IT Support Line Team Lead

Richmond - Canada

Hourly Salary: $ 23 - 35

Posted on: 15 hours ago

Vacancies: 1 Vacancy

Job Summary

Not just a job

a community

a partnership

a team

Youll experience them all at London Drugs. As one of Canadas fastest-growing and most successful retail chains we know what it takes to build a satisfying career. We are seeking innovative customer focused people to join our team! Our IT Department currently has opportunities for:

IT Support Line Team Lead

The IT Support Line Team Lead oversees the daily operations of the IT Support Line supporting both retail stores and head office users. This role provides hands-on technical guidance manages service delivery and ensures consistent high-quality support across the organization. The Team Lead plays a key role in developing team capabilities building and maintaining documentation reporting on support trends and driving continuous improvement initiatives in partnership with IT leadership.

Responsibilities include:

Lead coach and mentor a team of analysts supporting retail store systems and corporate end users.
Manage daily workloads monitor ticket queues and adhere service quality standards.
Serve as the escalation point for critical and/or unresolved technical issues impacting store operations.
Prepare and deliver annual performance appraisals for IT Support Line team members working with the IT Client Services - Manager to align on feedback and development goals.
Partner with the Manager to recruit select and train new team members ensuring strong onboarding and ongoing skill development.
Foster a supportive collaborative and customer-focused team environment.
Encourage accountability cross-training and professional growth across the team.
Develop maintain and continuously improve IT Support Line documentation.
Capture team and organizational knowledge to create accessible standardized documentation.
Establish review cycles to keep information current and relevant.
Promote consistent documentation use and contribution within the team.
Produce regular reports on IT Support Line performance.
Analyze data to identify opportunities for process improvement training or preventive maintenance.
Share insights and recommendations with IT leadership to enhance service quality and efficiency.
Provide hands-on technical support for escalated incidents particularly store-critical systems such as POS mobile devices and network connectivity.
Collaborate with Infrastructure Application and Field Services teams to resolve complex or recurring issues.
Support technology rollouts store openings and hardware refresh initiatives.
Identify and implement process improvements automation opportunities and workflow efficiencies.
Act as a liaison between the IT Support Line and other IT related teams including Management and Retail Operations.
Communicate planned maintenance outages and service updates clearly to store and head office users.
Partner with Management to ensure IT Support Line readiness for new initiatives or system changes.

The successful candidate will possess:

Strong leadership and people management abilities including performance evaluation and staff development.
Excellent written communication and documentation skills.
Analytical mindset with the ability to identify trends and present data-driven insights.
Organized detail-oriented and process-focused.
Customer-first mindset with a deep understanding of retail operations.

Education and Knowledge:

Diploma or degree in Information Technology Computer Science is considered an asset
Experience in IT support or IT Support Line operations preferably within a retail or multi-site environment.
12 years of leadership supervisory or team lead experience preferred.
Experience with ITSM platforms (e.g. ServiceNow Jira) and documentation/reporting tools (e.g. Confluence SharePoint Power BI Excel).
Familiarity with POS systems retail hardware and network troubleshooting.

The typical schedule is daytime Monday to Friday. Must be available to occasionally work evenings or weekends.

If you are a well-organized self-motivated individual possessing professional customer service skills a positive and professional attitude plus an eye for detail then we have the opportunity for you to excel!

We offer advancement opportunities through our promote-from-within policies starting pay will fall within the salary range indicated and may vary based on job-related experience knowledge and education.

We also offer a comprehensive benefits program including:

Health & Wellness
Comprehensive medical dental prescription drug and vision coverage for you and your family
Helping you plan for your future with Company matched RRSPs
Employee Discount Program
Ongoing in-house Training & Education Courses
Postsecondary Entrance Scholarships for you or your children
Free confidential counselling through our Employee Family Assistance Program
Employee Recognition Program

If you possess the necessary skills and expertise and would like to join an exciting team of professionals

Apply Now!

London Drugs is an equal opportunity employer dedicated to building an inclusive and diverse workforce. We are committed to building a company that represents a variety of backgrounds perspectives and skills. The more inclusive we are the better our work will be.

We will provide accommodations during the recruitment process upon request.

The above statements are intended to describe the general nature and level of work applicable to this position and are not intended to be an exhaustive list of all responsibilities duties and skills required. Be advised London Drugs DOES NOT use third party recruitment services.
London Drugs may collect use and/or disclose your personal information (including the information in this application) where it is reasonable for establishing managing or terminating an employment relationship. This includes the use or disclosure of your personal information to persons inside or external to our organization for the purpose of checking references or gathering other information to support an assessment of your candidacy.

To protect yourself do not respond to unsolicited job offers from individuals or e-mail addresses and never disclose any sensitive details about your identity (including personal or financial) to anyone you do not know or trust or on any unverified website or website you do not trust.

Flexible work from home options available.

Compensation: $23.00 - $35.00 per hour

London Drugs is 100% Canadian owned and is focused on local customers satisfaction. Across Alberta Saskatchewan Manitoba and British Columbia London Drugs 79 stores employ more than 8000 staff dedicated to providing our customers with a superior shopping experience.

We are committed to making a positive impact on the world and the communities we operate in. From responsible sourcing packaging take-back and in-store recycling centres we invest in making our practices more environmentally sound and continue to look for better greener ways to do business.

We believe our employees are our greatest asset and we are committed to fostering a vibrant and inclusive workplace where every team member can thrive. Our supportive culture encourages creativity and collaboration allowing you to make a meaningful impact on our customers experiences. Together we celebrate diversity innovation and a shared passion for delivering exceptional service making London Drugs not just a place to work but a place to grow and succeed.

Not just a joba communitya partnershipa teamYoull experience them all at London Drugs. As one of Canadas fastest-growing and most successful retail chains we know what it takes to build a satisfying career. We are seeking innovative customer focused people to join our team! Our IT Department current...