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.

Requirements:

• 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.

• 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 rotatio