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.

• 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

• 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

• 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

• Coordinate technical projects including migrations, deployments, and upgrades
• Manage timelines, resources, and communication with clients
• Work with leadership to prioritize projects and technical initiatives

• 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

• 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

• 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

• 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