Workplace Technology Support Lead

Location: 530 West Broadway, Vancouver BC, Canada Core hours: Monday to Friday from 8am – 4:30pm PST Onsite Role: This position is required to be onsite 5 days a week Role Summary As the Workplace Technology Support Lead, you will be a key player in ensuring efficient communication, collaboration, and cloud infrastructure management across the organization. In this role, you will be responsible for designing, supporting, configuring, and maintaining company-wide collaboration systems such as VOIP (RingCentral), Office 365, Atlassian (Jira, Confluence), Learning Management System - LMS (Docebo), SharePoint and Azure (both cloud and local). You will be reporting to the Senior Manager, Technical Service Operations & Security, with the Systems Administrators, Cyber Risk Analyst, Security Administrator, Cloud Architects, Data Analysts and Service Desk Analysts being direct reports.

Responsibilities

Evaluate, manage and source vendor relationships for hardware, software, and cloud solutions. Maintain equipment inventory, perform installations, and ensure optimal system performance. Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues Develop and enforce request handling and escalation policies and procedures Assess the need for any system reconfigurations (minor or significant) based on request trends and make recommendations Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency Provide technical assistance and troubleshooting to end users for cloud solutions, collaboration tools, conferencing platforms, and connectivity. Ensure that data security regulations compliance and best practices are implemented across cloud platforms and communication networks. Maintain clear documentation of network configurations, cloud systems, and user procedures. Enforce request handling and escalation policies and procedures tied to Incident and Problem management Oversee the incident management and resolution process as incident manager Oversee the prioritization and escalation of IT incidents, coordinate the incident response team, and implement the workarounds Conduct post-mortems after major incidents Lead Problem Management initiatives to determine the root cause of recurring or major IT incidents/outages and come up with permanent fix recommendations Attend and facilitate Change Advisor Board (CAB) meetings and implement appropriate tools and processes to mature CAB maturity of the organization Qualifications 5+ years of experience in desktop, network support, and cloud-based solutions. Hands-on experience implementing and managing cloud platforms, VOIP, and collaboration solutions. 5+ years of experience with Active Directory, Entra ID, SSO, security policies, and access controls. 3+ years experience managing remote workforce technology and enterprise collaboration tools. Experience with RingCentral, Office 365 SharePoint, OneDrive, Azure, VOIP, Active Directory, Entra ID, SSO, users access controls and security policies. Proficiency in Microsoft Azure, Windows Server, Active Directory, and virtualized environments. Knowledge of Infrastructure as Code, network security, firewalls, and access management. Knowledge of LMS platform Administration (experience with Docebo considered a bonus) - asset Exceptional interpersonal, leadership, and communication skills Total Rewards Competitive salary, quarterly and annual bonuses based on individual and company goals 100% employer-paid premiums for extended health, health spending account, wellness program, green transportation incentive, various paid time-off options available from your first day, and product discounts Focus on professional development, 1:1 meetings with your leader, tuition assistance program and length of service rewards

The Application

Please submit a resume with a cover letter. Closing date for applications: Thursday, August 13th, 2026, at 9pm PST.

Our Company

Eminence Organic Skin Care provides premium products and unparalleled service to leading salons, spas, beauty professionals, and retail customers. For 14 years in a row, skin care professionals have voted Eminence Organic Skin Care as their Favorite Skin Care Line and their favorite company for Product Education. As a Certified B Corporation®, we are looking for Team-members who seek to positively impact lives within our communities, give back through philanthropic endeavours, and make choices to exemplify sustainability and be stewards of the environment. Eminence Organic Skin Care is proud to be an equal opportunity employer. We are passionate about maintaining an inclusive workplace that encourages and values diversity. #EminenceCareers