IT Service Manager – Managed Services

1 week ago

Burnaby BC VC B, Canada Digital Connection Office Systems Full time $80,000 - $100,000 per year

The IT Service Manager is responsible for overseeing day-to-day service delivery within the Managed Services division. This includes managing the Service Desk team, ensuring all client requests and incidents are handled efficiently, consistently, and in alignment with company standards. The role focuses on operational excellence, team leadership, client satisfaction, and continuous improvement of service delivery processes through metrics and best practices.

Service Operations

  • Manage daily operations of the Service Desk, ensuring responsiveness, consistency, and quality of support.
  • Oversee ticket queues, workload distribution, and escalation management.
  • Ensure service requests and incidents are resolved within defined SLAs and to quality standards.
  • Monitor key performance indicators (SLA, backlog, response time) and take proactive action to address gaps.
  • Ensure the team maintains accurate documentation, ticket notes, and client communication within the PSA (ConnectWise Manage).
  • Collaborate with Centralized Services, Project Services, Technology Alignment, and vCIO teams to ensure seamless service delivery.

Team Leadership

  • Provide direct leadership, coaching, and support to Service Desk Engineers.
  • Conduct regular one-on-ones, goal-setting, and quarterly performance reviews.
  • Promote professional development through certification targets and skills advancement.
  • Run the daily huddles to ensure service metrics are achieved.
  • Maintain team accountability and ensure consistent adherence to company processes and service standards.
  • Foster a collaborative, high-performance culture focused on client experience and continuous improvement.

Client & Stakeholder Engagement

  • Act as the primary escalation point for service-related issues and critical incidents.
  • Communicate effectively with clients regarding ticket status, service impact, and resolution.
  • Partner with internal stakeholders (Projects, Sales, Operations) to align service delivery with client needs.
  • Ensure client expectations are managed consistently, and issues are escalated appropriately when required.

Process & Quality

  • Implement ITIL-aligned practices for incident, event, and problem management.
  • Continuously assess and refine service processes to improve responsiveness and efficiency.
  • Ensure proper documentation of service workflows, escalation paths, and standard operating procedures.
  • Leverage BrightGauge and other reporting tools to drive visibility, accountability, and improvement across the team.
  • Identify trends and recurring issues, leading root cause analyses and preventive action plans.

Reporting Structure

  • Reports to: Service Delivery Manager
  • Direct Reports: Service Desk Engineers

Qualifications

  • 5+ years of experience in IT Managed Services or Service Operations (MSP experience strongly preferred).
  • Proven experience leading technical support or service desk teams.
  • Strong understanding of Microsoft 365, Azure, Intune, and RMM/PSA tools (ConnectWise, Automate, IT Glue).
  • Familiarity with ITIL best practices.
  • Excellent communication, leadership, and problem-solving skills.
  • Data-driven mindset with experience managing SLA and performance metrics.

Job Type: Full-time

Pay: $80,000.00-$100,000.00 per year

Work Location: In person

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