Manager of Managed Services

At IMP Solutions, we provide IT products, as well as IT and business consulting services to clients across Canada.

We are seeking a strong Manager to lead the day-to-day operations of our Managed Services organization. This role is responsible for ensuring consistent, high-quality service delivery across Service Desk, NOC, and escalation teams, while driving operational efficiency, SLA adherence, and client satisfaction.

The ideal candidate is a hands-on operational leader with experience in IT service delivery, team management, and process governance within an MSP environment.

1. Service Delivery & Operations

• Oversee Tier 1–3 support, NOC, and escalation teams


• Ensure delivery meets SLAs, contracts, and quality standards


• Monitor performance and mitigate service risks


• Lead operational reviews and continuous improvement
  
  

2. KPI & Performance Management

• Own KPIs: SLA, FCR, CSAT, backlog, ticket aging


• Conduct performance reviews and implement corrective actions


• Drive efficiency, utilization, and cost control
  
  

3. Team Leadership & Workforce Management

• Lead Service Desk Managers, technical teams, and support staff


• Manage staffing, scheduling, PTO, and after-hours coverage


• Foster a high-performance, accountable, customer-focused culture


• Coach and develop team capabilities
  
  

4. Incident & Escalation Management

• Act as escalation point for major incidents and client issues


• Lead incident response, PIRs, and root cause analysis


• Ensure corrective actions are tracked to completion
  
  

5. Process, Tools & Governance

• Enforce workflows, documentation, and procedures


• Ensure ticket quality, compliance, and audit readiness


• Optimize PSA/RMM/monitoring tools for automation and efficiency


• Maintain security and compliance standards
  
  

6. Cross-Functional Collaboration

• Partner with Client Success Managers on service outcomes


• Support leadership with capacity planning and hiring


• Contribute to financial performance through efficient delivery

Required Qualifications

• 5+ years of experience in Managed Services or IT Service Delivery


• 2+ years in a leadership or management role


• Strong understanding of ITIL-based service management practices


• Experience managing SLAs, KPIs, and operational dashboards


• Proven ability to lead high-performing technical teams

Preferred Qualifications

• Experience in an MSP environment (multi-client delivery model)


• Familiarity with PSA/RMM tools (e.g., ConnectWise, Autotask, BrightGauge)


• Experience with incident management and root cause analysis (RCA) frameworks


• Knowledge of security and compliance standards (e.g., SOC 2)

• Comprehensive health and dental benefits


• RRSP contribution matching


• 3 weeks of paid vacation annually


• Professional development and training opportunities

Apply Now

If you are interested in joining our team and have what it takes to succeed in a dynamic industry, we would love to hear from you!