MSP Service Manager

⭐ Do you thrive on leading teams, keeping operations seamless, and ensuring client success? If service delivery is your passion, this role is for you!

Join a dynamic and growing managed services provider (MSP) known for delivering top-tier IT solutions and exceptional client support.

💻 Who You Are:

• A leader with expertise in service delivery, helpdesk management, and MSP ticketing tools.
• A mentor who drives high performance through coaching, structured processes, and continuous improvement.
• A problem solver skilled in handling escalations, resolving client issues, and improving service efficiency.
• A strategist focused on analyzing trends, optimizing workflows, and aligning operations with business goals.
• A business partner who combines service excellence with growth, client retention, and new opportunities.

📍 Work Type:

• Location: Greater Toronto Area, ON (Hybrid - 3 days a week in the office)
• Vacancy Type: This role reflects an existing vacancy

🎯 What You’ll Do:

• Lead and coach a team of 5-6 Service Technicians in a fast-paced 24/5 environment, providing 1:1 coaching on processes and ticket handling while identifying areas for improvement.
• Oversee daily service desk operations, ensuring efficient ticket management and resolution that aligns with company processes and maintains client satisfaction.
• Design and maintain structured service delivery processes while ensuring adherence to company methodologies for consistency and efficiency.
• Manage and optimize Remote Monitoring & Management (Datto RMM) and Professional Services Automation (Autotask) tools to ensure accurate tracking of client device status.
• Participate in Results-Oriented Communication (ROC) meetings, set weekly to-dos, and lead team huddles to reinforce best practices and align goals.
• Foster a collaborative team culture focused on client satisfaction and meeting expectations while maintaining productivity during high-pressure periods.
• Ensure services are delivered according to SLAs while maintaining profitability and quality in service execution.
• Serve as the primary escalation point for client concerns, managing frustrations with a solution-oriented approach and ensuring top-tier service delivery.
• Generate positive client feedback and maintain high satisfaction rates while successfully closing new business deals.
• Deliver impactful presentations and seminars as the primary point of contact for multiple accounts, driving business expansion across various practices.

⭐ What We’re Looking For:

• 6+ years of experience in service delivery or helpdesk management, preferably in an MSP environment.
• Proven experience supporting and coaching Level 1/Level 2 Technicians.
• Working knowledge of Datto RMM and Autotask or similar tools.
• Strong customer relationship skills with the ability to handle escalations effectively.
• Skill in analyzing service trends and developing solutions to enhance efficiency.
• Strategic thinking to execute service improvement plans.
• Track record of building a positive team culture, balancing client needs with efficiency.
• Familiarity with ITIL frameworks and MSP business models preferred.
• Experience balancing service quality with business development goals.
• Any of the following certifications would be considered an asset: MCP, MCSA, or MCITP, SonicWALL CSSA, ITIL.

🔥 What Makes This Role Exciting?

• Dynamic & Multicultural Environment: Work with a diverse team that brings a global perspective and collaborative spirit.
• Autonomy & Impact: Directly influence client satisfaction, business growth, and team development.
• Client-Centric & Results-Driven Culture: Be part of a team that values respect, accountability, and a clear understanding of business objectives.
• Work-life balance: Enjoy a hybrid work model that values your personal time 

• Salary: $100,000 - $110,000 + Competitive Bonus
• Paid Time Off: Competitive vacation and personal days to maintain a healthy work-life balance
• Benefits Package: Medical, dental, and vision benefits to support your overall well-being

📩 Ready to Elevate Your Career? Apply Now!
At STACK IT Recruitment, we connect top talent with standout opportunities. If you meet at least 70% of the qualifications, we encourage you to apply, we’d love to chat!

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✨ We’re committed to diversity and inclusion. Need accommodation during the hiring process? Let us know, we’re here to support you!

AI Use Disclosure:

STACK IT uses AI-enhanced tools to support initial candidate screening and interview note analysis. All assessments and hiring decisions remain human-led.