalations from the Service Desk team
• Handle configurations installations and advanced troubleshooting for enterprise applications and systems (e.g. Microsoft 365 VPN)
• Configure deploy and troubleshoot user devices including laptops desktops and mobile devices
• Manage and resolve issues related to device imaging system updates and hardware compatibility
• Manage and maintain hardware and software inventory ensuring accurate records of assets licenses and assignments
• Act as the escalation point within the Service Desk team providing guidance and mentoring and coaching as needed
• Lead and manage a small team of service desk analysts
• Collaborate with Dev Ops team for specialized issues (e.g. server or network problems)
• Create update and maintain documentation for Service Desk knowledge base complex troubleshooting procedures and known issues
• Ensure compliance with organizational security policies (e.g. endpoint protection encryption and MFA)
• Ensure incidents and requests are logged categorized prioritized and resolved according to ITIL best practices
• ITSM Configuration (Service Desk Plus)
• Implement monitoring tools to proactively identify potential system or network issues
• Reinforce audit and quality assurance check service desk processes procedures and documentation
• Generate reports on recurring incidents escalations and SLA performance metrics
• Analyze ticket trends and generate reports to proactively recommend and implement process/tool improvements
• Serve as a liaison to other user teams integrating with their workflows to better understand needs gather feedback and improve service delivery
• Ensure compliance with organizational policies ITIL processes and industry standards
• Provide technical training to the team
• Use existing articles to assist in resolving user issues

Desired Qualifications

• PostSecondary Education in Computer Science Information Technology or a related field or equivalent work experience
• 5 years of experience in a technical support or IT service desk role (including 2 years in a Leadership Role)
• CompTIA A Certification
• CompTIA Network Certification
• CompTIA Security Certification
• ITIL Managing Professional
• Microsoft Certified: Enterprise Administrator Associate
• Jamf Certified Associate
• Demonstrated experience with Active Directory Microsoft 365 and basic networking (TCP/IP DNS DHCP)
• Expert with Mobile Device Management tools (InTune Jamf)
• Experience with enterpriselevel software and tools (e.g. VPN remote desktop tools)
• Proficiency in using ITSM tools (Service Desk Plus)
• Proven analytical proactive problem solving troubleshooting skills and implement effective solutions
• Ability to handle user issues with patience empathy and professionalism
• Excellent verbal written and communication skills and the ability to interact professionally with all internal and external stakeholders
• Exceptional collaboration with users peers and crossfunctional teams
• Strong organization and prioritization skills with exceptional attention to detail

Why Mawer

• Directly contribute to the firms growth as a global independent investment manager.
• Learn and work within a highperforming team that has consistently delivered exceptional longterm investment results and high levels of client satisfaction.
• Be a part of a meritocracy in which the quality of ideas supersedes hierarchy; where every role is valued and every voice heard. At Mawer talented team members can progress quickly regardless of tenure or experience.
• Our unique culture which is integral to who we are and (we think) a competitive advantage. Our culture is shaped by our core values (integrity putting clients interests first excellence teamwork and longterm thinking) and key behaviours (curiosity candour accountability and appreciation) which are much more than words on a page. They guide the way we operate make decisions and communicate every day.
• We offer a flexible work environment with a blended workplace approach tailored to the unique needs of each department and team. This allows employees to seamlessly combine inperson and remote work experiences fostering collaboration promoting worklife integration and empowering our team members to thrive in a dynamic interconnected professional setting.

Our Benefits and Perks Include:

• Comprehensive health and wellness benefits
• Unlimited vacation days
• Retirement planning assistance including RSP contributions
• Annual learning stipend
• Parental leave topup
• Significant community investment contribution via our Employee Matching Program

To apply please submit your resume cover letter and application by June 9^th 2025 at: candidates must be eligible to work in Canada. Only applications that include all required materials will be considered.

At Mawer we are committed to fostering a culture of diversity and inclusion. We strive to attract hire develop and retain the best people from a wide variety of backgrounds/experiences and create an environment where unique ideas and perspective are heard and valued. We believe a diverse and inclusive culture fuels innovation and enables more effective decisionmaking across the firm helping to improve investment performance strengthen client partnerships and create more value for all stakeholders: clients employees owners and society.

We administer all practices and programs without discrimination and strive to provide equal access to employment. A Human Resources representative will work with applicants who request accommodation or special assistance during the application process. If you need accommodation or assistance please contact us at .

We believe experience comes in many forms and were committed to adding new perspectives to our team. If your experience is close to what weve outlined we encourage you to apply.

About Mawer

Established in 1974 Mawer Investment Management Ltd. is an independent firm that provides worldclass global investment management services to a broad range of institutional and individual clients. We are proud of our reputation as one of Canadas most respected investment management firms and strive to earn such respect by continually delivering longterm investment excellence developing strong client partnerships and living our core values.

No telephone inquiries please.
We thank all applicants and advise that only those selected for an interview will be contacted.