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Team Lead, Network & Voice (Managed Services)

Richmond Hill, ON, CA Montreal, Quebec, CA Quebec, CA Calgary, AB, CA Mississauga, ON, CA Edmonton, AB, CA

Requisition Number: 82922 

Managed Services – Network and Voice Team Lead

Job Summary:

Reporting to the Manager, National Operations Centre, your focus will be to provide leadership and be hands-on with the team that provides Level 2 support for our customer's network infrastructure.  The Team Lead is responsible in ensuring that our Managed Services Network and voice environments are operated and configured to meet or exceed customer and industry expectations. Also, this role will be a focal point for customer interactions including onboarding and ongoing changes in their environment. The Team Lead will be working side by side with some of the largest organizations in Canada and delivering outstanding customer experience.  


As part of the Insight Canada team, you will be a member of a highly innovative solutions environment where the people are dedicated and focused on continuous learning and growth opportunities.


Insight Canada is an organization that encourages and supports ongoing training and development opportunities. We are composed of a talented, diversified workforce that performs collectively in an entrepreneurial and flexible environment. Our Teammates have access to the latest and greatest technologies in performing their daily activities. In addition, we offer an attractive compensation program and a comprehensive benefits package which includes Dental, Health Care, Vision, Short/Long Term Disability, Accidental Death and Dismemberment, Life Insurance, and travel coverage.


Core Responsibilities:


  • Manage daily network and voice operations, ensuring maximum production environment uptime.
  • Provide leadership and oversight for Network and Voice Analysts Team, ensuring SLA’s are maintained including that staff and business priorities are properly met.
  • Work with the team to establish technical standards and documentation defining how we build, test, deploy and support our Network and Voice Managed Services environments for our customers
  • Work closely with Managed Services teams to ensure standards are followed
  • Review new Network and Voice customer opportunities to ensure they conform to our standards
  • Work with members of the Engineering team to ensure Network environments leverage our common MS toolset including monitoring, ticketing, authentication, security etc
  • Work with service development manager to establish costing and features for new or existing Network and Voice services offered by the company.
  • Maintain documentation for supported Network and Voice environments including runbooks, as-built configuration documents, architecture diagrams and process workflows
  • Perform design reviews, technical and architectural audits of Network and Voice related projects and customer environments
  • Work with other Managed Services Operations teams in complex issues troubleshooting affecting the services and ensure build specifications are modified based on learnings from production incidents.
  • Manage systems capacity and monitor lifecycle for all Network environments
  • Interface with PS Delivery and MS Support teams to educate on how we do things and provide mentoring and training on processes and technologies
  • Continuously work on professional development in technology and product knowledge, industry trends, and business processes and maintain the highest level of industry certifications.
  • Provide mentoring with emphasis on improving professional skills for junior staff.
  • Ensure customer environments are kept up to date with current patch levels


  • 7+ years of enterprise-level IT infrastructure support
  • ITIL v4.0 Foundations
  • Strong understanding of Cisco UCCX (Unity, Fitness, Call manager and Call Centre express) and Team Voice
  • Advanced knowledge of BGP, OSPF, EIGRP, MPLS, Multicast, QoS
  • Expert level implementation experience configuring routers/switches
  • Strong hands-on experience with Firewall products (Cisco, Checkpoint, PAN, Fortinet vendors are preferred)
  • Experience in the following security technologies (IPSec/SSL VPN’s, IDS/IPS, AAA, TACACs)
  • Experience deploying and administering F5/Brocade/Citrix Load Balancers
  • Network Management experience (Zabbix, Solarwinds, SNMP, Network analyzers)
  • Experience with Software Defined Networking technologies (VMWARE NSX, Cisco ACI, Cumulus)
  • Experience implementing IPSec VPNs from public cloud (AWS/Azure) to on-prem datacenters and configuring networking for public cloud environments with Infrastructure as Code (IAS) methodology.
  • Demonstrated experience using an ITIL based ticketing systems.
  • Demonstrated Root Cause Correct Action analysis, report generation, and presentation to customers.
  • Demonstrated project timeline management skills.
  • Demonstrated ability to drive continuous improvement through innovation and change.
  • Must have strong verbal, written communication and presentation skills
  • Network Technologies Certifications from Cisco and other relevant vendors are preferred.
  • Candidate must be able to obtain Security clearance from Canadian government
  • Experience building and maintaining scalable and resilient systems
  • Great documentation skills
  • Bilingual in English and French is an asset


We thank all candidates for their interest, however, only those selected for interviews will be contacted.


About Insight

Insight’s success begins with our people making meaningful connections every day. Our culture lives in our teammates. Insight is looking for great people who will embrace our values of Hunger, Heart and Harmony. Hunger to create new opportunities for our clients. Heart to make a positive impact in people’s lives. Harmony to celebrate each other’s unique contributions to bring solutions to clients.


Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology Solutions™ and services to maximize the business value of IT. As a Fortune 500-ranked global provider of digital innovation, cloud/data center transformation, connected workforce, and supply chain optimization solutions and services, we help clients successfully manage their IT today while transforming for tomorrow. From IT strategy and design to implementation and management, our 11,000 teammates help clients innovate and optimize their operations to run smarter. Discover more at 

  • Founded in 1988 in Tempe, Arizona
  • 11,000+ teammates in 19 countries providing Insight Intelligent Technology Solutions™ for organizations across the globe
  • $8.3 billion in revenue in 2020
  • Ranked #409 on the Fortune 500, #15 on the CRN Solution Provider 500, 2020 CRN Innovator of the Year Award
  • 2020 Intel Innovation Partner of Year, 2020 Microsoft U.S. Partner of the Year and Worldwide Customer Experience Partner of the Year
  • Ranked #7 on the 2021 Fortune World's Most Admired Companies (Information Technology Services industry), #70 on the Fortune 100 Best Workplaces for Diversity, #296 on Forbes World's Best Employers (#27 within IT), and #5 on the Phoenix Business Journal 2020 list of Best Places to Work
  • Signatory of the United Nations (UN) Global Compact and Affiliate Member of the Responsible Business Alliance

Today's talent leads tomorrow's success. Learn about careers at Insight:


Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.


Posting Notes: Richmond Hill || Ontario (CA-ON) || Canada (CA) || None || None || CA - Richmond Hill, ON; CA - Edmonton, AB; CA - Mississauga, ON; CA - Montreal, QC; CA - Toronto, ON ||

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