Job Posting: IT SERVICE MANAGER
Location: Nelson, BC
Company: DHC Communication (DHC)
ABOUT DHC COMMUNICATIONS
DHC Communications is a customer-focused technology solutions provider serving businesses throughout the Kootenay region since 1999. We help organizations leverage technology to improve efficiency, enhance security, and support long-term growth.
Our team delivers a broad range of services including Managed IT Services, telecommunications, structured cabling, network infrastructure, security solutions, and technology consulting. We proudly support clients across a variety of industries, including manufacturing, construction, distribution, healthcare, professional services, non-profit organizations, and real estate.
As a locally owned and growing company, we value strong relationships, exceptional customer service, accountability, and continuous improvement. We are committed to building a team of motivated professionals who want to make an impact, contribute to our success, and grow alongside the business.
JOB SUMMARY
DHC Communications is seeking an experienced and motivated IT Services Manager to lead and grow our Managed IT Services division.
This is an opportunity for a hands-on leader who enjoys building relationships, developing teams, solving technical challenges, and helping shape the future of a growing business. The successful candidate will lead a team of IT professionals while remaining actively involved in customer relationships, service delivery, business development, and strategic planning.
Working closely with ownership and management, the IT Services Manager will play a key role in driving customer satisfaction, supporting team success, expanding managed service offerings, and growing recurring revenue. This position requires someone who understands both the technical and business sides of IT services and can confidently engage with customers, identify opportunities, and deliver value-driven technology solutions.
We are looking for someone who is not afraid to roll up their sleeves, lead by example, and make decisions that support the long-term success of the company, our customers, and our employees.
KEY RESPONSIBILITIES
Leadership & Team Development
- Lead, mentor, and support a team of IT technicians.
- Foster a positive, accountable, and customer-focused team culture.
- Conduct performance reviews, coaching, and professional development planning.
- Assist with recruitment, onboarding, and workforce planning.
- Maintain team morale while ensuring accountability and high performance.
- Promote continuous learning and technical development within the department.
MSP Growth & Business Development
- Develop and grow DHC's Managed IT Services offerings.
- Identify opportunities to increase recurring revenue through managed services, cybersecurity, cloud solutions, and technology consulting.
- Participate in customer meetings, presentations, proposals, and solution development.
- Support sales initiatives and business development activities.
- Work closely with ownership to develop service offerings, pricing strategies, and growth plans.
- Build and maintain relationships with existing and prospective customers.
- Assist in achieving departmental revenue and profitability objectives.
Customer Success & Account Management
- Serve as a senior point of contact for key customer accounts.
- Conduct regular customer reviews and technology planning discussions.
- Ensure customer satisfaction through proactive communication and service delivery.
- Address escalated customer concerns and work toward successful resolution.
- Identify opportunities to improve customer experience and service quality.
- Develop long-term relationships that support customer retention and growth.
Technical Leadership & Service Delivery
- Provide hands-on technical leadership and support when required.
- Assist technicians with complex troubleshooting, project implementation, and escalations.
- Oversee service delivery to ensure customer expectations are met or exceeded.
- Develop and maintain service standards, documentation, and best practices.
- Ensure efficient ticket management, project execution, and service quality.
- Monitor service performance and identify opportunities for improvement.
Strategic Planning & Continuous Improvement
- Work with ownership and management to support company goals and strategic initiatives.
- Evaluate emerging technologies, service opportunities, and industry trends.
- Develop and implement processes that improve efficiency, scalability, and profitability.
- Identify opportunities to improve operational performance and customer outcomes.
- Balance customer needs, team requirements, and business objectives when making decisions.
- Contribute to the long-term growth and success of the IT Services division and the organization as a whole.
Vendor & Partner Management
- Develop and maintain relationships with technology vendors and service providers.
- Negotiate and manage vendor agreements and partnerships.
- Evaluate products and solutions to ensure they align with customer and business needs.
- Identify opportunities to improve profitability and service delivery through strategic partnerships
QUALIFICATIONS
- Minimum 5 years of experience in Managed IT Services, IT Operations, or a related technology environment.
- Previous experience leading and developing technical teams.
- Strong understanding of MSP operations, service delivery, cybersecurity, networking, cloud services, and business technology solutions.
- Experience developing, selling, and supporting Managed IT Services.
- Proven ability to build and maintain customer relationships.
- Strong business development, account management, and sales experience.
- Excellent leadership, communication, and problem-solving skills.
- Ability to balance technical, operational, and business priorities.
- Post-secondary education in Information Technology, Business, or a related field is considered an asset.
- Relevant industry certifications are considered an asset.
WORKING CONDITIONS
- Primarily office-based with regular interaction with customers, technicians, vendors, and management.
- Frequent travel to customer locations throughout the region.
- Occasional after-hours support, customer meetings, and project work may be required.
- Fast-paced environment with multiple priorities and competing deadlines.
- Combination of leadership, customer-facing, business development, and technical responsibilities.
PHYSICAL REQUIREMENTS
- Ability to sit and work at a computer for extended periods.
- Ability to travel to customer sites and project locations.
- Ability to lift and carry equipment up to 30 lbs (14 kg) occasionally.
- Ability to work in office, industrial, and customer environments as required.
- Ability to climb ladders, access equipment rooms, and work in various site conditions when necessary
How to Apply:
Please submit your resume and cover letter to [email protected].
Job Types: Full-time, Permanent
Pay: $75,000.00-$100,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- Extended health care
- Life insurance
- Store discount
- Vision care
Work Location: In person
