Department: Service Delivery

Employment Type: Full Time

Work Location: Work From Home; Client Sites

Reports To: VP Operations

Salary: $70,000 to $80,000

About 403Tech

403Tech is a Calgary based managed service provider that has been helping businesses across Calgary, Edmonton, and

Vancouver get more out of their technology since 2012. We work with property managers, mechanical contractors, not for

profits, and growing companies who count on us to keep their teams running. We believe great IT starts with great people,

and we are proud of the team and community we have built.

About the Role

We are looking for a Team Lead who loves both people and technology. In this role you will lead our onsite technicians, build

strong relationships with our clients, jump in on tricky technical issues, and help scope out professional services work.

This is a hands on leadership role in every sense. One day you might be coaching a technician through a complex escalation,

the next you might be walking a client site to figure out what a project will really take. If you enjoy moving between client

conversations, technical troubleshooting, team leadership, and project scoping, you will feel right at home here.

What You Will Do

Lead and Support the Team

Lead, support, and give clear direction to our onsite technicians.

Set the bar for professionalism, client service, technical quality, documentation, and follow through.

Delegate work and coordinate onsite coverage based on client needs and each technician's strengths.

Own the outcomes of assigned work and keep the team accountable in a supportive way.

Address performance or conduct concerns promptly, fairly, and with care.

Build a team culture that is professional, collaborative, and genuinely enjoyable to be part of.

Help the team communicate well and work through disagreements constructively.

Make sure technicians always know the current priorities and what our clients expect.

Take Care of Our Clients

Keep an eye on the overall health of service relationships for your assigned clients.

Be the leadership contact clients can count on when concerns, service issues, or recurring problems come up.

Build trusted, long term relationships with client stakeholders.

Make sure client concerns, technical risks, and recurring issues are visible and getting addressed.

Coordinate technicians and internal resources around what matters most to each client.

Keep clients in the loop on active issues, recommendations, responsibilities, and next steps.

Work closely with Account Management, Projects, vendors, and our technical team to deliver great outcomes.

Raise material client risks, resource needs, and organizational concerns to the VP Operations.

Earn and keep client confidence through clear communication, sound judgement, and reliable follow through.

Provide Technical Leadership

Be the technical sounding board our onsite technicians can turn to.

Help technicians work through complex troubleshooting, technical decisions, and escalated client issues.

Help determine the right technical approach for onsite work.

Look at recurring technical issues and help build longer term solutions.

Champion consistent technical standards, solid documentation, and quality service.

Spot technical risks and recommend improvements to client environments.

Bring in senior technical resources when an issue goes beyond the role's capability or authority.

Help make sure technical work is done accurately, safely, and to our standards.

Roll Up Your Sleeves Onsite

Head out to client locations to provide hands on technical support when needed.

Troubleshoot and resolve issues involving endpoints, Microsoft technologies, networking, hardware, software, and business

IT infrastructure.

Help with escalated incidents,



service interruptions, deployments, and project work.

Add onsite capacity during busy periods, staff absences, or complex client situations.

Coordinate technical work with onsite technicians, Projects, vendors, Account Management, and other Service Delivery

staff.

Document all technical work accurately and see it through to resolution.

Represent 403Tech professionally and warmly in every client interaction.

Transport tools, equipment, and hardware to client locations when required.

Scope Professional Services Work

Visit client sites to assess technical environments and identify professional services needs.

Gather the full picture: current environment, business needs, technical constraints, dependencies, risks, and desired

outcomes.

Define the technical scope of proposed onsite work together with Projects, Account Management, and senior technical

resources.

Document existing conditions, required work, assumptions, exclusions, dependencies, and client responsibilities.

Identify equipment, licensing, vendor coordination, access, scheduling, and resource requirements.

Estimate the technical effort and onsite resources needed to complete proposed work.

Flag risks or unknowns that could affect effort, cost, scheduling, or successful delivery.

Recommend when further discovery, specialist input, or a formal technical assessment makes sense.

Support the preparation of statements of work, project proposals, and implementation plans.

Participate in handing off approved work to the Projects team or assigned technical resources.

Help make sure every scope is practical, technically sound, and lined up with what the client actually needs.

Keep Everyone Connected

Share organizational priorities, expectations, and relevant operational changes with onsite technicians.

Stay in close communication with executive leadership and other departments.

Represent client and onsite service needs during cross functional planning.

Spot barriers holding back technician performance or client outcomes and work with leadership to remove them.

Recommend improvements to technical delivery, client service, documentation, and onsite coordination.

Make sure important risks, delays, dependencies, and client concerns get escalated appropriately.

What Success Looks Like

You will know you are thriving in this role when you:

Give the onsite technical team clear direction and healthy accountability.

Have strong, trusted relationships with our clients.

Catch client concerns and recurring issues early and get them addressed.

Provide steady technical guidance during complex or escalated situations.

Step into onsite technical work when extra expertise or capacity is needed.

Produce clear, accurate, and deliverable professional services scopes.

Surface project assumptions, dependencies, and risks before work begins.

Coordinate technicians and client priorities smoothly.

Communicate clearly with clients, technicians, leadership, and other departments.

Raise the bar on technical consistency, documentation, and service quality.

See assigned work through professionally to resolution.

Balance leadership, hands on technical delivery, and project scoping with confidence.

What You Bring

Required

Demonstrated leadership experience in technical support, service delivery, or managed IT services.





Strong hands on technical capability across Microsoft technologies, endpoints, networking, hardware, software, and

business IT environments.

Experience leading or coordinating technical employees.

Experience assessing client environments and defining technical work.

Strong client management and relationship building skills.

The ability to communicate clearly with both technical and non technical stakeholders.

Strong troubleshooting, decision making, and problem solving skills.

Good organizational, planning, and time management skills.

The ability to clearly document technical requirements, assumptions, dependencies, and risks.

The ability to juggle multiple client and technician priorities.

Sound judgement and professional discretion.

The ability to work effectively and independently from a home based work environment.

A valid driver's licence.

A reliable vehicle suitable for regular travel to client locations.

The ability and willingness to travel regularly between client sites.

The ability to balance leadership responsibilities with hands on technical work.

Nice to Have

Leadership experience within a managed service provider.

Previous experience leading field support or onsite technical employees.

Experience managing business client relationships.

Experience scoping technical projects or preparing statements of work.

Experience supporting Microsoft 365, Windows environments, endpoint management, networking, and business

infrastructure.

ITIL Foundation or an equivalent service management certification.

Supervisory or management training.

Relevant technical certifications.

Experience participating in client escalations, technical planning, discovery sessions, or service reviews.

Decision Authority

As Team Lead you may:

Set expectations and priorities for onsite technicians.

Delegate and coordinate onsite responsibilities.

Provide technical direction within your area of capability.

Make day to day decisions about technician assignments and client needs.

Define and recommend the technical scope of professional services work.

Identify project assumptions, exclusions, dependencies, resource requirements, and delivery risks.

Address performance and accountability concerns.

Recommend corrective action and other employment decisions.

Recommend technical, client service, and organizational improvements.

Escalate client, technical, staffing, project, and organizational risks to the VP Operations.

The role does not independently approve pricing, commercial terms, compensation changes, new positions, organizational

structure, departmental budgets, or exceptions to company policy.

Working Conditions

This is a home based position with regular travel to client locations across the region.

How often you are onsite will vary with client needs, technical escalations, project discovery, project activity, technician

availability, and service priorities. You should be comfortable travelling between client locations throughout the working day

when needed.

A valid driver's licence and reliable vehicle are required for this position.

The role may involve transporting equipment, working in wide-ranging client environments, and occasionally lifting equipment

weighing up to 25 kg.

Occasional after hours work may be required to support client and operational needs.

Why Join 403Tech

You will be joining a tight knit, growing team that genuinely cares about its clients and each other. We invest in our people,

celebrate wins together, and stay active in the Calgary business community. If you want a leadership role where your work is

visible, your voice matters, and no two days look the same, we would love to hear from you.

Pay: $70,000.00-$80,000.00 per year

Work Location: Hybrid remote in Edmonton, AB (T6W)

📌 Support Analyst Team Lead (Canada)
🏢 403Tech
📍 Canada