Job Description

Technology Infrastructure & Support Lead

Salary: $75,000 to $95,000 (Determined by level of experience)

Overview

We’re looking for an Infrastructure & Support Lead to join our Vancouver HQ! Reporting to the Director, Technology, this role will work cross-functionally with all departments and gain real-world experience by leading Vessi’s technical infrastructure and support functions.

You will be responsible for supporting several day-to-day operational technologies, including ensuring efficient and effective operational support is provided, cybersecurity is prioritized and delivering infrastructure projects, while contributing as a leading voice in Vessi’s IT hardware and software roadmap.

This is an exciting opportunity for a natural problem solver and hands-on lead who thrives creating scalable and sustainable support systems, ticket and project coordination, loves hands-on technology work and enjoys providing mentorship and coaching.

What You’ll Do:

Provide leadership and mentorship for direct reports
Implement best practices, governance, and maturation of support operations
Lead operational technical support for HQ, retail and provide MSP oversight
Own the ticketing system, report and manage metrics for KPI tracking
Be the face of support for the organization
Plan, implement and maintain network infrastructure (Cisco Meraki & AnyConnect, Verakada, Solink)
Plan, implement and maintain Microsoft Entra, group based & certificate based security, related licensing and tools (Entra ID, Microsoft tools licensing, SSO, InTune MDM)
Install, troubleshoot and conﬁgure hardware and software
Select and purchase hardware and software solutions
Ensure asset management inventory of IT equipment and systems is kept up to date
Develop and maintain a list of approved software, including evaluation and selection of new tools
Support and track licensing for business productivity applications
Coordinate projects (rollouts, etc)
Monitor and implement cybersecurity
Create and maintain a knowledge base for IT support processes and for the business
Explore AI agentic capabilities for IT support cases
Provide user training
Onboard and offboard users

Tech and Software Stacks

Hardware/Infrastructure: Cisco Meraki, Windows and Apple laptops, Apple devices, Shopify hardware, penetration testing, patch management, and more.
Software: Atera, Jira, Google Workspace, Microsoft Entra, MS365, InTune, ClickUp, Shopify, Slack, Adobe, RMM, cybersecurity tools, and more.

What We’re Looking For:

5+ years progressive experience in technical infrastructure and support
A degree or diploma in technology (or equivalent)
Expert understanding of technical infrastructure and support methodology (ITIL certification an asset)
Leadership experience, preferably in a technical capacity
Solid cybersecurity experience, including running pen tests and conducting license audits
Experience with Cisco Meraki, Google Workspace, surveillance camera administration, Shopify (or other POS), Microsoft Entra, InTune MDM, Apple administration and cert based enrollment
Project management or coordination experience
A passion for problem solving and issue resolution
Strong focus on root cause resolution, accountability and ownership
Ability to solve technical issues in an eﬃcient, professional manner and mentor others on the same
Previous experience in hybrid work environments

It’s a Bonus If You Have:

Experience working for a startup
ITIL certification
Experience providing support in a fashion retail environment
An understanding of PCI compliance
Experience in a hybrid work environment

Vessi Footwear

Open Positions

Infrastructure & Support Lead