IT Service Delivery Leader

2 days ago

Richmond, British Columbia, Canada Supergeek Computers Full time $55,000 - $70,000 per year

Your Next Career Move

Join a dynamic, client-focused MSP and take the helm of our Service Desk operations. This is your opportunity to inspire a talented team, delight clients with flawless support, and set the standard for IT excellence in a high-growth environment.

Your Impact, Day One - Master Service Delivery

  • Orchestrate a swift, reliable helpdesk that resolves issues before they escalate.
  • Balance priorities, streamline workflows, and eliminate delays with smart queue management.
  • Track response times, resolution rates, and client satisfaction — then push the bar higher.
  • Sync with Projects, Virtual CIOs, and Centralized Teams to deliver unified, proactive solutions.

Grow a Winning Team

  • Guide, challenge, and elevate your engineers with hands-on coaching and clear goals.
  • Host focused morning stand-ups to align, energize, and accelerate performance.
  • Champion ongoing training, certifications, and skill mastery — because your team's growth fuels success.
  • Build a tight-knit, results-driven culture where accountability meets collaboration.

Be the Client's Champion

  • Step up as the trusted point of contact during high-stakes incidents.
  • Turn updates into confidence-building conversations — clear, calm, and solution-focused.
  • Partner with Sales, Operations, and Leadership to align support with business outcomes.

Refine & Future-Proof Processes

  • Embed industry-leading practices (think ITIL) to manage incidents, problems, and events.
  • Continuously sharpen workflows for faster, smarter, more consistent service.
  • Use ConnectWise, IT Glue, and analytics dashboards to uncover insights and drive action.
  • Lead preventive problem-solving — spot patterns, fix root causes, and stop repeat issues cold.

What You Bring

  • 5+ years in managed IT services, ideally with MSP leadership under your belt
  • Hands-on experience directing technical support teams to meet (and exceed) targets
  • Strong command of Microsoft 365, Azure, Intune, plus ConnectWise suite, and RMM tools
  • Working knowledge of ITIL frameworks and a passion for process optimization
  • A metrics-first mindset paired with exceptional communication and crisis leadership

Why You'll Thrive Here

Real ownership — your decisions shape client trust and business growth

Dedicated learning budget for certifications and skill-building

Modern Richmond Office with great transit links and a vibrant team vibe

A company that moves fast, innovates boldly, and rewards results

Ready to lead IT support into the future?

If you are passionate about delivering exceptional IT support services and have the skills required for this role, we encourage you to apply. Join our team as we strive for excellence in customer satisfaction through effective delivery management.

Job Type: Full-time

Pay: $55,000.00-$70,000.00 per year

Benefits:

  • Dental care
  • Extended health care
  • RRSP match
  • Vision care

Work Location: In person

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