MSP Service Manager

Who We Are:

Fuelled Networks is a leading provider of IT support services for small to medium-sized businesses in Ottawa and Eastern Ontario. With 30+ years in the business, our highly skilled team of technicians provides top-notch IT solutions to our clients. We take pride in putting our clients' needs first and going above and beyond to ensure their success.

We provide a positive and supportive work environment for employees to thrive both personally and professionally. If you share our passion for exceeding client expectations, are committed to ongoing professional development, and you're looking for a challenging and rewarding career where your contributions are recognized and valued, Fuelled Networks is the place for you.

About The Role:

The IT Service Manager will ensure our customers receive high-quality, reliable, timely services that meet or exceed their expectations. The IT Service Manager will manage a team of service delivery professionals and will be responsible for the overall management of the service delivery process. Reporting directly to the President, the IT Service Manager utilizes their expert technical knowledge to interface with a myriad of environments and technologies across support and project lifecycle.

As our ideal candidate, you have a broad knowledge of the latest network and security tools and technologies. You're dedicated, highly professional, client-focused, and easy to work with. You're a natural leader, technical and client-focused, and inclined to seek out opportunities for improvement and optimization. You understand our small and midsized clients' unique needs and are keen to take ownership and make an impact.

You Should Know:

• This is a full-time, permanent position. Hours are Monday to Friday, 8 am - 5 pm. You must be available to internal and external clients during these hours.
• Candidate must be local to Ottawa and have a valid driver's license, 24/7 access to a vehicle, and the ability to travel to clients in the Ottawa area.
• This is a hybrid work arrangement that requires a minimum of 2 to 3 days per week in office. However, you will be expected to work in office as often as may be necessary to meet business demands.
• You must be eligible to receive a security clearance. This is essential.
• Professional Development: We are certification-focused, largely in part for our clients and vendors. You will be required to maintain certifications and professional development.

Here's What You'll Do:

• Manage the service desk team's daily activities, entering all work as activities, service tickets, or project tickets in ConnectWise.
• Manage the dispatch process of service requests and coordinate all support groups to ensure maximum utilization of billable resources.
• Act as the customer's single point-of-contact for problem identification and resolution for escalated issues, driving problem investigations and resolution as required and interfacing with appropriate technical personnel for customer problems that cannot be resolved effectively.
• Maintain awareness of all outstanding customer pre- and post-delivery issues and communicate with clients as required, keeping them informed of incident progress and notifying them of impending changes, agreed-on outages, etc.
• Work with clients to ensure client satisfaction and resolve complaints; including surveying clients to measure client satisfaction and continually seek opportunities to increase customer satisfaction and deepen customer relationships.
• Identify areas for improvement and make constructive suggestions for change; manage the process of implementing change efficiently and effectively.
• Ensure that risks are identified, communicated, and mitigated, and that services and projects are delivered successfully through to production.
• Contribute to the continuity of services by providing the necessary leadership and assisting the service desk team in design and development tasks.
• Provide accurate reports and metrics to company management on the status and budget of ongoing projects and agreements.
• Ensure consistency of existing systems by creating, maintaining, and enforcing standards/procedures for implementing solutions, and document internal processes and procedures.
• Assist with recruiting, interviewing, onboarding, training, performance management, coaching, mentoring, and conducting staff meetings and service board reviews as required.
• Review all Service Tickets, Time, and Expense Entries, approving or referring to team members for correction.
• Thoroughly understand processes in ConnectWise by completing assigned training materials and blueprints on ConnectWise University.
• Remain up to date with current and future trends emerging in the industry.

Here's What We're Looking For:

• Mandatory: A minimum of 5 years of management experience with a managed service provider (MSP).
• Mandatory: Minimum 5 years of experience with ConnectWise, ITGlue, and Automate.
• Mandatory: Advanced Professional IT Certifications such as Microsoft Certifications (Azure, Windows Server, Hyper-V), CSSP, CISM, CISSP, CSSA, CompTia A+, Project+, Network+, CSSA, VCP, Ethical Hacking
• Mandatory: Strong written and verbal communication in English.
• Knowledge and experience in cross-functional management methods and techniques.
• Knowledge of industry applications, processes, software, and equipment and an understanding of support tools, techniques, and how technology provides services.
• Strong organizational, presentation, and customer service skills.
• Skill in strategic planning with an ability to think ahead and plan over 6-12 months.
• Skill in leading people and getting results with a strong customer orientation.
• Interpersonal skills including teamwork, active listening, and customer care.
• Ability to multi-task and adapt to changes quickly.
• Proficient typing skills for quick and accurate entry of service request details, along with outstanding project-management, time-management, and troubleshooting skills.
• Self-motivated with the ability to work in a fast-moving environment.
• Strong service awareness of all the organization's critical services for which support is provided.

Physical Requirements:

• Sitting for extended periods, typically for several hours at a time.
• Standing for extended periods, typically for several hours at a time.
• Computer use: The employee must be able to use a computer and keyboard for extended periods, often with frequent typing.
• Visual acuity: The employee must have good vision to read text on a computer screen, printed documents, and other materials.
• Manual dexterity: The employee must have good hand-eye coordination and manual dexterity to use a computer mouse and keyboard, as well as to perform tasks such as filing, sorting, and organizing. Must be capable of physically assembling equipment, mounting, and racking as required.
• Mobility: The employee must be able to move around easily and quickly and crawl, kneel, and bend to access equipment in tight spaces.
• Lifting and carrying: The employee must be able to lift and carry heavy equipment, typically up to 50 pounds. The average lift is less than 20 lbs.
• Protective Gear: Must be able to wear protective gear, including hard hats, safety glasses, and gloves.

Success is Measured Based on the Following KPIs:

• Service Department Gross Profit Margin (SDGP)
• Service Salaries to Service Revenue Ratio
• Agreement Effective Hourly Rate
• Agreement Gross Profit Margin
• Team Certifications
• SLA Targets
• Customer Satisfaction – Internal and External
• Security Hygiene/Posture for all clients

Why should you work here?

• Strong company culture of unity, transparency, and trust; supportive leadership team.
• Salary based on past success, certifications, and experience.
• Fantastic, modern office located within walking distance of great coffee shops and restaurants.
• Shared group/health benefits plans, including a retirement plan.
• Teambuilding and company events where you can get to know your teammates on a more personal level.

The statements above describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.

At Fuelled Networks Ltd., diversity, equity, and inclusion are part of our identity. Together, we continue to build an inclusive culture that reflects the diversity of our people. It fuels innovation and connects us closer to our people and clients. We strive to nurture a culture where inclusiveness is a reflex, not an initiative.