About TLC Solutions

TLC Solutions delivers, deploys, and supports modern technology and IT services to businesses, schools, and government organizations.

We distinguish ourselves from other IT service providers by offering complete managed service packages to our clients. We help our clients choose computers and devices that fit their needs, build and control servers, install and manage networks, and design, develop, and implement cloud solutions that bring value to their organization. We also provide our clients with IT management, remote support, and onsite desk-side support services.

In 1999, TLC Solutions onboarded our first client with a vision of providing managed IT services and communications in British Columbia. We are proud to serve this client still, and since our inception, we have grown to serve a broad range of businesses throughout BC, Alberta, and California. This growth is built on the same transparency, expertise, and reliability on which we were founded.

United by our core values of Joy, Teamwork, Honesty, Loyalty, and Accountability, TLC is on a journey to help people love technology and deliver Technolojoy!

We are looking for a Director of Technical Operations to cultivate a culture of technical and operational excellence across all technical teams which includes our Managed Services, Centralized Services, Professional Services, and Procurement.

Leadership & Strategy

• Provide strategic direction and leadership for Managed Services, Professional Services, Centralized Services and Procurement teams to ensure alignment with company goals and client needs.
• Develop and execute long-term operational strategies that drive efficiency, scalability, and innovation.
• Collaborate with the executive team to define and deliver on organizational priorities, growth objectives, and customer satisfaction goals.
• Champion TLC’s culture of Technolojoy by fostering collaboration, accountability, and a people-first mindset across all technical teams.

Operational Excellence

• Oversee the delivery of high-quality technical services and solutions, ensuring consistency, reliability, and adherence to service-level agreements (SLAs).
• Establish and monitor key performance indicators (KPIs) for operational health, client satisfaction, and financial performance.
• Oversee operational processes related to fleet, cellphone and other related operational needs
• Identify and implement process improvements, automation opportunities, and best practices to enhance operational efficiency.
• Working with technical leaders to drive continuous improvement initiatives in project management, service delivery, procurement and customer support.

Team Development & Leadership

• Lead, coach, and mentor leaders to ensure effective performance management and career growth.
• Build and maintain a strong leadership pipeline within technical operations.
• Promote cross-functional collaboration between teams to optimize resource utilization and knowledge sharing.
• Ensure staffing levels and skillsets meet the evolving demands of clients and service offerings.
• Partner with People + Culture to recruit, attract and retain team members

Client & Stakeholder Engagement

• Partner with Sales, Client Care and other teams to support pre-sales scoping, onboarding, and ongoing client relationships.
• Maintain strong client partnerships by understanding business goals and translating them into tailored technology solutions.
• Act as an escalation point for complex technical or service delivery issues, ensuring timely resolution and client satisfaction.

Innovation & Technology Enablement

• In collaboration with the Sr. Technical Team drive the roadmap for internal software tools, automation initiatives, and system integrations that enhance both client outcomes and internal efficiency.
• Evaluate emerging technologies and industry trends to guide investment and innovation strategies.
• Oversee the development and deployment of automation and software solutions that streamline operations and add measurable business value.

Financial & Business Management

• In partnership with Finance, develop and manage departmental budgets, forecasts, and resource plans.

• Manage relationships with all vendors related to Technical Services

• Contribute to strategic planning and business development initiatives through operational insights and data-driven recommendations.

What we're looking for:

• • 5+ years of experience leading a Managed Services or IT team
  • Completion of a post-secondary diploma or degree or an equivalent combination of education and experience
  • Proficient knowledge of software platforms such as Autotask and BrightGauge
  • Comfortable on camera and/or presenting (in-person and virtually) to large groups
  • Excellence in the Microsoft Office Suite (Word, Excel, PowerPoint, Teams, OneDrive, SharePoint, and Outlook)
  • Superior verbal and written communication skills
  • Strong organization skills
  • Proven ability to work in a professional and discreet manner with sensitive/confidential information
  • Desire and drive to attain results and closure on issues even if faced with resistance & reluctance
  • Reliability and commitment to getting the job done (including after hours as required)
  • A genuine and sincere person, able to connect with all people and show a deep sense of compassion, care, empathy, and high levels of EQ
  • Passion for self-education and continued learning
  • A confident self-starter, able to see the big picture then take initiative, work autonomously and lead projects
  • Strong ability to bring out the best in people
  • Exceptional ability to communicate with leaders and internal stakeholders
  • Bring a positive attitude and outlook to everything you do
  • Very comfortable with technology, software, and process automation platforms
  • Highly independent with a “roll-up sleeves” attitude while being committed to deadlines
  • Well-honed skills in managing multiple priorities
  • High energy team player with the enthusiasm and accountability to match
  • Excellent time management and organizational skills, with strong attention to detail
  • Fluency and strong comfort in working with, and building automated systems/process

Candidates who are selected will be asked to supply the following:

• Successful completion of a Criminal Background Check

• Clean driving record, driver’s abstract and claims history letter

WHAT WE OFFER

• RRSP matching (3%) program
• Social committee/events and a commitment to our People & Culture
• Strong benefits package for all employees working more than 20 hours per week, including critical illness, medical, dental, orthodontics, and more
• Career growth potential as we scale the business
• Professional development support including tuition reimbursement
• Channels to ‘give back’ to our local communities

CAREER OPPORTUNITIES

Loyalty is a core value for TLC Solutions. We are always excited to see our team members grow and we fill senior positions through promotion from within.

NEXT STEPS
At TLC, we offer competitive wages, amazing work flexibility, and a strong sense of camaraderie built from a team focused on supporting each other through teamwork. If you want to play a hands-on role in an action-oriented organization then we would love to connect with you.