Technical Service Manager
Location: Burnaby, British Columbia
Employment Type: Full-Time | Onsite
Department: IT
Reports to: CEO / Owner
The Technical Service Manager's primary responsibility is to lead the technical team while providing leadership and support. This role is responsible for ensuring the service desk operates efficiently; tickets continue to flow, technicians receive guidance when needed, and clients receive high-quality service.
The Technical Service Manager reports directly to the President. The role serves as the technical leader for the technical team, provides support during escalated situations, and assists with larger technical quotes and solution proposals. The Technical Service Manager is also expected to step in when the President is unavailable and help reduce the organization's reliance on senior technical resources by mentoring and supporting the team.
This position requires a high level of independence, strong client service skills, and excellent organizational abilities. The successful candidate must be comfortable balancing technical responsibilities with team leadership while managing multiple priorities simultaneously.
Responsibilities
- Lead the day-to-day operations of the technical team, including ticket flow, dispatch, scheduling, and escalations.
- Be a senior MSP technical professional who can mentor and coach technicians.
- Prepare larger technical quotes and solution proposals while supporting pre-sales and post-sales client engagements.
- Manage and maintain the organization's Remote Monitoring and Management (RMM) and Professional Services Automation (PSA) platforms, including ConnectWise and N-able.
- Monitor service performance, ensure SLA compliance, and prepare operational, budget, and performance reports for leadership.
- Responsible for service scheduling, escalation, and client satisfaction
- Identify service trends, improve processes and documentation, and contribute to strategic planning and continuous service improvement.
- To build relationships with clients and participate in necessary client meetings (Pre & Post Sales)
- Build strong client relationships and serve as the primary technical leader when supporting the team or acting in the President's absence.
- Be patient, coachable, and able to develop team members while holding them accountable.
- Have strong ownership and accountability themselves-we're looking for someone who embraces feedback and continuously improves.
- Assist with larger quotes, solution design, and client escalations while remaining technically involved.
Knowledge, Skills, and Abilities
- Strong technical background within an MSP environment.
- Previous experience leading or supporting technical teams.
- Knowledge of IT service delivery, service desk operations, and client support best practices.
- Skill in strategic planning with an ability to think ahead and plan over a 6-12-month time span
- Experience administering Remote Monitoring and Management (RMM) platforms.
- Experience administering Professional Services Automation (PSA) tools such as ConnectWise.
- Strong client service, communication, organizational, and multitasking skills.
- Ability to provide technical leadership while managing day-to-day service operations.
- Experience preparing larger technical quotes and solution proposals.
- Ability to analyze service metrics, identify trends, and recommend improvements.
- Strong planning and organizational skills with the ability to manage multiple priorities.
- Ability to multi-task and adapt to changes quickly
- Ability to work in a team and communicate effectively
- Service awareness of all organizations key IT services for which support is being provided
- Microsoft and Cisco certifications are considered strong assets
Credentials and Experience
- Bachelor's or associate degree in computer-related field, with courses in computer science OR five to eight years related experience OR Equivalent combination of education and experience.
- Previous experience in senior technical support or Service Manager role within an MSP environment.
- Demonstrated ability to lead technical teams while remaining hands-on when required.
- Experience managing service delivery and supporting technicians in a client-focused environment.
- Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCITP, CCEA or CCIA, Cisco CCNA is a plus.
- Willing to work occasionally and/or be on call overtime, holidays, and weekends
