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.
- Certifications such as MCP, MCSA, or MCITP, SonicWALL CSSA, ITIL are considered an asset.

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 explicit understanding of business objectives.
- Work‑life balance: enjoy a hybrid work model that values your personal time.

Compensation and Benefits:

- 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.

We’re committed to diversity and inclusion. If you need accommodation during the hiring process, let us know and we’ll support you.

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📌 MSP Service Manager (Toronto)
🏢 Jobtailor
📍 Toronto