Technical Services Manager

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.

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
Casual dress
Company events
Flexible schedule
Mileage reimbursement
On-site parking
Paid time off
Vision care
Work from home
Job Types: Full-time, Permanent
Pay:
From $75,000.00 per year

Work Location:

Hybrid remote in Chilliwack, BC V2R 5X4

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