Enterprise Technical Team Lead

F12.net • Calgary, AB

59d

About The Position

Reporting to the Service Delivery Manager (SDM), the Enterprise Technical Team Lead will be expected to have technical expertise along with some team management or leadership experience. Working closely with the Enterprise Account Manager and SDM, this individual will oversee how Managed Services are implemented and operationalized for successful service outcomes. You will also take on the role of coaching and mentoring technicians while providing technical support and guidance to the team in resolving complex technical issues. You will be an escalation point for our service team members and a point of contact for our clients and vendors. The Enterprise Technical Team Lead is a senior, hands-on technical lead within managed services, responsible for the day-to-day secure operation, support, and continuous improvement of client cloud and endpoint environments. This role combines advanced technical execution with leadership through direct involvement in incident response, escalations, change implementation, and ongoing managed service delivery across Azure, security tooling, and modern endpoint platforms.
In addition to designing and implementing cloud security and endpoint solutions, the Enterprise Technical Team Lead is personally accountable for troubleshooting complex issues, restoring service, maintaining system health, and ensuring work is completed accurately and within SLA. Acting as a top-tier escalation point, this role works closely with service delivery leadership, technicians, and client stakeholders to resolve problems, prevent recurrence, and translate operational realities into practical improvements. The position collaborates closely with Security/GRC, Modern Workplace, and Infrastructure teams to ensure solutions are not only well-designed but are reliable in production.
This role remains directly involved in day-to-day service delivery, including incident response, escalation handling, troubleshooting, and change execution, ensuring solutions perform reliably in production environments.

Requirements

• Minimum of 10-15 years of leadership and industry experience, guiding highly productive organizational units with a demonstrated track record of managing delivery of business & financial results.
• Minimum of 5-7 years of mergers and/or acquisitions experience, particularly with organizations of similar scope and size as F12.
• 5+ years in successful project management initiatives in a business integration role/capacity.
• Education and/or experience equivalent to an undergraduate degree or higher in a technical field.
• Dynamic personality able to effectively engage and influence internal and external stakeholders.
• Independent self-starter with a collaborative working style, strong work ethic and flexibility to take on wide range or roles and responsibilities
• Ability to influence and negotiate effectively with new partners and existing internal resources
• Strong problem solving and creative thinking abilities.
• Financial acumen regarding budgets, forecasting, and risk/cost controls
• Willingness to travel as required and work outside of normal business hours
• Careful attention to detail with strong organizational and analytical capabilities
• Success track delivering results on time and on budget
• Effective verbal and written communication skills
• Team player who can influence others within the business and functional teams
• Ability to work under tight timelines within a very dynamic, fast-paced environment
• Proven superior people management / coaching skills
• Ability to operate at the strategic level yet being close enough to the details to add value to clients and be a management support to their team.
• Experience in managing and monitoring performance metrics across business units and project portfolios.
• Exceptional management capability with superb oral, written communication and presentation skills
• Empathy driven communication & user centric mindset
• Problem solving & critical thinking
• Detail orientation with disciplined execution
• Change leadership & stakeholder engagement
• Effective facilitation & consultative communication
• Organization and ability to manage multiple priorities
• Team collaboration and willingness to share knowledge

Responsibilities

• Cloud Security Operations & Azure Services
• Operate and maintain client Azure environments on an ongoing basis, including monitoring, investigating, and resolving security alerts using Microsoft Sentinel and Microsoft Defender tools.
• Personally, take ownership of security incidents from detection through remediation and post-incident review.
• Implement and support secure Azure solutions, including identity hardening (Azure AD), networking configurations, and security policies, ensuring configurations remain effective and compliant over time—not only at initial deployment.
• Maintain and update runbooks, alert response procedures, and configuration documentation based on real-world incidents, audits, and operational findings.
• Review security posture metrics (e.g., Azure Secure Score, vulnerability findings) and apply corrective changes directly or coordinate execution with other technical teams. Communicate outcomes clearly to internal and client stakeholders.
• Endpoint Management & Modern Workplace Execution
• Own the implementation, operational health, and troubleshooting of endpoint management solutions, including Intune, Windows Autopilot, compliance policies, patching, and software deployment.
• Act as the primary escalation point for complex endpoint-related incidents, including failed device deployments, policy conflicts, security compliance issues, and user-impacting problems. Drive issues to resolution and ensure fixes are documented and repeatable.
• Oversee endpoint lifecycle processes such as onboarding/offboarding, device refreshes, and configuration standardization, ensuring changes are executed accurately and with minimal disruption to end users.
• Test Windows updates, Intune policy changes, and configuration adjustments in advance to reduce the risk of widespread service impact before production rollout.
• Managed Service Delivery & Incident Response
• Actively participate in incident, request, and escalation queues, ensuring complex cloud or endpoint issues are prioritized, worked, and resolved within defined service expectations.
• Balance proactive improvement work with reactive support responsibilities, maintaining a strong focus on direct hands-on client work within managed service agreements.
• Support major incident response by coordinating technical efforts, communicating status and resolution steps, and assisting service delivery leadership in restoring service quickly and effectively.
• Identify recurring issues, operational gaps, or process breakdowns and propose practical improvements that reduce ticket volume, escalation frequency, or client impact.
• Technical Leadership, Mentorship & Process Improvement
• Serve as an internal escalation resource and real-time technical coach, guiding technicians during live troubleshooting, incident calls, and complex implementations.
• Review and provide feedback on technicians’ work (tickets, configurations, remediation steps), improving quality, consistency, and adherence to best practices.
• Contribute to the development and refinement of standard operating procedures, knowledge base articles, and deployment standards to improve repeatability and service quality.
• Identify opportunities for automation and operational efficiency, including scripting, policy standardization, or integration between systems to reduce manual effort and error.
• Client Engagement & Trusted Advisor Responsibilities
• Work directly with client stakeholders to explain incidents, remediation actions, and recommend improvements in clear, non-technical language, reinforcing trust and transparency.
• Participate in client discussions related to cloud health, endpoint stability, and security posture, grounding recommendations in observed operational realities rather than theory alone.
• Proactively identify areas of un-met needs or risk within client environments and suggest actionable improvements that align with managed service capabilities.

Benefits

• Three weeks vacation plus extra Flex Days, leadership development opportunities, growth coaching, and reimbursements for educational advancement and certifications.
• Health Spending Account or RRSP matching, extended health care, dental and vision coverage, disability and life insurance, and an employee assistance program.
• Tuition reimbursement, paid time off, on-site parking, high-class office amenities, and company events.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level