Manager of Managed Services

I M P Group International Inc. • Rancho Cucamonga, CA

2d

About The Position

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.

Requirements

• 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

Nice To Haves

• 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)

Responsibilities

• 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
• Own KPIs: SLA, FCR, CSAT, backlog, ticket aging
• Conduct performance reviews and implement corrective actions
• Drive efficiency, utilization, and cost control
• 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
• 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
• 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
• Partner with Client Success Managers on service outcomes
• Support leadership with capacity planning and hiring
• Contribute to financial performance through efficient delivery

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed