IT Support Line, Team Lead - Internal
London Drugs INTERNALAs a valued London Drugs family member, the opportunities for career growth are unlimited! Here is a great chance for you to grow your skills and experience.
Our IT department at our head office in Richmond BC currently has opportunities for a:
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.
- 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.
- 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.
- 1–2 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.
London Drugs is an equal opportunity employer. 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.
Flexible work from home options available.
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 8,000 staff dedicated to providing our customers with a superior shopping experience.
At London Drugs, we believe in fostering a culture that treats employees like family. We are committed to providing our employees with a supportive and encouraging environment that promotes professional development and advancement. By fostering this approach, we aim to create an atmosphere where every employee feels supported, appreciated, and motivated to contribute their best to the organization.
When we consider employees for new opportunities or promotions, we see them as integral members of our work family. Our commitment to treating employees like family is reflected in our practices of open communication, recognition of achievements, and providing opportunities for continuous learning and skill development. We want our employees to feel a strong sense of belonging and commitment to their success within the organization.
Therefore, we focus on promoting from within and we invite you to view all live postings to help advance your career with us. We also hold Manager-In-Training programs and LD Career Weeks to help better educate, prepare and support you with your career advancement journey.