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Our Managed Service IT Provider is looking for a Senior Manager to join their team to lead the Service Support Team

Job Type: Permanent
Positions to fill: 1
Start Date: Nov 15, 2022
Job End Date: Nov 15, 2022
Pay Rate: Salary: Negotiable
Job ID: 124823
Location: Vancouver
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Our Managed Service IT Provider is looking for a Senior Manager to join their team to lead the Service Support Team and manage the technical environment- this involves overseeing the completion of client services requests and ensuring a high level of satisfaction, as well as maintaining the client's internal infrastructure.

Must-Have's:
  • 10 years’ progressive experience in IT technical support, administration, and implementation, including managing teams and delivering services to clients.
  • High level of understanding and/or exposure to: 
    • Microsoft 365 / Azure 
    • PSA and RMM tools (CW Manage / Automate)
    • ITIL
    • Microsoft Windows Operating System (Server 2012 R2 or newer and Windows 7 or newer) 
    • VMWare or Hyper-V 
    • Backup technology (Veeam/Datto/Azure)  
  • Managing their performance, including coaching in areas for improvement and mentoring for success
  •  Bachelor’s degree or diploma in a related discipline 
Nice-To-Have:
  • Previous experience working at a Managed IT Service Provider (MSP) is considered a strong asset.
Responsibilities:
  • Overseeing day-to-day administrative needs of Support team members, e.g., monitoring and approving employee requests for time off, overtime hours, etc.  
  • Managing performance and developing career progression
  • Serving as the communication point for clients with escalated service issues and redirecting appropriate resources to resolve these issues 
  • Achieving financial targets for gross service margin (GMOS) on the Support team