SFT: Technical Support & IT Operations Manager (N2)
About The Position
We are recruiting on behalf of our client for a Technical Support & IT Operations Manager (L2). This is a full-time permanent position in Montreal, Quebec, with a hybrid work model. At MSP Corp, we help our clients build their teams by finding the right talent. We are currently supporting one of our clients in the search for a Technical Support & IT Operations Manager (N2). This is a highly autonomous, senior-level role responsible for end-to-end technical operations, infrastructure stability, vendor coordination, and operational ownership. This position combines advanced hands-on technical support with operational oversight, vendor management, and client/partner coordination. There is no internal L1 support layer; the successful candidate will fully own the technical environment from incident resolution to vendor escalation and service continuity. As a Technical L2 Hands-On Manager, you will act as the primary technical owner for all operational and infrastructure-related matters. You will independently manage technical incidents, maintain infrastructure stability, coordinate with external vendors and partners, and ensure high-quality service delivery across the environment. This role is ideal for a highly accountable technical professional who is equally comfortable troubleshooting complex systems, managing escalations, coordinating third-party providers, and driving operational improvements.
Requirements
- 5–10+ years of experience in IT support, systems administration, or MSP environments
- Strong hands-on technical expertise with: Microsoft 365 / Entra ID, Active Directory, Windows Server environments, Networking and firewall technologies, Virtualization platforms (VMware / Hyper-V)
- Proven ability to operate independently without tiered support structures
- Experience managing vendors and external IT partners
- Strong troubleshooting, prioritization, and incident management skills
- Excellent communication, coordination, negotiation, and escalation management abilities
- Fully autonomous technical operator
- Comfortable owning both technical operations and external relationships
- Strong accountability mindset with end-to-end ownership mentality
- Able to manage competing priorities in high-pressure environments
- Practical, decisive, and solution-oriented
- Strong operational and client-facing professionalism
Nice To Haves
- Microsoft 365 / Entra ID
- Windows Server / Active Directory environments
- Networking infrastructure (DNS, DHCP, VPN, firewalls)
- Virtualization platforms (VMware / Hyper-V)
- Backup and disaster recovery systems
Responsibilities
- Act as the primary escalation point for all technical issues
- Independently troubleshoot and resolve infrastructure and support incidents
- Own the complete ticket lifecycle from intake to resolution
- Manage and coordinate critical production incidents and outages
- Ensure timely communication and resolution of operational issues
- Perform system maintenance, troubleshooting, and optimization
- Ensure uptime, performance, reliability, and security stability
- Monitor systems proactively and identify operational risks
- Manage relationships with IT vendors, service providers, and external partners
- Coordinate and escalate vendor-related incidents and service interruptions
- Track SLA performance and ensure vendor accountability
- Negotiate support timelines and drive issue resolution
- Act as the primary technical liaison between operations and third-party providers
- Prioritize and manage all incoming technical workload independently
- Ensure consistent service delivery without internal support tiers
- Handle after-hours support or critical incident response when required
- Maintain operational continuity across infrastructure and support environments
- Improve operational workflows, documentation, and technical procedures
- Identify recurring issues and implement permanent corrective actions
- Contribute to automation and operational efficiency improvements
- Standardize troubleshooting and escalation processes
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
