MSP Service Manager

🕒 May 13

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STACK IT Recruitment

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2016

Looking for the best IT recruitment agency in Toronto? Look no further than STACK IT Recruitment! With 20 years of industry experience, we are committed to connecting top talent with leading employers. Our On-Demand and Contingency services ensure your business can secure the perfect candidate for any open position.

📋 Description

• 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.

🎯 Requirements

• 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. • Any of the following certifications would be considered an asset: MCP, MCSA, or MCITP, SonicWALL CSSA, ITIL.

🏖️ 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