Manufacturing It Support Team Lead

Description:

Team Lead, Manufacturing IT Support

Canada Goose isn't like anything else. We've built something great, something special - an iconic lifestyle brand with an inspirational and authentic story. At the heart of it is our promise to inspire and enable all people to thrive in the world outside. To Live in the Open. At Canada Goose, you're part of a movement that belongs to something bigger. One that seeks out the restorative power of nature and is driven by a purpose to keep the planet cold and the people on it warm. We endure any condition, observe every detail, and are building a community that believes in living bravely and coming together to support game-changing people.

Here, opportunities are everywhere - to try something new, to learn, to do meaningful and impactful work, and they're yours for the taking.

Position Overview

The Technology Support Team Lead oversees IT support across Canada Goose’s manufacturing locations within Canada while providing leadership, technical guidance, and escalation support to the Technology Support team. This role ensures high‑quality service delivery, operational stability, and alignment with enterprise IT standards.

The Team Lead collaborates closely with Infrastructure, Cybersecurity, Enterprise Applications, and other Technology Operations teams to maintain system reliability and support technology initiatives across the organization.

What You'll Do

.Leadership & Team Management
Lead, mentor, and support Technology Support Associates across Canada Goose’s manufacturing sites, fostering a collaborative and high‑performance culture.
Act as the primary onsite escalation point for manufacturing, logistics, and shop‑floor support issues.
Oversee daily workload distribution, ensuring timely response, resolution, and SLA adherence.
Provide coaching, training, and development opportunities to team members.
Support recruitment, onboarding, and performance feedback for the local support team.
Operational Support & Service Delivery
Oversee and provide advanced 2nd‑level support for end‑user technologies across corporate, manufacturing, and logistics environments.
Ensure consistent and effective use of ServiceNow for incident logging, escalation, and documentation.
Coordinate all onboarding/offboarding activities, ensuring proper access, equipment readiness, and compliance.
Maintain accountability for AV/meeting room reliability and user experience across supported sites.
Ensure strong partnership with IT Operations teams to resolve escalated infrastructure, application, and cybersecurity issues.
Manufacturing & Shop‑Floor Technology
Provide advanced support for manufacturing systems including Leadtec, fabric cutting systems, pattern making equipment, RFID scanners, barcode printers, Zebra devices, and other IoT or production technologies.
Ensure reliability of barcoding, thermal printing, and shop‑floor connectivity across multiple facilities.
Support site readiness for operational audits, compliance reviews, and change management activities.
Technical Operations & Maintenance
Oversee workstation and mobile device deployments, including imaging, configuration, and lifecycle planning.
Coordinate regular OS patches, security updates, and software deployments to maintain compliance and device health.
Support infrastructure components onsite (switches, APs, UPS, servers) in partnership with Infrastructure teams.
Participate in planning and executing IT site moves, upgrades, and expansions.
Service Excellence & Documentation
Ensure the team delivers exceptional customer service across all departments.
Maintain and improve technical documentation, knowledge articles, and user guides.
Champion continuous improvement by identifying gaps, recommending enhancements, and implementing process improvements.

Let's Talk About You

Post‑secondary education in Information Technology or an equivalent combination of education and experience.
CompTIA A+, Network+
Microsoft 365 certifications
ITIL Foundation
Microsoft Professional Certifications or similar
Minimum 4–5 years of progressive IT support experience
Supporting manufacturing or industrial environments with network‑connected machinery and shop‑floor equipment.
Multi‑site support for printers, barcode/RFID technologies, pattern cutting systems, and production hardware.
Managing workstation imaging and MDM configuration (Intune, JAMF, or similar).
Troubleshooting Windows 10/11, macOS, iOS, Android.
Supporting networking basics: switches, routers, APs, VPNs, and servers (in collaboration with infra teams).
Providing AV/meeting room support and deployments.
Working in environments with MFA, SSO, and strict compliance controls (SOX preferred).
Previous experience mentoring or guiding junior support staff is an asset.
Strong technical troubleshooting and analytical problem‑solving skills.
Ability to support and understand manufacturing technologies, IoT systems, and operational workflows.
Confident decision‑making during outages, escalations, or system disruptions.
Excellent communication and customer service skills, with the ability to support both technical and non‑technical users.