ZWILLING J.A. Henckels Canada Ltd. IT Support Supervisor

POSITION OVERVIEW This role encompasses responsibilities across two functional tracks — Primary Support and Supervisor. The incumbent operates at L1/L2 complexity levels and is responsible for maintaining IT infrastructure, supporting end users, and ensuring network security and system reliability across Canadian operations.

RESPONSIBILITIES & DUTIES

Position Summary

The IT Support Supervisor is responsible for overseeing daily IT support operations, ensuring timely resolution of end-user issues, maintaining IT infrastructure, and providing leadership to the support team. This role acts as the escalation point for complex technical issues while supporting the organization's network, systems, security, and business applications. Experience required is 3-5 years.

Key Responsibilities

Service Desk Management Manage, monitor, triage, and resolve JSM defects and new technical requirements. Ensure adherence to Service Level Agreements (SLAs). Supervise and mentor L1 and L2 IT support staff. Prioritize incidents and service requests based on business impact. Conduct regular ticket reviews and identify opportunities for process improvement. Develop and maintain support procedures, knowledge base articles, and documentation. Manage onboarding and offboarding IT activities for employees.

End-User Support Provide advanced troubleshooting and escalation support for: Windows 11 operating systems. Microsoft 365 applications and services. Mobile devices and endpoint management. Printers, scanners, and peripheral devices. Collaboration platforms such as Microsoft Teams Resolve hardware, software, and connectivity issues. Support remote and hybrid workforce environments.

Network Administration Monitor and maintain LAN, WAN, Wi-Fi, VPN, and Internet connectivity. Troubleshoot network performance and connectivity issues. Manage network infrastructure including: Switches Routers Firewalls Wireless access points DNS Coordinate ISP and telecommunications vendor escalations. Assist with network upgrades, deployments, and site expansions.

Systems Administration Administer Active Directory and Azure Active Directory (Entra ID). Manage user accounts, permissions, and group policies. Support Windows Server environments. Maintain file servers, print servers, and shared resources. Perform system updates, patch management, and health monitoring. Support virtualization platforms such as Proxmox or Hyper-V.

Cybersecurity & Compliance Implement and enforce security policies and best practices. Monitor endpoint protection and security alerts. Support Multi-Factor Authentication (MFA) deployments. Manage vulnerability remediation activities. Conduct periodic access reviews and audits. Assist with cybersecurity awareness initiatives. Support compliance requirements and IT security standards.

Cloud & SaaS Administration Administer Microsoft 365 environment including: Exchange Online SharePoint Online OneDrive Teams Manage SaaS applications and licensing. Support cloud migrations and integrations. Monitor cloud service availability and performance.

Vendor & Asset Management Manage relationships with external and internal IT vendors and service providers. Coordinate hardware procurement and software licensing. Maintain IT asset inventory and lifecycle management. Track support contracts, warranties, and renewals. Evaluate technology solutions and recommend improvements.

Project Support Lead or participate in IT projects including: Network refreshes Infrastructure upgrades Security initiatives Cloud migrations Develop implementation plans and documentation. Coordinate testing, deployment, and user communication.

Reporting & Leadership Track ticket trends and recurring issues. Recommend improvements to service delivery and infrastructure. Assist with IT budgeting and forecasting. Provide technical guidance to junior support staff.

Technical Skills Microsoft 365 Administration Active Directory / Azure AD (Entra ID) Windows Server Administration Networking (TCP/IP, DNS, DHCP, VLANs, VPNs) Firewall Administration (Sophos) Endpoint Management (Group Policy) Proxmox or Hyper-V Backup and Disaster Recovery Solutions (Veeam) ITSM/Ticketing Systems (Jira) Cybersecurity Fundamentals SAP (Preferred) Salesforce (Preferred) EDI Systems (Preferred) MyTwin P2P Platform (Preferred) MyPOS Administration and Support

Leadership Competencies Team leadership and coaching Incident management Vendor management Customer Service Orientation Project coordination Documentation and process improvement Communication and stakeholder management

Nice to Haves: MyPOS system administration and support Experience managing teleconferencing equipment Experience with Zebra Label Printers Experience with Enterprise applications – Salesforce, SAP, Avaya Willingness to travel

Employment Type This is a full-time permanent position. Salary range $80,000 - $110,000

Candidates that meet the above requirements will be contacted for an interview. We would like to thank you for your interest in ZWILLING.