Compensation: We offer a competitive base salary that reflects your experience and leadership. Also included are flexible hours, ability to work remotely, health benefits, and RRSP matching.

Key Responsibilities:

Team Leadership & Development

• Lead and manage the Service Department team, including recruiting, hiring, onboarding, and annual performance reviews
• Oversee the technical training program and promote cross-training across the team
• Lead company-wide ConnectWise training
• Approve time-off requests and ensure complete service coverage
• Provide service capacity planning and hiring recommendations

Service Delivery & Quality

• Oversee all service delivery activities and quality standards
• Oversee the QC/QA process and team adherence to company processes and client documentation standards
• Act as the escalation point for client service issues
• Participate in client meetings and support client/prospect webinars as required

Reporting & Department Management

• Deliver monthly service and KPI reporting
• Manage department vendors, third parties, and spend
• Lead the NOC steering group and participate in other service steering committees
• Maintain department documentation and contribute to department structure and process development
• Identify cross-sell opportunities within the client base

Requirements:

Experience

• Hands-on technical experience in an MSP, NOC, service desk, or IT support environment
• A track record of stepping up — leading projects, mentoring peers, or owning outcomes — whether or not you've held a formal management title
• Exposure to SLAs, KPIs, or service quality processes is an asset

Technical Knowledge

• Solid understanding of Microsoft 365, Azure, and the modern MSP toolset (RMM, backup/BCDR, endpoint security)
• ConnectWise PSA experience preferred
• ITIL 4 Foundation preferred
• Familiarity with IT Glue, Datto, CrowdStrike, Fortinet, or Barracuda is an asset

Skills

• A natural leader — people look to you when things need to get done
• Clear, confident communication with clients, technical staff, and leadership
• Calm under pressure and comfortable making decisions in a fast-paced environment
• Organized, accountable, and focused on continuous improvement

Pay: $95,000.00-$135,000.00 per year

Benefits:

• Company events
• Dental care
• Disability insurance
• Extended health care
• Life insurance
• Paid time off
• RRSP match
• Vision care
• Work from home
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