IT Service Manager

Salary: $95,000 - 135,000 per year

Requirements:

• Hands-on technical experience in an MSP, NOC, service desk, or IT support environment
• Demonstrated leadership through project ownership, mentoring, or accountability for outcomes; a formal management title is not required
• Exposure to SLAs, KPIs, or service quality processes is an asset
• Solid understanding of Microsoft 365, Azure, and modern MSP tools, including RMM, backup/BCDR, and endpoint security
• ConnectWise PSA experience is preferred
• ITIL 4 Foundation certification is preferred
• Familiarity with IT Glue, Datto, CrowdStrike, Fortinet, or Barracuda is an asset
• Strong leadership and communication skills, including the ability to work effectively with clients, technical staff, and leadership
• Calm decision-making under pressure in a fast-paced environment
• Organization, accountability, and a focus on continuous improvement

Responsibilities:

• Lead and manage the Service Department team, including recruiting, hiring, onboarding, and conducting annual performance reviews
• Oversee technical training and encourage cross-training across the team
• Lead company-wide ConnectWise training
• Approve time-off requests and ensure full service coverage
• Plan service capacity and make hiring recommendations
• Oversee service delivery activities and quality standards
• Manage QC/QA processes and ensure adherence to company procedures and client documentation standards
• Serve as the escalation point for client service issues
• Participate in client meetings and support client and prospect webinars as needed
• Deliver monthly service and KPI reports
• Manage department vendors, third parties, and spending
• Lead the NOC steering group and participate in other service steering committees
• Maintain department documentation and help develop department structure and processes
• Identify cross-sell opportunities within the client base

Technologies:

• Azure
• Cloud
• Support
• ITIL
• Microsoft 365
• Security
• Office 365

More:

We are Tuor Networks, a Canadian-owned Managed IT and Security Services Provider founded in 2003, specializing in Microsoft Cloud infrastructure. Recognized among Canadas 50 Best Managed IT Companies for three consecutive years and included in the 2026 MSP 501, we value accountability, reliability, partnership, expertise, and integrity. In this Service Manager role, you will report to the Director of Service and help shape service delivery as we grow. Compensation is $95,000–$135,000 per year, with flexible hours, remote work options, health benefits, and RRSP matching. Additional benefits include company events, dental, disability, extended health, life and vision insurance, and paid time off. The role is hybrid remote in the Greater Toronto Area, Ontario.

last updated 43 week of 2026