Overview

Do you thrive on leading teams, keeping operations seamless, and ensuring client success? If service delivery is your passion, this role is for you! Join a dynamic and growing managed services provider (MSP) known for delivering top-tier IT solutions and exceptional client support.

Location: Greater Toronto Area, ON (Hybrid - 3 days a week in the office). Vacancy Type: This role reflects an existing vacancy.

What You'll Do

• Lead and coach a team of 5-6 Service Technicians in a fast-paced 24/5 environment, providing 1:1 coaching on processes and ticket handling while identifying areas for improvement.
• Oversee daily service desk operations, ensuring efficient ticket management and resolution that aligns with company processes and maintains client satisfaction.
• Design and maintain structured service delivery processes while ensuring adherence to company methodologies for consistency and efficiency.
• Manage and op...