Manager, Operations

MBC is a trusted, responsive partner that delivers Delightful IT! IT isn't only our business, it's our passion, and keeping our customers delighted is part of every call we take, ticket we solve, and network we deploy. It's called Delightful IT and we guarantee it.

We are currently looking for a Manager, Operations who has several years' experience working at a Managed Services Provider leading a service desk. This role will oversee both our escalations team and help desk. The candidate be managing a team of senior technical resources including a lead role, along with a Help Desk Manager.

The candidate must possess extensive technical knowledge and has done it all at an MSP (Level 1, Level 2, Migrations, tech lead).

This role is based out of our Richmond Hill office.

Reports To: Director, Managed Services

Responsibilities:

• Manage delivery of agile project deployments (sub-$3000), change requests and upgrades to infrastructure and related applications both internally and for clients
• Manage network documentation of supported infrastructure to improve incident discovery, problem identification, and streamline maintenance
• Manage ticket workflows for infrastructure incidents and alerts to ensure SLA-compliance
• Analyze Service Desk performance to identify areas for improvement
• Evaluate and provide feedback to Service Desk employees, ensuring their training and development
• Manage and coordinate the escalation of urgent and complex support issues to the appropriate IT teams
• Generate progress reports and performance metrics to measure IT effectiveness and productivity
• Work with the team leads to monitor problem management and follow up with assigned personnel to ensure timely resolution and a delightful experience
• Manage reactive processes for recurring infrastructure alerts to improve incident-resolution time
• Manage reporting processes for documenting or presenting KPIs for internal or customer review
• Facilitate migration of knowledge from Project and Account teams to Support and Infrastructure teams
• Provide Infrastructure team with tools and knowledge required in troubleshooting and resolving infrastructure-related issues both internally and for supported clients
• Discuss and review feedback, recommendations for improving processes and procedures to improve customer experiences

Skills:

• Familiarity with ITIL principles and standards
• Experience implementing ITIL/Service Management frameworks
• Extensive experience and knowledge of Active Directory, Cloud Services (Azure, M365, etc), Backup technologies and computer hardware
• Extensive experience with networking

Qualifications:

• 5-10 years at an MSP
• 5+ Years in a Managerial capacity
• Certifications: Must be ITIL certified along with Microsoft Certifications
• Experience using N-Central by Solarwinds as an RMM tool
• Experience using Salesforce Service Cloud an asset