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 clear 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. #J-18808-Ljbffr