Job Description
About F12: F12 was built by uniting IT consulting firms across Canada with a shared vision: to reduce risk and complexity by crafting technology platforms that empower leaders to focus and thrive. We elevate IT conversations from ingredients to outcomes, delivering fully designed solutions with no bad options. If you’re looking for the fast lane into an IT career or want to supercharge your professional development, you’ve come to the right place. At F12, you’ll collaborate with a diverse team and gain exposure to technology services across countless businesses—building a resume rich with experience and accomplishments. Our mission is to elevate our employees by building and retaining an elite team of IT professionals equipped to deliver unmatched service to Canadian business leaders. We value humble service, continuous improvement, and hard work—and we’re looking for like-minded individuals to join us.
The Position: Reporting to the Service Delivery Manager (SDM), the Technical Team Lead will be expected to have technical expertise along with some team management or leadership experience. Working closely with the Technical Account Manager (TAM) and SDM, this individual will be an active participant in overseeing and/or implementing 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 project team members and a point of contact for our clients and vendors.
Responsibilities:
• Manage the ticket queue daily to ensure that escalated requests are being correctly prioritized and efficiently resolved within the established SLAs.
• Oversee technicians that are part of the IST to ensure client requests are handled correctly. Responsible for monitoring & analyzing team performance metrics, identifying areas of improvement and working with reporting manager in implementing corrective actions.
• Manage client scoping requests and IMACs to ensure requests are being correctly prioritized and efficiently handled within established SLAs.
• Possible onsite requirements for project implementations or service-related issues
• Provide technical support & guidance to the team in resolving complex technical issues by acting as a client SME.
• Own project technical scoping and deliverables, project timeline, and project success factors through accurate technical notes and activity tracking
• Ensure every interaction with clients is pleasant and professional by delivering a “White Glove” experience.
• Manage responses and assist in major IT incidents.
• Collaborate with systems, network, database, technicians on proposed projects to ensure security is maintained.
• Anticipate, plan, and meet increases in customer needs and service levels.
• Ensure the departmental production goals, project, and daily outputs.
• Analyze the impact of existing proposed projects on the enterprise infrastructure to ensure projects are not compromised in accordance with technology policies.
• Create and test job plans to ensure best practices are used.
• Manage pipeline of customer escalations in priority of critical issues
• Take on mentorship role of T1, T2 technical resources.
• Act as an escalation point for the Services Delivery Manager and take on additional scope when required.
• Create and innovate new technical methods of deploying solutions.
• Maintain logs, documentation, and reports of activity.
Who You Are
• Minimum 3-year of IT infrastructure, System Admin, or similar IT support roles
• Minimum 1+ year of experience in a management or leadership role in IT service delivery environment
• Experience implementing, managing, and supporting 3rd party cloud services.
• Expertise in managing client technical escalations.
• Advanced troubleshooting ability, ability to take a technical lead with projects & work harmoniously with project management for successful client delivery.
• SME level experience in following technologies: Windows Server & Desktop Administration (ADDS, GPO, DHCP, DNS, Print Management); Virtualization (VMware ESXi, MS Hyper-V, or similar other hypervisors); Networking (Network Firewall administration, VLANs, VPNs, Routing & Switching. Hands on experience with solutions from HP,
• Strong communication and interpersonal skills, internally & client facing.
• Completion of professionally recognized technical certifications.
• A desire to help grow and mentor the team.
What You Can Expect from Us: We are proud of our forward-thinking, dynamic culture that champions diversity, inclusivity, and a respectful working environment. We also want to make sure that however you get IT done in all parts of your life, we’ve got your back. Our comprehensive total rewards program includes:
• Work-Life & Growth: Three weeks vacation plus extra Flex Days, leadership development opportunities, growth coaching, and reimbursements for educational advancement and certifications.
• Health & Financial Well-Being: Health Spending Account or RRSP matching, extended health care, dental and vision coverage, disability and life insurance, and an employee assistance program.
• Additional Perks: Tuition reimbursement, paid time off, on-site parking, high-class office amenities, and company events.
Our Equal Opportunity Commitment:
• F12.net practices as an equal opportunity employer in all services locations. We are committed to building and maintaining a workforce diverse in experience, skills, and knowledge. The company maintains a strict policy to ensure equal employment opportunities and do not discriminate based on any grounds and elements protected by law.
• For those requiring assistance with disabilities, information relating to accommodation and accommodation measures addressed confidentially. Please notify us in advance if any accommodations required.
Please note that this position represents a true vacancy and we do not currently use artificial intelligence (AI) to at any stage of the hiring process to screen, assess or select candidates.
