Supercharge your career at Nucleus Networks! What makes Nucleus different from other Managed IT Services providers? We work with every one of our clients to help supercharge their business, transforming their IT from a system that just needs support to one that is driving business results and helping them grow.

We are a team of over 80 experienced professionals focused on providing industry-leading IT Services to clients across Canada. Headquartered in downtown Vancouver with operations in BC, Alberta and Ontario, Nucleus operates on a remote-first, hybrid work model. We’ve been recognized as one of North America’s top Managed IT Services Providers as well as one of the top ten MSPs in Canada.

Our vision is to be the best MSP in Canada for SMBs and we are looking for talented people who want to be a part of our journey and help us get there!

The Service Experience

Manager (SEM) is a hybrid leadership role that bridges client success and technical service delivery. This role is responsible for ensuring exceptional client experience by acting as the primary relationship manager for assigned clients, while also leading a technical team to deliver high-quality, timely support. The SEM is both a strategic partner and a hands-on leader, championing client satisfaction, managing escalations, mentoring team members, and driving operational excellence through data and processes.

Periodic on-site visits to client locations are required as part of this role.

Client

Success & Relationship Management Serve as the main point of contact for assigned clients, building robust relationships and acting as their advocate within Nucleus.



Maintain a deep knowledge of technology products and services applicable to the client base, including hardware, software and Nucleus services. Manage a team of technicians, providing coaching, mentorship, and performance feedback.

Act as the technical escalation point for the team and ensure timely resolution of client issues. Monitor and report on key performance indicators (KPIs) such as ticket closures, Client Satisfaction (CSAT), response/resolution times, and utilization. Conduct regular one-on-ones, performance reviews, and support employee development plans.

Strategic

Initiatives & Quality Assurance Support continuous improvement through feedback loops, training, and internal collaboration. Perform quality assurance (QA) on support tickets and project documentation, offering constructive feedback and coaching as needed. Proven leadershipexperiencemanaging technical teams. ~ Industry certifications (CompTIA, Cisco, Microsoft) are preferred. ~ Bilingual (English/French) is an asset.

Hybrid Remote Environment

In-Person and Virtual Staff Socials – we offer an outgoing culture that provides lots of opportunities to connect with your co-workers Competitive Salary & Annual Vacation Time Comprehensive Benefits, including a Health Spending Account and RRSP Matching program All qualified applicants will receive consideration for employment without regard to Canadian experience, race, colour, ancestry, place of origin, religion, marital status, family status, physical or mental disability, sex, sexual orientation, gender identity or expression, or age. This posting is to fill an existing vacancy. #

📌 REMOTE Head of Brand & Creative Services (Vancouver)
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