We are looking for a service-oriented Managed IT Services Director of Client Accounts who can lead strategic client relationships, guide IT strategy/budget planning and act as a trusted advisor to a portfolio of clients. Reporting to the Chief Client Officer, you will manage a portfolio of clients and lead a team of 4-8 IT Support Technicians. This hybrid role involves working from our mid-town Toronto office, client sites and remotely.

The ideal candidate will be dedicated to delivering an exceptional client experience, strengthening client retention, identifying opportunities to grow existing accounts and coaching a team to exceed targets and client expectations.

What You Will Be

Doing - Work strategically with clients and internal subject matter experts to build client scorecards, multi-year IT roadmaps and budget plans that align technology investments with client business objectives - Collaborate with the Client Support Manager to ensure clients receive timely and accurate product updates, quotes and order fulfillment - Lead client-facing project communications and provide strategic oversight to ensure projects support client business priorities, technology roadmaps and long-term account objectives with operational support from the Client Support Manager Client Management - Ensure best practices and proactive planning for client environments, including regular review of risks, lifecycle needs, budget priorities and opportunities to improve client retention - Follow up with clients, provide feedback and resolve issues - Deliver and conduct regular strategic scorecard reviews and develop client roadmaps to meet business objectives - Identify and position solutions that align with client business objectives, strengthen retention and grow revenue within assigned accounts - Develop and maintain strategic client relationships through executive-level calls, meetings, business reviews and client events - Prepare client quotations, proposals and presentations - Work collaboratively with the Client Support Manager to ensure seamless procurement, renewals and vendor coordination for client needs - Collaborate with Finance to monitor and support client account management Team Management - Empower experienced team members to leverage their expertise and manage client outcomes independently, providing coaching,



strategic guidance and escalation support where needed - Partner with team members to balance project delivery, client priorities and daily operational demands, ensuring focus on the highest-value activities for clients and the business - Build strong team morale while maintaining a commitment to quality, integrity, accountability, client retention and strategic account outcomes - Lead hiring, training, mentoring and disciplinary processes while coaching team members to communicate professionally, identify client needs and support trusted-advisor relationships - Oversee service tickets, client IT documentation and daily time records - Monitor team resource availability, absences and certifications - Recommend and implement process improvements - Work collaboratively with team members, Directors and Client Support Manager to discuss best practices and balance workloads - Occasional (infrequent) short-span national/international travel as required - Occasional after-hours and on-call work as required Who You Are - Proactive and service-oriented professional with a passion for technology, client satisfaction, strategic client relationships and trusted-advisor service - Skilled and tech-savvy communicator with strong business acumen and the ability to connect IT Strategy, risk, budget planning and business outcomes - Supportive team player with a strong team-first mentality - Organized, effective and goal focused, while maintaining a high level of integrity and ownership for client retention, satisfaction and account growth - A self-starter with a keen sense of ownership and accountability - Committed to ongoing career development - Willing leader who inspires, mentors and motivates your team What You Need - 5+ years working as an IT Leader or comparable role in IT Services or SMB space - Ability to explain IT solutions in nonexpert terms and relate their value to a client's business objectives, risk profile, budget priorities and long-term IT strategy - Experience with IT concepts, tools and solutions (Cloud, Network, Cybersecurity, BCDR, Microsoft 365 & Azure,



Google Workspace, WatchGuard, Lenovo, ConnectWise, IT Glue, ScalePad, etc.) - Experience with evaluation, adoption or integration of AI-enabled business solutions is an asset - Experience preparing strategic business reviews, presentations, proposals, quotes and budget recommendations for clients - Experience managing projects with multiple resources both internal and external - Strong end-user computer skills and basic accounting knowledge - Working knowledge of CRM tools and ticketing systems such as ConnectWise an asset - Excellent proficiency in English - both spoken and written - Degree or Diploma in Information Technology, Computer Science, Business Management or equivalent professional experience in IT strategy, client advisory, account management or business leadership - Valid Driver's License and full access to a reliable all-season vehicle - All Starport candidates/employees must pass a security background check (to be completed annually) Who We Are Founded in 2006, with headquarters in Toronto, Starport is a leading Managed IT Service Provider (MSP) in Canada. Our growing team of more than 70 professionals provides end user support, network/server administration, cloud hosting and cyber security services to more than 175 small and medium-sized businesses in major Canadian cities and across North America. Our management team has actively developed a strong reputation with a wide range of industries, expanding services to include a security operations center, data center facilities, a new Calgary team in the emerging Alberta market and a service desk team based out of Prince Edward Island.

Each team member contributes to Starport’s success with a rich range of experience from diverse professional and technical backgrounds. As part of the Lyra Technology Group (http://www.lyratechgroup.com/), we are uniquely positioned to extend cross-selling opportunities to the North America and global business communities. We take pride in our work and share a passion for technology.

Please visit www.starport.ca for further information. CM600 - Director, Client Accounts Job Type Full-time, Permanent Job Location 65 Overlea Boulevard, Toronto, Ontario Recommended Experience 5+ years of professional technical consulting and leadership Compensation base salary starting from $80,000 + health benefits plan

📌 Director of Client Accounts (Toronto)
🏢 Starport Managed Services
📍 Toronto