About Us Consolidated Information Technologies Inc. (CITI) is a Toronto-based, client-focused IT services provider that has supported Canadian businesses since 1986. We specialize in managed and break-fix IT services tailored to the small- and medium-sized business (SMB) market. Our business is built on relationships, mutual respect, and long-term trust. CITIs culture is flexible, collaborative, and deeply humane. We are a close-knit team of professionals who enjoy our work, support each other, and genuinely like our clients. We foster a low-ego, blame-free environment where loyalty and integrity are paramount. Many of our clients have been with us for years and so have our team memberswe believe that trust and transparency are essential to delivering great service. We are seeking an experienced leader with a strong background in the small to mid-sized Managed Services Provider (MSP) sector. The ideal candidate will have a minimum of 10 years in IT services, including at least 5 years of recent experience in service delivery management within an MSP environment. This role requires a deep understanding of the unique challenges faced by SMB clients, particularly in maintaining robust IT security. If you are passionate about delivering exceptional IT services, fostering long-term relationships, and bringing fresh energy to team performance and service innovation, we want to meet you. Lead, mentor, and inspire a distributed team of technical support professionals Foster a collaborative, psychologically safe, and high-performance culture based on mutual trust and respect Manage technician scheduling, performance, availability, and task distribution Play an active role in recruiting, interviewing, and selecting technical staff, including both general fit and technical evaluations Service Delivery Management Maintain high service standards while driving operational efficiency Oversee all aspects of ticket triage, client dispatch, escalations, and service quality Conduct ongoing reviews of service documentation, logs, and timesheets Lead client onboarding activities from a technical and process perspective Client Engagement & Relationship Management Communicate technical issues with clarity, empathy, and appropriate framing Identify service gaps or new opportunities and work with clients to implement value-added improvements Translate technical insights into actionable client briefings and strategic recommendations Innovation, Automation & Strategy Champion service innovation and continuous improvement, challenging the way its always been done Evaluate and implement automation solutions to enhance delivery without compromising personal service Explore AI tools like ChatGPT and LLMs to support internal efficiencies, documentation, and emerging advisory use cases Use KPIs, dashboards, and service analytics to manage team performance and client satisfaction Partner with company leadership to align service strategy with growth, profitability, and evolving client needs Security & Risk Management Stay up-to-date with cybersecurity trends, tools, and SMB threat landscapes Implement security measures aligned with client scale, needs, and regulatory concerns Integrate endpoint protection, data protection, and identity management into routine service workflows Minimum 10 years of experience in IT services, including at least 5 years of recent experience in service delivery leadership within a small or mid-sized MSP (fewer than 60 employees) Deep technical expertise with premises-based Microsoft Windows networks and services Extensive networking experience: LAN/WAN design, IP/VLAN schemes, VPN, firewall configuration, wireless architecture, and monitoring Hands-on familiarity with a modern MSP toolstack (Microsoft 365, VMware, Hyper-V, RMM/PSA, etc.) Automation: Security stack including Microsoft Defender EDR, SentinelOne, Trend Micro, Huntress, Proofpoint, CrowdStrike Practical, hands-on mindset with a willingness to dive into technical issues when needed Excellent communication skills (English) Bachelor''s degree in IT or equivalent experience Valid Canadian drivers license and access to a vehicle Experience conducting hiring interviews and contributing to team-building strategy 40 hours/week, Monday to Friday (8:00 AM 5:00 PM EST) - Primarily remote with occasional in-person meetings - Hourly rate range for this role: $53 to $65/hour Send your resume and a tailored cover letter describing your relevant experience and how youve helped shape or lead teams in small MSPs.
Job Title
IT Service Delivery Manager F/H - H/F