Client Experience Lead

Work environment: Remote, with client-site support as required

Location: Alberta or British Columbia

Salary: $90,000-$115,000 CAD annually, depending on skills and experience

Position Overview

Hammehr invites applications for the role of Senior IT Consultant and Lead, Client Experience on behalf of our client for a full-time permanent opportunity.

Our client provides IT consulting and managed services to organizations across Western Canada. Reporting to the Manager, Client Experience, you'll combine hands-on technical delivery with daily team leadership, helping clients maintain their systems while guiding colleagues through priorities, technical decisions, and escalations.

The work spans Microsoft cloud services, on-premises infrastructure, security, and client relationships. You'll remain directly involved in troubleshooting and project delivery while coaching team members and coordinating with account executives and project delivery colleagues.

What You'll Do

• Maintain and troubleshoot client environments spanning Microsoft 365, Azure, Windows Server, Active Directory, Hyper-V, VMware, storage, backups, and network security


• Triage support requests by business impact and urgency, resolve complex escalations, and investigate underlying causes of recurring issues


• Distribute daily work, coach colleagues through technical problems, review administrative changes, and provide feedback on delivery quality


• Explain technical options, risks, and service expectations to client stakeholders, connecting recommendations to their operational needs


• Review managed services reports and coordinate changes, outage requests, and follow-up work arising from technical findings


• Work with account executives and project delivery colleagues on proposals, statements of work, effort estimates, procurement needs, and project handoffs


• Complete assigned project work and maintain documentation that gives other consultants the client context and technical information needed to continue delivery


• Identify team skill gaps, recommend training, contribute to hiring, and improve support procedures based on recurring delivery issues

Basic Qualifications

• At least five years of IT consulting experience, including assessing client needs and recommending practical technical solutions


• Hands-on experience administering Microsoft 365 and Azure, including identity, endpoint management, and security tools such as Entra, Intune, and Defender


• Experience deploying and supporting Windows Server, Active Directory, storage, virtualization, backups, and network infrastructure across cloud and on-premises environments


• Ability to guide colleagues through technical problems, prioritize competing requests, and explain risks and recommendations in written and spoken business English


• Legal authorization to work in Canada, residence in Alberta or British Columbia, and a valid driver's licence and vehicle for required client-site support and occasional business travel

Preferred Qualifications

• Previous team lead responsibilities involving work allocation, coaching, quality review, and regular feedback


• Experience contributing technical scope, effort estimates, and procurement requirements to client proposals or statements of work


• Relevant Microsoft certifications in Microsoft 365 administration, Azure administration, endpoint management, or identity and access, or equivalent applied experience


• Additional experience with SharePoint, Teams administration, Azure Virtual Desktop, or Zscaler troubleshooting

The Challenges

• Hands-on client work continues alongside team leadership, requiring you to balance your own delivery commitments with colleagues' requests for guidance and escalation support


• Client incidents, planned changes, project deadlines, and pre-sales requests compete for attention; priorities need to reflect business risk and agreed commitments


• The schedule is 40 hours per week, Monday to Friday, within the stated 8 a.m. to 5 p.m. Pacific/Mountain business-hours window, with additional after-hours work for a scheduled support rotation, urgent client requests, and projects

Your Impact

• Clients experience fewer recurring technical problems and have clearer information about service risks, changes, and recommended next steps


• Team members resolve more issues independently through practical coaching, useful documentation, and clearer daily priorities


• Client commitments and delivery plans align more closely through accurate estimates, clearer technical scope, and better handoffs between support, sales, and project teams