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Frontier Command Center Lead (Managed Services Operations)
AirGate Technologies Inc. Greater Toronto Area / Hybrid (YOU MUST BE LOCATED IN THE GTA TO BE ELIGIBLE FOR THIS ROLE AND YOU MUST BE ELIGIBLE TO WORK IN CANADA without sponsorship).
About AirGate
AirGate Technologies is a Canadian-owned Microsoft cloud, security, data and AI company helping organizations modernize how they operate, secure and scale.
We work across Azure, Microsoft 365, Security, Data &amp; AI, cloud infrastructure and managed services, supporting customers through transformation and into ongoing operations.
As our managed services business continues to grow, we are building the next generation of our service operations capability: the AirGate Frontier Command Center.
We are looking for an experienced service operations leader to help build it.
The Opportunity
The Frontier Command Center Lead is responsible for the operational performance of AirGate’s managed services and service desk function and will work with our teams to leverage AI to build and operate the Managed Services Operations function of the future today.
This is not simply a traditional Service Desk Manager position.
We are looking for someone who can build the operating model, establish discipline, improve processes, strengthen escalation and accountability, and help us create a modern managed services function built around cloud, automation, monitoring and AI.
You will be responsible for ensuring that the operational machine works.
You will not own every customer relationship, and you will not personally own every technical resource. Instead, you will operate across teams to ensure that incidents are being handled, commitments are being met, recurring problems are being addressed, processes are working and risks are escalated before they become larger issues.
You should be comfortable saying:
“This is not operationally ready.”
“This process is not being followed.”
“We keep seeing this issue. We need to address the root cause.”
And then driving the organization toward resolution.
What You Will Own
Managed Services Operations
You will oversee the day-to-day operational performance of AirGate’s managed services and service desk environment, including:
<ul>
<li>Service desk and managed services operations</li>
<li>Incident management and escalation</li>
<li>Major incident coordination</li>
<li>After-hours and overnight escalation processes</li>
<li>Monitoring, alerting and operational response</li>
<li>SLA and service-performance management</li>
<li>Queue management, aging and prioritization</li>
<li>Ticket quality and operational hygiene</li>
<li>Runbook adherence</li>
<li>Customer-impacting operational issues</li>
<li>Service readiness</li>
<li>Escalation governance</li>
<li>Operational reporting</li>
<li>Continuous service improvement</li>
</ul>
Your responsibility is to ensure that issues have clear ownership and that nothing important falls through the cracks.
Build the Frontier Command Center
This is a builder role.
You will help design and mature AirGate’s Frontier Command Center into a modern operational function supporting Azure, Microsoft Security, Microsoft 365, cloud infrastructure, networking, data and AI services.
You will help establish:
<ul>
<li>Command-centre operating rhythms</li>
<li>Incident and escalation models</li>
<li>On-call and after-hours procedures</li>
<li>Monitoring and alert-management standards</li>
<li>Severity and priority frameworks</li>
<li>Major incident procedures</li>
<li>Escalation matrices</li>
<li>Service dashboards</li>
<li>Operational KPIs</li>
<li>Runbooks and standard operating procedures</li>
<li>Shift and coverage models</li>
<li>Knowledge-management practices</li>
<li>Automation opportunities</li>
<li>AI-assisted service operations</li>
<li>Proactive problem identification</li>
<li>Continuous-improvement programs</li>
</ul>
We want someone who sees an operational gap and thinks:
“There should be a process for this.”
And then helps create one.
Incident &amp; Escalation Management
You will ensure that incidents — particularly high-impact incidents — are managed with urgency, accountability and clear communication.
This includes:
<ul>
<li>Establishing clear incident ownership</li>
<li>Coordinating technical resources during major incidents</li>
<li>Ensuring appropriate escalation occurs</li>
<li>Managing operational bridges and communications</li>
<li>Tracking actions through resolution</li>
<li>Ensuring post-incident reviews are completed</li>
<li>Identifying recurring issues and systemic weaknesses</li>
<li>Driving corrective actions and follow-through</li>
</ul>
You are not expected to personally solve every technical problem.
You are expected to make sure the right people are involved, the issue is progressing and someone remains accountable until it is resolved.
Problem Management &amp; Continuous Improvement
An important part of this role is looking beyond individual tickets.
You will identify trends, recurring incidents, operational weaknesses and process failures and work with AirGate leadership and technical teams to improve them.
Examples may include:
<ul>
<li>Repeated monitoring alerts</li>
<li>Repeat customer incidents</li>
<li>Escalation failures</li>
<li>Incomplete documentation</li>
<li>Gaps in operational readiness</li>
<li>Inconsistent runbook execution</li>
<li>Manual processes that should be automated</li>
<li>Coverage gaps</li>
<li>Vendor issues</li>
<li>Poor handoffs between teams</li>
<li>Recurring infrastructure or service problems</li>
</ul>
The goal is not simply to close tickets.
The goal is to continuously improve the service.
Operational Readiness
You will help ensure that new customers, technologies and managed services are operationally ready before entering production support.
You will work with delivery and technical teams to validate areas such as:
<ul>
<li>Monitoring</li>
<li>Alerting</li>
<li>Documentation</li>
<li>Runbooks</li>
<li>Support procedures</li>
<li>Escalation paths</li>
<li>Ownership</li>
<li>Backup and recovery procedures</li>
<li>Service dependencies</li>
<li>Vendor support requirements</li>
<li>After-hours procedures</li>
<li>Customer communication requirements</li>
</ul>
You must be willing to challenge a transition when something is not ready to be supported properly.
Monitoring, Automation &amp; AI
We are building a modern cloud operations environment, not a legacy ticket desk.
The Frontier Command Center will increasingly use automation, observability, analytics and AI to improve how services are operated.
You will help identify opportunities to:
<ul>
<li>Automate repetitive service-management processes</li>
<li>Improve monitoring and alert correlation</li>
<li>Reduce alert fatigue</li>
<li>Automate escalation</li>
<li>Improve incident classification and routing</li>
<li>Identify recurring problems using operational data</li>
<li>Use AI to support service-desk and operations teams</li>
<li>Improve knowledge retrieval and runbook execution</li>
<li>Create proactive rather than reactive service operations</li>
</ul>
You do not need to be an AI engineer.
You do need to be curious about how AI technology can make service operations materially better and identify opportunities to leverage it in a meaningful and impactful way and be comfortable using it to deliver outcomes
Service Performance &amp; Reporting
You will help establish and maintain meaningful operational metrics, including areas such as:
<ul>
<li>SLA attainment</li>
<li>Response and resolution performance</li>
<li>Incident volume</li>
<li>Ticket aging</li>
<li>Escalation volume</li>
<li>Major incident performance</li>
<li>Recurring incidents</li>
<li>Customer-impacting trends</li>
<li>Alert volumes</li>
<li>Service availability</li>
<li>Operational backlog</li>
<li>Root-cause actions</li>
<li>Continuous-improvement initiatives</li>
</ul>
We want reporting that helps us make decisions — not dashboards for the sake of dashboards.
Vendor &amp; Third-Party Coordination
You will also help coordinate operational relationships with key vendors and service providers.
This may include:
<ul>
<li>Microsoft</li>
<li>Telecommunications providers</li>
<li>Data-centre providers</li>
<li>Software vendors</li>
<li>Hardware vendors</li>
<li>Monitoring-platform providers</li>
<li>Other technology partners</li>
</ul>
Vendor management will be shared across the organization, but you will ensure operational issues involving third parties are tracked and escalated appropriately.
This role requires someone who can work across teams internally and externally without needing to personally control every team.
Influence, follow-through and judgment matter.
What We Are Looking For
We are looking for someone with meaningful experience in IT service management, managed services, cloud operations, infrastructure operations or service-desk leadership.
You may have held titles such as:
<ul>
<li>Managed Services Manager</li>
<li>Service Operations Manager</li>
<li>Service Delivery Manager</li>
<li>Service Desk Manager</li>
<li>IT Operations Manager</li>
<li>NOC Manager</li>
<li>Cloud Operations Manager</li>
<li>Technical Operations Manager</li>
<li>Incident Manager</li>
</ul>
More important than the exact title is the experience you bring and your innovative thinking about how to make it better using new technologies like AI.
Ideal Experience
Strong candidates will have experience with several of the following:
<ul>
<li>Managed services environments</li>
<li>IT service management</li>
<li>Service desk operations</li>
<li>Incident management</li>
<li>Major incident management</li>
<li>Problem management</li>
<li>Escalation management</li>
<li>SLA management</li>
<li>Monitoring and alerting platforms</li>
<li>Cloud operations</li>
<li>Microsoft Azure</li>
<li>Microsoft 365</li>
<li>Microsoft Security</li>
<li>Infrastructure and networking</li>
<li>ITIL practices</li>
<li>Service-management platforms</li>
<li>Operational reporting</li>
<li>Runbook and process development</li>
<li>Continuous improvement</li>
<li>Vendor coordination</li>
<li>Uses AI daily to successfully support their current workflows.</li>
</ul>
Experience working within an MSP, cloud services provider or complex enterprise technology environment would be particularly valuable.
Technical Understanding
This is not a hands-on senior engineering position, but you must have enough technical understanding to operate effectively in a cloud and infrastructure environment.
You should be comfortable discussing concepts such as:
<ul>
<li>Azure infrastructure</li>
<li>Networking</li>
<li>Identity</li>
<li>Security</li>
<li>Microsoft 365</li>
<li>Monitoring</li>
<li>Backup and disaster recovery</li>
<li>Cloud services</li>
<li>Infrastructure incidents</li>
<li>Service dependencies</li>
</ul>
You do not need to design the architecture yourself.
You do need to understand enough to ask good questions, recognize risk, challenge assumptions and escalate effectively.
What Success Looks Like
Within this role, success means:
<ul>
<li>Service incidents have clear ownership.</li>
<li>Escalations happen when they should.</li>
<li>Overnight and after-hours issues do not disappear into a queue.</li>
<li>Teams understand operating procedures.</li>
<li>Recurring issues are identified and addressed.</li>
<li>Customer-impacting problems receive appropriate attention.</li>
<li>Monitoring becomes increasingly intelligent and actionable.</li>
<li>Runbooks are documented and followed.</li>
<li>Operational performance is visible.</li>
<li>Service transitions are better controlled.</li>
<li>Processes become more consistent.</li>
<li>Automation reduces unnecessary manual work.</li>
<li>Customers experience a responsive, accountable managed-services organization.</li>
</ul>
Most importantly:
Nothing important falls through the cracks.
The Person We Think Will Thrive Here
You will probably enjoy this role if you:
<ul>
<li>Naturally notice operational gaps</li>
<li>Like creating structure out of complexity</li>
<li>Follow things through</li>
<li>Are comfortable escalating when necessary</li>
<li>Stay calm during incidents</li>
<li>Communicate clearly</li>
<li>Hold people accountable respectfully</li>
<li>Care about customer outcomes</li>
<li>Think in systems and processes</li>
<li>Adept at using innovative technology like AI</li>
<li>Enjoy building rather than simply maintaining</li>
<li>Believe recurring problems should actually be fixed</li>
<li>Understand that strong operations require both discipline and good judgment</li>
</ul>
You should also be comfortable working in a growing company where processes continue to evolve.
Why AirGate
This is an opportunity to help build something rather than simply inherit it.
We are creating a service model designed for the next generation of enterprise technology — where cloud, cybersecurity, networking, data and AI increasingly operate as an integrated platform.
You will have the opportunity to help define:
<ul>
<li>How the Frontier Command Center operates</li>
<li>How we manage incidents</li>
<li>How we support customers after hours</li>
<li>How monitoring becomes actionable</li>
<li>How operational intelligence is used</li>
<li>Where automation should be introduced</li>
<li>How AI can improve service operations</li>
<li>How managed services scale without losing accountability or customer experience</li>
</ul>
If you want to help build a modern managed-services organization rather than simply run yesterday’s model, we would like to hear from you.
Employment
Job Type: Full-time, Permanent
Work Environment: Hybrid / Greater Toronto Area
Candidates must be legally entitled to work in Canada.
We Are Hiring Directly
AirGate is managing recruitment for this position directly.
We are not engaging recruitment agencies, staffing firms or third-party recruiters for this search and will not accept unsolicited candidate submissions or agency résumés.
Please do not submit candidates on AirGate’s behalf without a written agreement in place.
Inclusive Hiring at AirGate
AirGate is committed to building a team that reflects different backgrounds, perspectives and experiences.
We encourage applications from women, Indigenous peoples, racialized candidates, newcomers, persons with disabilities, members of the 2SLGBTQIA+ community and others who have historically been underrepresented in technology.
If this opportunity interests you but you do not meet every qualification listed, we still encourage you to apply.
We value capability, judgment, curiosity, accountability, leadership potential and the ability to learn as much as a perfectly linear career path.
Accommodation is available throughout the recruitment process upon request.
Apply
If you are an operational leader who enjoys building, improving and taking ownership — and you want the opportunity to help create a modern managed-services function for the cloud and AI era — we would love to hear from you.
Please submit your résumé along with a short note describing your experience leading service operations, managed services, service desk or IT operations environments.
Pay: $95,000.00-$125,000.00 per year
Benefits:
<ul>
<li>Company events</li>
<li>Extended health care</li>
<li>Paid time off</li>
<li>Vision care</li>
<li>Work from home</li>
</ul>
Experience:
<ul>
<li>Managed Services Leadership: 4 years (required)</li>
<li>hands on experience using AI in your workflows: 1 year (required)</li>
</ul>
Location:
<ul>
<li>Greater Toronto Area, ON (required)</li>
</ul>
Work Location: Hybrid remote in Greater Toronto Area, ON

Frontier Command Center Lead (Service Operations Manager)

Frontier Command Center Lead (Service Operations Manager)

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