Information Technology Service Delivery Manager

Overview

Do you thrive on leading teams, keeping operations seamless, and ensuring client success? If service delivery is your passion, this role is for you! Join a dynamic and growing managed services provider (MSP) known for delivering top-tier IT solutions and exceptional client support.

Location: Greater Toronto Area, ON (Hybrid - 3 days a week in the office). Vacancy Type: This role reflects an existing vacancy.

What You'll Do

• 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 op...