Team Lead, Help Desk Support

MealSuite, an Inc. 5000 Fastest-Growing Company, is a privately owned SaaS organization comprising 140+ team members across the globe, with hub locations in Cambridge, ON, Canada, Dallas, TX, USA, and Ho Chi Minh City, Vietnam. Our suite of end-to-end foodservice technology solutions helps professionals across healthcare and aging services streamline their operations, save time, reduce food waste, and meet regulatory requirements, so they can focus on what matters most: improving the quality of patient and resident care. 

We’re looking for a Team Lead, Help Desk Support to join our IT & Infrastructure team. Reporting to the VP, IT & Infrastructure, you’ll be overseeing the Help Desk function, managing our help desk staff, and handling the hands-on help desk work for our Canadian office.

A day in the life as a Team Lead, Help Desk Support: 

• Respond to Help Desk tickets and incidents 
• Help Desk project and functional improvement work
• New hire provisioning and account setup 
• Handle ad-hoc technology-related service requests 
• Coach and develop a small Help Desk team 
• Hardware ordering, logistics, and inventory management
• Develop new automation and documentation for Help Desk 
• Oversee governance and recurring cadence work owned by Help Desk 

If the below describe your knowledge, experience and character, this role could be for you:  

• I have knowledge of Help Desk support, gained through 5 years of Help Desk experience and ideally 2+ years in a leadership role 
• I have hands-on experience support Windows 10/11 and MacOS laptops and desktops 
• I have professional experience with O365 administration 
• I’m familiar with email delivery troubleshooting and email security configuration/troubleshooting (DMARC, SPF, etc.) 
• I understand LAN networking and have experience troubleshooting network issues 
• I have used a ticketing system (Jira Service Desk a plus) and have hands-on experience doing reporting, analytics, management, and configuration for a ticketing system 
• I have professional experience with powershell & bash scripting/automation  
• I have exceptional communication skills, both written and spoken 
• I’m willing to occasionally travel and have a valid passport and no travel restrictions that limit my ability to cross the border between Canada and the USA (and Vietnam if required for role). 
• I thrive in an agile environment that is constantly changing and encourages team members to collectively collaborate and communicate
• I love to be directly involved in projects and initiatives that offer continued learning and endless opportunity to express my ideas and build my leadership skills 

We know imposter syndrome can be REAL when applying for a new role, but please don't let the confidence gap prevent you from taking a leap and applying for your dream job. Your future self will thank you!  

More to love about working at MealSuite:  

• We are passionate people that care about others. The heart of what we do comes down to our mission to Deliver smiles and satisfaction to the continuum of care through an all-in-one foodservice management technology. Learn more about what we do here. 
• We’ve built a progressive culture that values teamwork and innovation. We listen to all voices and entrust team members with tasks that make a significant impact on the communities we serve.
• We’re growing sustainably. A career with MealSuite offers the innovation and agility of a startup matched with the stability of an established company in a growing industry. 

We take care of our employees too! Here are just a few of the great things we offer: 

• Unlimited paid time off – yeah, you read that right! We trust our employees to build their own version of balance so they can feel rejuvenated to bring their best every day. 
• Healthcare benefits – extended health, vision, dental, and paramedical coverage, critical illness, life and disability insurance, travel medical insurance, access to Teladoc medical experts, and a discounted gym membership.  
• Hybrid flexibility – we value the collaboration, mentorship and learning that come from physically working next to one another, as well as the benefits that remote work can offer. 
• Work-life balance – this is supported by the fact that more than 90% of current employees agree that their leader supports their wellbeing. 
• An inclusive workplace – women account for 53% of our employees and 58% of people leaders. 
• Participation in our equity program – we’d love for you to share in MealSuite's success as we continue to grow! 
• Opportunities for career development and advancement – we support our employees in pursuing and achieving their professional goals. 
• Purposeful work with a positive community impact – more than 90% of our North American employees agree that the company’s purpose aligns with their personal values. Learn more about our values at MealSuite.com/Careers. 

This role will require you to work in our office located at 96 Grand Ave S Unit 101, Cambridge, ON, five days per week.  

Have we got your attention? Great! Here’s what’s next: 

Apply today with your resume and answers to our application questions.  

We’ll start reviewing candidates within two weeks of this position being posted and will reach out to you if we’d like to get to know you a bit better.  We often get hundreds of applications for our roles (we feel very honoured that so many people are interested!) and try our best to get back to each person.  If there’s a delay in our response, please don’t think we’ve forgotten about you.  We may be taking our time to thoroughly review each candidate before deciding who to interview.  

We want to ensure that every qualified individual has an equal opportunity to work with us. If you require accommodation to our application process, please contact hr@mealsuite.com.