Enterprise Technical Team Lead

This is a fully remote position, open to applicants in Canada.

📋 Description

• Report to the Service Delivery Manager and collaborate closely with the Enterprise Account Manager and SDM.

• Supervise the implementation and operationalization of Managed Services to ensure successful service outcomes.

• Provide coaching and mentorship to technicians while offering technical support and guidance on complex issues.

• Act as an escalation point for service team members and serve as the primary contact for clients and vendors.

• Manage and maintain client Azure environments, while monitoring and addressing security alerts using Microsoft Sentinel and Microsoft Defender.

• Take charge of security incidents from detection to remediation and conduct post-incident reviews.

• Implement and support secure Azure identity, networking, and security policy solutions.

• Keep runbooks, alert response procedures, and configuration documentation up to date.

• Assess security posture metrics, implement corrective actions, and communicate the results.

• Oversee the implementation, operational health, and troubleshooting of Intune, Windows Autopilot, compliance policies, patching, and software deployment.

• Resolve intricate endpoint incidents, including failed deployments, policy conflicts, compliance issues, and user-impacting problems.

• Manage endpoint lifecycle processes, including onboarding/offboarding, device refreshes, and configuration standardization.

• Conduct tests on Windows updates, Intune policy changes, and configuration adjustments before production rollouts.

• Engage in incident, request, and escalation queues, addressing issues within service expectations.

• Support major incident responses by coordinating technical efforts and communicating status and resolution steps.

• Identify recurring issues and operational gaps, proposing improvements.

• Mentor technicians during live troubleshooting, incident calls, and complex implementations.

• Review technicians' work and provide constructive feedback on tickets, configurations, and remediation steps.

• Develop standard operating procedures, knowledge base articles, and deployment standards.

• Identify opportunities for automation and operational efficiency through scripting, policy standardization, and system integration.

• Clearly explain incidents and remediation actions to client stakeholders using non-technical language.

• Take part in client discussions regarding cloud health, endpoint stability, and security posture.

• Recognize unmet needs or risks and suggest actionable improvements that align with managed service capabilities.

⛳️ Requirements

• A minimum of 10-15 years of leadership and industry experience, successfully guiding highly productive organizational units with a proven track record in delivering business and financial results.

• At least 5-7 years of experience in mergers and/or acquisitions, particularly within organizations of similar size and scope to F12.

• Over 5 years of successful project management experience in a business integration role or capacity.

• Education and/or experience equivalent to an undergraduate degree or higher in a technical field.

• A dynamic personality capable of effectively engaging and influencing both internal and external stakeholders.

• An independent self-starter with a collaborative working style, a strong work ethic, and the flexibility to take on a wide range of roles and responsibilities.

• Proven ability to influence and negotiate effectively with new partners and existing internal resources.

• Strong problem-solving and creative thinking skills.

• Financial acumen related to budgets, forecasting, and risk/cost controls.

• Willingness to travel as needed and to work outside of regular business hours.

• Exceptional attention to detail with strong organizational and analytical skills.

• A successful track record of delivering results on time and within budget.

• Excellent verbal and written communication abilities.

• A team player who can effectively influence others within business and functional teams.

• Capability to work under tight timelines in a fast-paced, dynamic environment.

• Proven superior people management and coaching skills.

• Ability to operate strategically while remaining detail-oriented to add value to clients and support the team.

• Experience in managing and monitoring performance metrics across business units and project portfolios.

• Outstanding management capabilities with excellent oral, written communication, and presentation skills.

• An empathy-driven communication style and user-centric mindset.

• Strong problem-solving and critical thinking abilities.

• Detail-oriented with disciplined execution skills.

• Expertise in change leadership and stakeholder engagement.

• Effective facilitation and consultative communication skills.

• Strong organizational skills with the ability to manage multiple priorities.

• Commitment to team collaboration and a willingness to share knowledge.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and growth.

• Flexible working arrangements.

• Competitive salary and performance-based incentives.

• Supportive and inclusive work environment.