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 solid 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, efficient 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 professional 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

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