Senior IT Consultant and Lead, Client Experience

About this role

Compensation
The position is a full time, salaried position. Compensation is expected to be between $90,000 - $115,000 commensurate with skills, experience, and abilities.Company Profile
IX Solutions is your trusted IT partner, connecting people with technology tailored to meet their business needs. We help our clients effectively leverage modern technology and embrace digital transformation to achieve their critical business outcomes.
IX Solutions exists to create long-term relationships with passionate people, clients and employees, achieving exceptional business solutions. We go the extra mile to deliver a positive customer experience and deliver trusted solutions that are flexible to meet client business needs.Founded in 2018, our company supports clients across Western Canada from remote offices in Calgary, Vancouver and the BC Interior.Position Summary
The Senior IT Consultant and Lead, Client Experience understands the challenges clients consistently face and collaborates with client stakeholders and other IX Solutions employees to make well-informed recommendations and resolve technical issues proactively and reactively.

As a player-coach within the Client Experience team, the Senior IT Consultant and Lead, Client Experience drives successful outcomes for core clients while providing day-to-day leadership, mentorship, and escalation support to the team. This role sets the standard for collaboration, accountability, and client experience by removing roadblocks, guiding priorities, and helping team members and technical resources succeed across all client support phases. The incumbent strengthens stakeholder relationships, supports continuous improvement, and champions a culture focused on trusted delivery, team development, and client success.

The position reports to the Manager, Client Experience. The position works 40 hours per week, with business hours being 8:00am to 5:00pm Pacific Time/Mountain Time, Monday to Friday. There is a requirement for after-hours work including scheduled afterhours support rotation, time sensitive client requests, and project work. Balancing multiple priorities with deadlines is a requirement.Senior Consultant Roles & Responsibilities

• Deliver exceptional IT support and technical delivery services to a broad range of clients.

• Build and maintain strong relationships with key client stakeholders.

• Act as a trusted extension of our client’s IT Team, aligning recommendations to business outcomes.

• Manage and maintain technology solutions built on Microsoft Azure cloud services.

• Manage and maintain Microsoft 365 productivity and security solutions.

• Manage and maintain Hyper-V and VMware virtualization solutions.

• Support Microsoft Windows Server environments and their underlying server, storage, and backups.

• Manage and maintain network and network security solutions.

• Manage and maintain Microsoft Defender, Windows, Entra, and related security solutions.

• Triage issues based on criticality, emphasizing appropriate urgency.

• Provide in-depth technical leadership and knowledge sharing to other team members.

• Monitor our ticketing system, support call queue and participate in our afterhours schedule.

• Review managed services reporting received from technical teams, polishing and updating as necessary before sending to clients.

• Advocate for clients in resolving managed services issues, ensuring well-informed recommendations are sent to clients.

• Coordination of change requests, outage requests, and scheduling of required changes as a result of managed services findings.

• Provide technical teams with client-specific context in delivery of managed services.

• Coordinate with the Project Delivery team when new client work is signed or for discussions on unsigned efforts, pre-sales, unscoped projects, and project kick-off calls.

• Complete assigned project delivery work, as directed by the Project Delivery team.

• Coordinate with the Account Executive team, engaging in pre-sales activities and meetings with AEs, and contributions to their proposals.

• Coordinate with relevant teams to complete SOW/Service Agreement time estimates, task breakdowns, and procurement estimates, ensuring overall agreement excellence.

• Ensure technical aspects of SOW/Service Agreements are accurately represented and align with client and business needs.

• Identify and advocate for new opportunities and solutions with the client and our client Account Executives

• Regularly meet with relevant Account Executives to discuss ongoing account activities, noteworthy incidents, and new opportunities.

• Leverage detailed client knowledge to guide other team members in resolving non-standard issues.

• Monitor platform-level dashboards and provide reporting, alerting, and escalation support when required.

• Collaborate with other IX Solutions teams and consultants, escalating incidents as required and acting as client advocate and liaison.

• Serve as an escalation point for other team members for high-complexity and urgent issues, both during and outside of business hours.

• Advocate for identification, assessment, and resolution of root causes of IT issues and inefficiencies.

• Create and maintain accurate and effective documentation.

Team Lead Roles & Responsibilities

• Lead meetings, and preparation for meetings, as directed by your manager.

• Provide regular feedback to individuals.

• Share responsibility for team burdens.

• Participate in team shared work as a member of the team.

• Be the role model for the behaviours and expectations of the team.

• Coach team members in day-to-day operations; short-term problem-solving.

• Be the team’s Ambassador outside of the organization.

• Represent and advocate for the needs of the team, encouraging incremental improvement.

• Contribute to identifying gaps in the team; Help source candidates, initially evaluate resumes, and participate in interviews. Contribute to job descriptions.

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