The Technical Services Manager is responsible for managing the technical support and project teams, ensuring excellent client service, maintaining high technical standards, and improving operational efficiency. This role combines leadership, technical knowledge, client communication, and process management.

The ideal candidate has strong MSP experience, excellent people skills, and the ability to manage both day-to-day support operations and long-term technical strategy.

Key Responsibilities

Team Leadership

Manage and mentor helpdesk, systems, and field technicians

Conduct regular team meetings, performance reviews, and coaching

Help recruit, onboard, and train technical staff

Build a positive, accountable, and service-focused team culture

Service Delivery

Oversee ticket queues and ensure SLA targets are met

Improve response times, escalation processes, and customer satisfaction

Monitor service quality and identify areas for improvement

Work closely with clients to ensure technical needs are met

Technical Oversight

Provide guidance on complex technical issues and escalations

Review infrastructure designs, cloud solutions, and cybersecurity standards

Ensure proper documentation, backups, patching, and monitoring are maintained

Support standardization across client environments

Project Management

Coordinate technical projects including migrations, deployments, and upgrades

Manage timelines, resources, and communication with clients

Work with leadership to prioritize projects and technical initiatives

Operations & Strategy

Help develop internal processes, automation, and best practices

Track KPIs such as ticket resolution times, utilization, and client satisfaction

Assist with budgeting, capacity planning, and vendor relationships

Contribute to business growth and operational scaling

Required Qualifications

5+ years of IT experience, preferably within an MSP environment

2+ years in a leadership or management role

Strong knowledge of:

Microsoft 365

Windows Server

Azure and cloud platforms

Networking and firewalls

Cybersecurity best practices

Backup and disaster recovery systems

Experience with PSA and RMM platforms

Excellent communication and client relationship skills

Strong organizational and problem-solving abilities

Preferred Qualifications

Experience scaling technical teams in a growing MSP

Certifications such as:

Microsoft

Azure

Cisco

ITIL

CompTIA

Experience with automation and scripting

Understanding of compliance frameworks and security standards

What We Offer

Competitive salary

Performance bonuses

Flexible work environment

Career growth opportunities

Training and certification support

Collaborative and supportive team culture

Job Types: Full-time, Permanent

Pay: From $75,000.00 per year

Benefits:

• Casual dress
• Company events
• Flexible schedule
• Mileage reimbursement
• On-site parking
• Paid time off
• Vision care
• Work from home

Work Location: Hybrid remote in Chilliwack, BC V2R 5X4