Job Description

Your Next Career Move

Join a

dynamic, client-focused MSP

and take the helm of our

Service Desk operations

. This is your opportunity to

inspire a talented team

,

delight clients with flawless support

, and

set the standard for IT excellence

in a high-growth environment.

Your Impact, Day One - Master Service Delivery

Orchestrate a

swift, reliable helpdesk

that resolves issues before they escalate. Balance priorities, streamline workflows, and

eliminate delays

with smart queue management. Track

response times, resolution rates, and client satisfaction

-- then push the bar higher. Sync with Projects, Virtual CIOs, and Centralized Teams to deliver

unified, proactive solutions

.

Grow a Winning Team

Guide, challenge, and elevate

your engineers with hands-on coaching and clear goals. Host

focused morning stand-ups

to align, energize, and accelerate performance. Champion

ongoing training, certifications, and skill mastery

-- because your team's growth fuels success. Build a

tight-knit, results-driven culture

where accountability meets collaboration.

Be the Client's Champion

Step up as the

trusted point of contact

during high-stakes incidents. Turn updates into

confidence-building conversations

-- clear, calm, and solution-focused. Partner with Sales, Operations, and Leadership to

align support with business outcomes

.

Refine & Future-Proof Processes

Embed

industry-leading practices

(think ITIL) to manage incidents, problems, and events. Continuously

sharpen workflows

for faster, smarter, more consistent service. Use

ConnectWise, IT Glue, and analytics dashboards

to uncover insights and drive action. Lead

preventive problem-solving

-- spot patterns, fix root causes, and stop repeat issues cold.

What You Bring

5+ years in managed IT services

, ideally with MSP leadership under your belt Hands-on experience

directing technical support teams

to meet (and exceed) targets Strong command of

Microsoft 365, Azure, Intune

, plus

ConnectWise suite, and RMM tools

Working knowledge of

ITIL frameworks

and a passion for process optimization A

metrics-first mindset

paired with exceptional communication and crisis leadership

Why You'll Thrive Here

Real ownership

-- your decisions shape client trust and business growth

Dedicated learning budget

for certifications and skill-building

Modern Richmond Office

with great transit links and a vibrant team vibe

A company that moves fast, innovates boldly, and rewards results

Ready to lead IT support into the future?

If you are passionate about delivering exceptional IT support services and have the skills required for this role, we encourage you to apply. Join our team as we strive for excellence in customer satisfaction through effective delivery management.

Job Type: Full-time

Pay: $55,000.00-$70,000.00 per year

Benefits:

Dental care Extended health care RRSP match Vision care
Work Location: In person