Lead, Client Experience

Role overview

This is a remote Canadian opportunity for an experienced IT leader who can combine hands-on technical depth with client relationship management. You will act as a trusted partner to customers, guide a technical team, and help deliver high-quality managed services across complex environments. The work spans cloud, infrastructure, networking, virtualization, and security, with a strong focus on service quality, operational consistency, and long-term client success.

The role is posted on behalf of a partner organization, which will handle applications and the rest of the hiring process.

What you will do

• Oversee managed IT service delivery for a group of clients, providing direction that supports customer satisfaction and durable relationships.
• Take ownership of advanced technical escalations involving infrastructure, cloud, networking, virtualization, and security, coordinating with other teams when needed.
• Administer and support Microsoft Azure, Microsoft 365, Windows Server, Active Directory, virtualization tools, backup platforms, and current security technologies to keep client systems stable and protected.
• Work with project delivery, sales, and technical colleagues on solution planning, pre-sales support, service transitions, statements of work, and service enhancements.
• Track service outcomes, manage change requests, review reporting, and look for practical ways to improve client environments and operating efficiency.
• Guide the Client Experience team through coaching, mentoring, prioritization, and day-to-day leadership that encourages ownership and growth.
• Create and maintain technical documentation, support best-practice adoption, join after-hours support rotations, and contribute to process improvement efforts.

What we are looking for

• At least 5 years of experience in IT consulting, managed services, or client-facing infrastructure support.
• Strong working knowledge of Microsoft Azure, Microsoft 365, Windows Server, Active Directory, Entra ID, networking, virtualization, backup, and hybrid cloud setups.
• Background leading technical teams, mentoring peers, and serving as the escalation contact for difficult client issues.
• The ability to explain technical ideas clearly to both technical and non-technical audiences while building dependable client relationships.
• Experience making strategic technology recommendations that align with business goals.
• Excellent organization, analysis, troubleshooting, and stakeholder management skills, with the ability to balance several priorities at once.
• A commitment to ongoing learning, including completed Microsoft certifications or a willingness to pursue them.
• Legal authorization to work in Canada, plus residence in Alberta or British Columbia, a valid driver’s license, access to a vehicle, and availability for occasional travel and after-hours support.

Compensation and benefits

• Annual salary of CAD 90,000 to CAD 115,000, depending on experience and qualifications.
• Fully remote full-time work for candidates located in Alberta or British Columbia.
• Exposure to modern cloud platforms and a wide variety of enterprise IT environments.
• Support for professional development, certification growth, and continuous learning.
• A collaborative team environment with room for technical leadership and career progression.
• Opportunity to contribute to strategic client work and cross-functional technology initiatives.

Selection and data handling

Applications are reviewed through an AI-supported matching process that helps identify candidates whose experience best aligns with the role. A shortlist is then shared with the hiring company, which manages interviews, assessments, and final hiring decisions.

By applying, candidates acknowledge that personal data may be processed to evaluate suitability for the role and shared with the employer as part of the recruitment process. The hiring process may use AI tools to assist with resume review, application analysis, and identifying possible inconsistencies, but human judgment remains part of the decision-making process. Candidates may also exercise applicable data rights such as access, correction, deletion, or objection.