Smb / Managed Services Team Lead

3 weeks ago

Calgary, Canada VCURA Canada Incorporated Full time

**SMB / Managed Services Team Lead**

VCURA is a high-performance organization that excels at bringing clarity to complex IT systems and security programs, operations, and architectures. Our industry experience, education and accomplishments allow us to simplify IT operations and security programs by aligning client IT practices, management processes and business goals.

VCURA is seeking a dedicated, self-managed IT professional for full spectrum IT systems implementation and support.

**Job Summary**: The SMB/MSP Support Manager is responsible for leading a team that provides technical support and services to small and medium-sized businesses and managed service providers. This role involves managing client relationships, ensuring high-quality service delivery, and maintaining technical expertise in the products and services offered.

Key Responsibilities:
**Team Leadership and Management**: Lead and manage a team of support professionals, ensuring effective training, motivation, and performance management.

**Client Relationship Management**: Build and maintain strong relationships with SMB and MSP clients. Understand their technical needs and challenges, and ensure their satisfaction with the support services provided.

**Service Delivery Oversight**: Oversee the delivery of support services, ensuring they are efficient, effective, and aligned with client needs. Implement strategies to enhance service quality and responsiveness.

**Technical Expertise**: Maintain a thorough understanding of the company's products and services. Provide technical guidance to the team and assist in resolving complex support issues.

**Process Improvement**: Continuously evaluate and improve support processes and procedures to increase efficiency and effectiveness. Implement best practices in technical support and customer service.

**Reporting and Analysis**: Monitor and report on support activities and performance metrics. Use data to make informed decisions and to identify areas for improvement.

**Collaboration and Coordination**: Work closely with other departments, such as sales, product development, and IT, to ensure a cohesive approach to client support and satisfaction.

Qualifications:

- Proven experience in technical support, customer service, or a related role, ideally in an SMB or MSP environment.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Solid technical background with an understanding of IT products and services.
- Microsoft Cloud
- Networking
- SMB server support (Windows)
- Ability to analyze data and make data-driven decisions.
- Problem-solving skills and a customer-oriented attitude.

Preferred Skills:

- Industry certifications (e.g., ITIL, CompTIA, Microsoft Certified Professional).
- Experience with backup systems i.e.: Veeam, Acronis or others.
- Experience with CRM and support ticketing systems.
- Experience with SMB level Windows Server domains and Active Directory
- Experience with Microsoft 365, Azure

**Job Types**: Full-time, Permanent

**Salary**: $85,000.00-$105,000.00 per year

**Benefits**:

- Dental care
- Disability insurance
- Extended health care
- Vision care

Schedule:

- Monday to Friday
- Overtime

Licence/Certification:

- Driving Licence (required)

Work Location: Hybrid remote in Calgary, AB T2P 2Z2

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