Job Description

About Us

We are a high-performing Managed IT Services Provider serving small and mid-sized businesses that rely on us to keep their operations stable, secure, and scalable. Our service desk is the heartbeat of the company, and we are hiring a Service Desk Manager to lead it with clarity, accountability, and a strong client-first mindset.

This role is ideal for someone who has

worked inside an MSP

, understands the pace and pressure of service delivery, and knows how to turn metrics into meaningful action.

The Role

The Service Desk Manager owns the

day-to-day performance of the service desk

. You will lead technicians, manage ticket flow, enforce standards, and ensure our clients consistently receive fast, clear, and professional support.

You are not just managing tickets, you are building a reliable system that scales.

Key Responsibilities

Service Desk Leadership

Lead, coach, and develop Tier 1-3 service desk technicians Run daily standups, weekly reviews, and performance check-ins Set clear expectations around communication, ownership, and resolution

Operational Excellence

Own service desk KPIs (SLA compliance, first-contact resolution, CSAT, ticket aging, utilization) Ensure tickets are properly triaged, prioritized, resolved, or escalated Maintain consistent documentation and SOP adherence

Escalation & Coordination

Act as the point of escalation for complex or sensitive issues Determine when issues require onsite support or senior technical involvement Coordinate with project teams, security, and systems administration as needed

Client Experience

Monitor client satisfaction and proactively address trends or concerns Participate in client-facing conversations when service recovery is required Ensure communication is timely, professional, and clear

Process & Improvement

Identify inefficiencies and implement process improvements Help refine workflows in the PSA, RMM, and documentation platforms Support onboarding of new clients and technicians

Required Experience & Skills

3+ years in an MSP environment

(required)

1-3 years in a leadership or senior technician role

Strong understanding of service desk metrics and KPI-driven management Excellent written and verbal communication skills Proven ability to manage priorities in a fast-paced environment Comfortable holding team members accountable while supporting growth Experience with PSA/RMM tools (ConnectWise, Autotask, Halo, etc.)

Nice to Have

ITIL experience or certification Experience scaling a service desk or improving CSAT/SLA performance Background working with SMB clients across multiple industries Security-aware mindset (MFA, endpoint protection, access controls)

What Success Looks Like (First 6-12 Months)

SLA and response times consistently met or exceeded Clear visibility into service desk performance via reporting Reduced ticket backlog and escalations Technicians are confident, accountable, and improving Clients notice the difference in responsiveness and communication

Compensation & Benefits

Competitive salary based on experience Performance-based incentives tied to service KPIs Paid time off and holidays Opportunities for growth as the company scales Direct impact on how the company operates and grows

How to Apply

Apply through Indeed with your resume. MSP experience is required--please highlight your service desk leadership experience clearly.

Job Type: Full-time

Pay: $75,000.00-$90,000.00 per year

Benefits:

Casual dress Dental care Extended health care Mileage reimbursement On-site parking Paid time off Vision care Work from home
Work Location: Hybrid remote in Burnaby, BC V5J 3E3