MSP Service Manager

STACK IT Recruitment

MSP Service Manager leading a team within a hybrid managed services provider in Toronto. Drive service excellence and operational efficiencies through coaching and strategic planning.

Posted 7/16/2026full-timeToronto • 🇨🇦 CanadaMid-LevelSenior💰 CA$100,000 - CA$110,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in service delivery management, team leadership, and client relationship management, with a focus on optimizing processes and ensuring high satisfaction rates. Proficient in utilizing Datto RMM and Autotask for effective service desk operations and escalation management.

Highest-signal resume keywords

Service Delivery ManagementTeam LeadershipDatto RMMAutotaskClient Relationship Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service DeliveryHelpdesk ManagementTicket ManagementProcess ImprovementService Level Agreements (SLAs)Service Trend AnalysisStrategic ThinkingCoaching Level 1/Level 2 TechniciansITIL FrameworksMSP Business Models

Soft Skills

CoachingCommunicationCollaborationProblem-SolvingClient Satisfaction

Tools & Technologies

Remote Monitoring & ManagementProfessional Services Automation

Certifications & Qualifications

MCPMCSAMCITPSonicWALL CSSAITIL

Industry Keywords

Managed Service Provider (MSP)Service Desk OperationsClient FeedbackBusiness DevelopmentResults-Oriented Communication

About the role

Key responsibilities & impact

Lead and coach a team of 5-6 Service Technicians in a fast-paced 24/5 environment, providing 1:1 coaching on processes and ticket handling while identifying areas for improvement.
Oversee daily service desk operations, ensuring efficient ticket management and resolution that aligns with company processes and maintains client satisfaction.
Design and maintain structured service delivery processes while ensuring adherence to company methodologies for consistency and efficiency.
Manage and optimize Remote Monitoring & Management (Datto RMM) and Professional Services Automation (Autotask) tools to ensure accurate tracking of client device status.
Participate in Results-Oriented Communication (ROC) meetings, set weekly to-dos, and lead team huddles to reinforce best practices and align goals.
Foster a collaborative team culture focused on client satisfaction and meeting expectations while maintaining productivity during high-pressure periods.
Ensure services are delivered according to SLAs while maintaining profitability and quality in service execution.
Serve as the primary escalation point for client concerns, managing frustrations with a solution-oriented approach and ensuring top-tier service delivery.
Generate positive client feedback and maintain high satisfaction rates while successfully closing new business deals.
Deliver impactful presentations and seminars as the primary point of contact for multiple accounts, driving business expansion across various practices.

Requirements

What you’ll need

6+ years of experience in service delivery or helpdesk management, preferably in an MSP environment.
Proven experience supporting and coaching Level 1/Level 2 Technicians.
Working knowledge of Datto RMM and Autotask or similar tools.
Strong customer relationship skills with the ability to handle escalations effectively.
Skill in analyzing service trends and developing solutions to enhance efficiency.
Strategic thinking to execute service improvement plans.
Track record of building a positive team culture, balancing client needs with efficiency.
Familiarity with ITIL frameworks and MSP business models preferred.
Experience balancing service quality with business development goals.
Any of the following certifications would be considered an asset: MCP, MCSA, or MCITP, SonicWALL CSSA, ITIL.

Benefits

Comp & perks

Salary: $100,000 - $110,000 + Competitive Bonus
Paid Time Off: Competitive vacation and personal days to maintain a healthy work-life balance
Benefits Package: Medical, dental, and vision benefits to support your overall well-being