About this role
A workplace that's invested in your success. A team that truly values one another. A culture that is built upon integrity, passion and mutual respect. Are you ready to join a team of talented IT experts and take your career to new heights? If so, IMP Solutions is right for you. The Opportunity: 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.What You Will Do: 1. Service Delivery & OperationsOversee Tier 1?3 support, NOC, and escalation teamsEnsure delivery meets SLAs, contracts, and quality standardsMonitor performance and mitigate service risksLead operational reviews and continuous improvement2. KPI & Performance ManagementOwn KPIs: SLA, FCR, CSAT, backlog, ticket agingConduct performance reviews and implement corrective actionsDrive efficiency, utilization, and cost control3. Team Leadership & Workforce ManagementLead Service Desk Managers, technical teams, and support staffManage staffing, scheduling, PTO, and after-hours coverageFoster a high-performance, accountable, customer-focused cultureCoach and develop team capabilities4. Incident & Escalation ManagementAct as escalation point for major incidents and client issuesLead incident response, PIRs, and root cause analysisEnsure corrective actions are tracked to completion5. Process, Tools & GovernanceEnforce workflows, documentation, and proceduresEnsure ticket quality, compliance, and audit readinessOptimize PSA/RMM/monitoring tools for automation and efficiencyMaintain security and compliance standards6. Cross-Functional CollaborationPartner with Client Success Managers on service outcomesSupport leadership with capacity planning and hiringContribute to financial performance through efficient deliveryWhat You Need to Succeed: Required Qualifications5+ years of experience in Managed Services or IT Service Delivery2+ years in a leadership or management roleStrong understanding of ITIL-based service management practicesExperience managing SLAs, KPIs, and operational dashboardsProven ability to lead high-performing technical teamsPreferred QualificationsExperience 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) frameworksKnowledge of security and compliance standards (e.g., SOC 2)What We Offer You: Comprehensive health and dental benefitsRRSP contribution matching3 weeks of paid vacation annuallyProfessional development and training opportunitiesApply NowIf 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!IMP is committed to Employment Equity and our goal is to be a diverse workforce that is representative at all job levels. We welcome applicants from Aboriginal people, visible minority groups, persons with disabilities and women in occupations and positions where they are under-represented. If you are a member of one of the equity groups, you are encouraged to self-identify on either your cover letter or resume. IMP Solutions is a division of IMP Group Limited.