Manager of Managed Services

IMP Group
Halifax, NS

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Job details

18 hours ago

Benefits

RRSP match
Dental care
Paid time off
Paid vacation

Skills

ConnectWise
Incident management
Team management
ITIL
IT
Root cause analysis
Leadership

Full job description

Manager of Managed Services

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 & 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

What You Need to Succeed:

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)

What We Offer You:

Comprehensive health and dental benefits
RRSP contribution matching
3 weeks of paid vacation annually
Professional development and training opportunities

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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!

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.

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Manager of Managed Services

The Opportunity:

What You Will Do:

What You Need to Succeed:

What We Offer You:

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