Manager, IT Support Services

IDFusion is looking to hire a Manager, IT Support Services to join our team. Do you want to work for a company that focuses on values for both its clients and employees? A company that believes healthy, productive, and engaged employees drive organizational performance and success? Do you have a passion for leading people and delivering great client experiences? If this sounds like you, we'd love to meet with you!

The Manager, IT Support Services is responsible for leading our IT support team while acting as a key point of contact for our clients. This role balances people leadership with hands-on oversight of service delivery, ensuring our team provides clients with the level of IT support they expect while helping to grow and mature the IT Support Services Division at IDFusion. In this role, you'll be responsible for resource allocation, client prioritization, tool selection, and technical planning, while providing technical advice and guidance and mentoring the team.

Reporting to the Director of Managed Services, a typical day might include some of the following:

• Lead, mentor, and manage the day-to-day performance of the IT support and technical team, including workload distribution, ticket queue oversight, and escalation management.
• Act as a primary point of contact for assigned clients, building and maintaining strong relationships and ensuring service delivery meets or exceeds client expectations.
• Participate in client meetings and Quarterly Business Reviews (QBRs) to review service performance, discuss upcoming projects, and identify opportunities to add value.
• Monitor service level agreements (SLAs) across the team, ensuring uptime, performance, resources, and security of client applications and services meet agreed standards.
• Serve as an escalation point for complex technical issues that cannot be resolved at the technician level, working hands-on when required.
• Oversee client network, server, workstation, and infrastructure environments to ensure they are secure, stable, and aligned with best practices.
• Manage project delivery for new infrastructure design, migrations, and upgrades, coordinating resources and timelines across the team.
• Recruit, onboard, train, and develop technical staff; conduct regular performance reviews and support career growth within the team.
• Develop, document, and enforce IT policies, procedures, and standards for both internal operations and client engagements.
• Manage vendor relationships, software licensing, subscription renewals, and third-party agreements as assigned.
• Track and report on key performance indicators (KPIs) for the team and individual client accounts, identifying trends and areas for improvement.
• Support budgeting and resource planning for the IT department, including staffing, tools, and equipment needs.
• Collaborate with sales and leadership to support the growth of the IT Support Services Division, including scoping new client engagements.
• Maintain and/or oversee the development of client Disaster Recovery Plans and ensure backup solutions are monitored and tested.
• Work both independently and with the team to ensure timely, complete, and effective execution of upgrades, change requests, and projects.

How Your Time Breaks Down:

• 40% — People and operational leadership
• 30% — Client and service management
• 20% — Escalations and technical oversight
• 10% — Projects, budgeting, and growth

Skills & Experience:

• Minimum of 7 to 10 years of direct work experience in IT administration or support, including at least 3 years in a leadership or management capacity, ideally within a Managed Service Provider (MSP) environment.
• Proven experience managing and developing a technical team, including hiring, coaching, scheduling, and performance management.
• Strong client relationship management skills, with a track record of managing client expectations and service delivery in a professional services or MSP setting.
• Solid working knowledge of networks, servers, workstations, and peripherals, with the ability to guide the team through complex technical issues.
• Experience with Microsoft 365, Azure, Active Directory, Windows Server, and Exchange (on-premises, hybrid, and online).
• Additional training or certification in Microsoft Professional certifications (O365, Administration, Configuration, Windows Server, Azure, SQL, Exchange, Teams) is an asset.
• Would be nice: ITIL Foundation, PMP, CompTIA A+/Network+, or Cisco certifications.
• Experience with PSA/RMM and ticketing platforms, and a solid understanding of SLA management.
• Proven understanding of IT security, compliance, and auditing practices.
• Experience with vendor management, licensing agreements, and budget oversight.
• Excellent verbal and written communication skills, with the ability to present technical information to non-technical stakeholders.
• Valid driver's license and vehicle required as travel is required from time to time

ID Fusion is proud to be a Manitoba Indigenous-owned and operated company. Employment Equity is a factor in selection. Applicants are requested to indicate in their covering letter or resumé if they are from any of the following groups: Women, Indigenous Peoples, Visible Minorities and Persons with a Disability.