Team Lead Applications Support - Enterprise Applications

The opportunity:

Associated Engineering, a proudly Canadian, Employee-owned Company is seeking an experienced and dedicated Team Lead Applications Support - Enterprose Applications to join our team in our Edmonton or Calgary office. In this role you will be responsible for leading the sustainment, support, service management, operational governance, and continuous improvement of Associated Engineering's enterprise application portfolio outside the dedicated Dynamics Centre of Excellence and Application Development functions. The assigned portfolio includes Microsoft 365 productivity and collaboration platforms, the Microsoft Office suite, Microsoft Teams, SharePoint, OneDrive and related services; Records Management and information-governance platforms; and other commercial off-the-shelf, SaaS, cloud-hosted, and vendor-supported business applications.

The successful candidate will report to the Director, Enterprise Applications, the role is a peer to the Team Lead, Dynamics Centre of Excellence and Team Lead, Application Development and provides day-to-day leadership to application support resources responsible for business-critical corporate applications and related services.

What we offer:

• Flexible/hybrid working arrangements, depending on position
• Market competitive salaries, with annual reviews
• Opportunity to become a shareholder and invest in the company's long term growth & success
• Matching company pension program, increasing over time
• Comprehensive benefits including:
  • Health/dental/vision coverage
  • Fitness allowance
  • Employee and family assistance programs
  • Mental health supports
• Paid time off so that you can recharge including:
  • Generous paid vacation
  • Paid office closure over December holiday break
  • Industry leading paid sick time
  • Parental leave top up program
• Ongoing support for your professional development and growth
  • Active Young Professional group
  • Formal mentoring programs
  • Paid professional development hours
  • Capacity building seminars
  • Engineer In Training programs
• Opportunities to participate in social club activities and events
  • Company-wide social events
  • Regular lunch-and-learns
  • Community volunteer opportunities
• (insert office-specific key differentiators)

What you'll do:

Team Leadership

• Provides leadership, coaching, mentoring, workload direction, performance management, and professional development for Applications Support team members.
• Establishes team objectives, priorities, work assignments, service expectations, role clarity, documentation standards, and development plans aligned with the objectives and workforce plans established by the Director, Enterprise Applications, and with business priorities.

Application Support and Service Management

• Leads day-to-day sustainment and support for assigned enterprise applications and platforms, including Microsoft 365 productivity and collaboration services, Records Management platforms, and other COTS, SaaS, cloud-hosted, and vendor-supported applications.
• Coordinates major application incidents and escalations with Service Desk, Digital Operations, Cybersecurity, vendors, business owners, and other Enterprise Applications teams.

Microsoft 365, Records Management and COTS Portfolio Leadership

• Provides operational leadership and service ownership for assigned Microsoft 365 productivity and collaboration platforms, including the Microsoft Office suite, Microsoft Teams, SharePoint, OneDrive, and related services and add-ins.
• Oversees support, administration, configuration governance, release readiness, service health, adoption issues, integrations, permissions, information architecture dependencies, and lifecycle considerations for assigned Microsoft 365 services.

Application Ownership, Lifecycle and Operational Governance

• Maintains clear operational ownership and stewardship for assigned applications and platforms, including support model, business ownership, technical ownership, information and records ownership, vendor accountability, integrations, dependencies, criticality, licensing, compliance obligations, and lifecycle status.

Release, Change and Enhancement Coordination

• Oversees maintenance releases, patches, Microsoft 365 service changes, vendor updates, configuration changes, minor enhancements, and operational changes for assigned applications and platforms, in line with the release governance established by the Director, Enterprise Applications.
• Ensures changes are assessed for business impact, technical dependencies, cybersecurity, privacy, records and information-governance requirements, testing, communications, training, operational readiness, rollback or recovery, support documentation, and post-release validation.

Vendor and Commercial Support Management

• Manages day-to-day operational relationships with Microsoft and other software publishers, application vendors, managed service providers, cloud service providers, and support partners for assigned applications and platforms.
• Monitors vendor service performance, escalations, defects, support cases, commitments, maintenance activities, release notices, and service risks, and escalates commercial and contractual matters to the Director, Enterprise Applications

Business Relationship and Continuous Improvement

• Provides clear communication on service issues, support priorities, application risks, planned maintenance, lifecycle concerns, and improvement opportunities.
• Develops productive relationships with Business Owners, Product Owners, process owners, subject matter experts, office and functional leaders, and affected users.

Does this sound like you?

• Degree or diploma in Information Systems, Computer Science, Business Technology, Engineering, Business Administration, or a related discipline.
• An equivalent combination of education, enterprise application experience, service management experience, and leadership experience will be considered.
• ITIL or comparable IT service management training or certification is an asset. Application, cloud, project, vendor, security, or business analysis credentials are also assets.
• 7 or more years of progressive enterprise application support, application management, systems analysis, or technology operations experience, including demonstrated team-lead, supervisory, or service-lead responsibilities.
• Demonstrated experience leading application support or sustainment services across business-critical enterprise applications and vendor-supported platforms, preferably including Microsoft 365, collaboration and content platforms, Records Management solutions, and a diverse COTS or SaaS portfolio.
• Experience with incident, request, problem, change, release, knowledge, service-level, major-incident, and continual-improvement practices.
• Experience coordinating Tier 2 and Tier 3 support among Service Desk, internal technical teams, business stakeholders, software vendors, and managed service providers.
• Experience with Microsoft 365 service changes, application lifecycle management, upgrades, patching, SaaS and vendor releases, access and security coordination, records and information-governance dependencies, integrations, testing, operational readiness, documentation, and transition to support.
• Experience managing vendor escalations, support agreements, licensing considerations, service reviews, and commercial or renewal inputs.
• Experience coaching application support professionals and balancing operational service, minor enhancements, lifecycle risk, and improvement demand.
• Working knowledge of Microsoft 365 productivity and collaboration services, the Microsoft Office suite, Teams, SharePoint, OneDrive, Records Management and information-governance platforms, COTS and SaaS applications, integrations, identity and access dependencies, data interfaces, reporting, batch processes, vendor services, licensing, compliance, and application lifecycle considerations.

About Us:

At Associated Engineering, were passionate about not only the work we do but the communities we live and work in. Which is why sustainability is at the heart of everything we do. As a carbon neutral company since 2009, we help shape resilient and sustainable communities across Canada.

As a Platinum Member of Canada's Best Managed Companies since 2008, we take pride in nurturing a workplace where people thrive. We are an employer of choice providing our people with a supportive, collaborative, engaging and dynamic place to build a career, while bringing inspiration and innovation to our work.

Our company culture is shaped by:

• Growth and development of our employees – chart your career course, whatever stage you are at!
• A broad variety of meaningful work that supports local communities – we are a medium-sized company working on significant projects, helping to shape communities!
• We care, we commit, we create – our promise to both clients and each other!

What's next? Ready to make an impact? Join a company that values your ideas, invests in your growth, and empowers you to shape the future. Apply today!

Want more information?

• Check out what a day at Associated Engineering looks like via LinkedIn
• Our Environmental, Social and Governance Report

This posting is for an existing vacancy.

AE is an Equal Opportunity Employer and encourages women, Indigenous peoples, persons with disabilities, members of visible minorities, and members of the LGBTQ+ community to apply. For applicants with disabilities, accommodations are available upon request for candidates taking part in all aspects of the selection process. We are also committed to protecting the privacy of your personal information and as such, it will be used for recruitment and employment purposes only.