Toronto, Canada

Infrastructure Support Lead

Professional services

Summary: The Infrastructure Support Lead will be a key contributor to ensure that we provide a high level of system availability to our clients by proactively monitoring and maintaining our Production Systems.

Description of the role

Your leadership skills will be paramount to the success of your team and White Clarke Group, so a proven track record of team leadership is required for this role.

This is a full-time position reporting to the Service Delivery Manager.

This role requires 10% travel to client sites and White Clarke Group offices.

  • Operating on a twenty four hour, seven day a week schedule
  • Lead/Supervise a team of Infrastructure Support Analysts
  • Primary Point of contact for internal and external clients in order to fulfil Service Requests
  • Carrying out process improvements as directed or in collaboration with other WCG Service Operation teams
  • Maintaining and monitoring production systems
  • Supporting and maintaining Servers in a Hosted/Managed Datacentre Environment
  • Support and maintenance of Infrastructure applications and systems
  • Ensuring that IT technology standards and policies are adhered to with attention to SSAE-18 compliance
  • Batch Maintenance
  • Creating/Maintaining Technical Documentation
  • Support and aid in the optimization and creation of enhancements for supported infrastructure and related software
  • Proactively review system monitoring results, analyse trends and recommend changes or work with the appropriate teams (IT, Hosting, Development, Architects, etc.) to maintain optimum system performance and to prevent potential future Incidents

Requirements of the role

  • 3-5 Years in a similar role
  • Experience of working with a helpdesk ticketing system
  • Ability to work under pressure and able to multitask to ensure service levels are maintained
  • Candidate will be expected to effectively communicate with stakeholders across the organization at all levels and produce accurate written documentation
  • Must have proven capability within a customer service mind-set and be able to build strong working relationships
  • Experience in technical troubleshooting
  • Excellent written and verbal English communication skills
  • Strong analytical skills to resolve issues in a timely fashion
  • University/college/diploma degree/certificate or equivalent experience
Nice to have
  • ITIL V3 foundation
  • Experience with issue tracking software (JIRA, SharePoint, ServiceNow, etc.)
  • Knowledge of SQL Queries
  • Understanding of scripting/coding languages
  • Written and verbal communication in other languages (Spanish, Portuguese)

White Clarke Group are committed to welcoming people with disabilities with respect to recruitment, employment, training, career development and career progression and welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process.


  • Medical Benefit for Employees and Dependents
  • Dental Benefit for Employees and Dependents
  • Vision Benefit for Employees and Dependents
  • Health Care Savings Account
  • Flexible Spending Account
  • Employee & Family Life Insurance
  • Employee Accidental Life and Personal Accident Insurance
  • Adoption Assistance
  • Short & Long-term Disability Insurance
  • 401(k) with Employer Match Program
  • Employee Assistance Program (EAP)
  • Commuter Benefits
  • Educational Assistance
  • Employee Referral Program
  • Professional Association subscriptions fee assistance
  • Support with Professional Training and Development