STACK IT Recruitment
Information Technology and Services
MSPServiceManager
Neural analysis suggests this role is
optimal for Senior candidates.
“MSP Service Manager at STACK IT Recruitment. Skills: service delivery, helpdesk management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement. Lead and coach a team of 5-6 Service Technicians in a fast-paced 24/5 environment. Oversee daily service desk operations”
What You'll Achieve.
high performance; improving service efficiency; aligning operations with business goals; client satisfaction; meeting expectations; maintaining productivity; maintaining profitability; quality in service execution; top-tier service delivery; positive client feedback; high satisfaction rates; closing new business deals; driving business expansion; business growth; team development
Industry & Context.
problem solver; handling escalations; resolving client issues; improving service efficiency; analyzing trends; optimizing workflows; developing solutions to enhance efficiency; executing service improvement plans; solution-oriented approach
What They're Looking For.
Must Have
6+ years of experience in service delivery or helpdesk management, Proven experience supporting and coaching Level 1/Level 2 Technicians, 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, Experience balancing service quality with business development goals
Nice to Have
preferably in an MSP environment, Familiarity with ITIL frameworks and MSP business models preferred
What You'll Do.
Lead and coach a team of 5-6 Service Technicians in a fast-paced 24/5 environment
Oversee daily service desk operations
Design and maintain structured service delivery processes
Manage and optimize Remote Monitoring & Management (Datto RMM) and Professional Services Automation (Autotask) tools
Participate in Results-Oriented Communication (ROC) meetings
Ensure services are delivered according to SLAs
Serve as the primary escalation point for client concerns
Generate positive client feedback and maintain high satisfaction rates
Deliver impactful presentations and seminars
How You'll Work.
Team & Collaboration
Lead and coach a team of 5-6 Service Technicians; Foster a collaborative team culture; Participate in Results-Oriented Communication (ROC) meetings; lead team huddles to reinforce best practices and align goals
Communication Scope
Results-Oriented Communication (ROC) meetings; client concerns management; impactful presentations and seminars
Full Job Description
⭐ **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 **Requirements** 🎯 **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 per
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