Senior IT Service Manager (MSP)

Job Title: IT Service Manager (MSP)

Location: Remote (Canadian-Based Company)

Work Schedule: Must be available to work Eastern Standard Time (EST)

About the Role

We are seeking a highly technical and client-focused IT Service Manager (Technical) to join our remote team supporting a US-based organization. This role is ideal for a former senior-level engineer who has transitioned into service delivery and IT operations leadership, and who thrives in fast-paced, client-facing environments.

You will act as the bridge between technical teams and clients, ensuring the stability, performance, and security of IT infrastructure while delivering exceptional service management across multiple environments.

Key Responsibilities

• Oversee end-to-end IT service delivery across client environments
• Act as the primary escalation point for complex technical incidents and service issues
• Manage and optimize IT infrastructure including on-premise servers, virtualization, and cloud environments
• Ensure operational excellence across Citrix, VMware, Microsoft 365, firewalls, and security systems
• Coordinate and manage IT service workflows using ConnectWise
• Maintain accurate documentation and asset tracking using IT Glue
• Oversee backup, disaster recovery, and monitoring systems including Datto

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• Collaborate with technical teams to troubleshoot and resolve advanced infrastructure and network issues
• Manage client relationships, ensuring high levels of satisfaction and proactive communication
• Drive continuous improvement in IT service delivery processes and SLAs
• Support security best practices, patch management, and infrastructure hardening

Required Experience & Skills

• Proven background as a Senior Systems Engineer or highly technical IT professional
• Strong hands-on experience with:
• On-premise server environments (Windows/Linux)
• Citrix environments (administration/support)
• VMware virtualization (ESXi, vCenter, etc.)
• Firewall and network security (configuration and troubleshooting)
• Microsoft 365 administration and support
• Strong experience with ConnectWise (Manage/Automate preferred)
• Experience using IT Glue for documentation and IT asset management
• Familiarity with Datto backup and disaster recovery solutions
• Strong troubleshooting skills across infrastructure, network, and application layers

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• Excellent client-facing communication skills with the ability to explain technical issues clearly
• Experience working in a managed services (MSP) or multi-client environment highly preferred

Soft Skills & Attributes

• Troubleshooter extraordinaire with a calm, methodical approach under pressure
• Strong client relationship management skills
• Highly organised with strong attention to detail
• Able to operate independently in a fully remote environment
• Proactive mindset with a focus on continuous improvement
• Comfortable working within EST hours regardless of global location

What We Offer

• Fully remote position with a Canadian-based team
• Exposure to diverse enterprise client environments
• Opportunity to operate at a senior technical and strategic level
• Collaborative and fast-paced IT service environment
• Growth opportunities within service delivery and infrastructure leadership