A workplace that’s invested in your success. A team that truly values one another. A culture that is built upon integrity, passion and mutual respect. Are you ready to join a team of talented IT experts and take your career to new heights? If so, IMP Solutions is right for you.

The Opportunity

At IMP Solutions, we provide IT products, as well as IT and business consulting services to clients across Canada.

We are seeking a strong Manager to lead the day-to-day operations of our Managed Services organization. This role is responsible for ensuring consistent, high-quality service delivery across Service Desk, NOC, and escalation teams, while driving operational efficiency, SLA adherence, and client satisfaction.

The ideal candidate is a hands-on operational leader with experience in IT service delivery, team management, and process governance within an MSP environment.

What You Will Do

Service Delivery & Operations Oversee Tier 1–3 support, NOC, and escalation teams Ensure delivery meets SLAs, contracts, and quality standards Monitor performance and mitigate service risks Lead operational reviews and continuous improvement KPI & Performance Management Own KPIs: SLA, FCR, CSAT, backlog, ticket aging Conduct performance reviews and implement corrective actions Drive efficiency, utilization, and cost control Team Leadership & Workforce Management Lead Service Desk Managers, technical teams, and support staff Manage staffing, scheduling, PTO, and after-hours coverage Foster a high-performance, accountable, customer-focused culture Coach and develop team capabilities Incident & Escalation Management Act as escalation point for major incidents and client issues Lead incident response, PIRs, and root cause analysis Ensure corrective actions are tracked to completion Process, Tools & Governance Enforce workflows, documentation, and procedures Ensure ticket quality, compliance, and audit readiness Optimize PSA/RMM/monitoring tools for automation and efficiency Maintain security and compliance standards Cross-Functional Collaboration Partner with Client Success Managers on service outcomes Support leadership with capacity planning and hiring Contribute to financial performance through efficient delivery

Required Qualifications

What You Need to Succeed:

5+ years of experience in Managed Services or IT Service Delivery 2+ years in a leadership or management role Strong understanding of ITIL-based service management practices Experience managing SLAs, KPIs, and operational dashboards Proven ability to lead high-performing technical teams

Preferred Qualifications

Experience in an MSP environment (multi-client delivery model) Familiarity with PSA/RMM tools (e.g., ConnectWise, Autotask, BrightGauge) Experience with incident management and root cause analysis (RCA) frameworks Knowledge of security and compliance standards (e.g., SOC 2)

What We Offer You

Comprehensive health and dental benefits RRSP contribution matching 3 weeks of paid vacation annually Professional development and training opportunities

Apply Now

If you are interested in joining our team and have what it takes to succeed in a dynamic industry, we would love to hear from you!

IMP is committed to Employment Equity and our goal is to be a diverse workforce that is representative at all job levels. We welcome applicants from Aboriginal people, visible minority groups, persons with disabilities and women in occupations and positions where they are under-represented. If you are a member of one of the equity groups, you are encouraged to self-identify on either your cover letter or resume.

IMP Solutions is a division of IMP Group Limited.