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

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