IT Services Team Lead: Client Escalations & Mentorship

Capwest; Vancouver; Hybrid; CAD 80,000 - 95,000; Full time

Job summary

CapWest in Vancouver, BC, is seeking an IT Service Delivery Manager to lead a Tier 1/2 team within our MSP. You will oversee ticket queues, client SLAs, and complex incidents across multiple accounts, providing hands-on guidance and mentoring.

You will partner with the SM, drive process improvements, and ensure a White Glove experience for clients while maintaining robust documentation and performance metrics. On-site work may be required at client sites.

Qualifications

• Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum 4–7 years of IT infrastructure, Systems Administration, or similar IT support experience in a Managed Service Provider (MSP) environment, including proven Tier 2 troubleshooting capability.
• Minimum 1+ year of experience in a management or leadership role within an IT service delivery environment.
• Experience supporting multiple clients or accounts concurrently in a managed services environment.
• Experience implementing, managing, and supporting third‑party cloud services.
• SME‑level expertise in Windows Server & Desktop Administration, virtualization, and networking (firewalls, VLANs, VPNs, routing & switching).
• Advanced troubleshooting and escalation‑handling skills, working harmoniously across teams for successful client delivery.
• Strong communication, interpersonal, and organizational skills; able to multitask in a fast‑paced, SLA‑driven environment, internally and client‑facing.
• A self‑starter with a genuine desire to help grow and mentor the team.
• Completion of professionally recognized technical certifications.
• Successful completion of a criminal background check.

Responsibilities

• Manage the ticket queue and client escalation pipeline daily across the client portfolio.
• Manage Tier 1/Tier 2 technicians.
• Monitor and analyze team performance metrics and implement corrective actions.
• Mentor and coach Tier 1/Tier 2 resources.
• Act as an escalation point for the SM, taking on additional scope as required.
• Manage responses to and assist in major IT incidents across managed environments.
• Manage client scoping requests and IMACs across managed accounts within established SLAs.
• Deliver a “White Glove” experience, ensuring every client interaction is professional and positive.
• Anticipate and plan for increases in client needs and service levels across the client base.
• Some onsite work may be required for service-related issues at client sites.
• Act as a client SME, providing hands‑on technical guidance on complex issues across multiple client environments.
• Create and contribute to KB/SOP documentation to embed best practices.
• Maintain strong ticket hygiene in the PSA: accurate logs, notes, activity reports, and ticket execution.
• Act as a vendor coordination and liaison point for vendor‑specific issues or requests.
• Support and help maintain the PSA/RMM toolset used to manage and monitor client environments.
• Participate in after‑hours or on‑call support rotations as assigned, in accordance with company policies and applicable employment standards.
• End‑point troubleshooting for Windows & macOS: laptops, peripherals, printers, and remote access tools.
• Microsoft 365: Exchange Online (mail flow, shared mailboxes, permissions), Teams, SharePoint/OneDrive, licensing and user administration.
• Identity: Active Directory and Entra ID – ADDS, GPO, account lifecycle, group membership, conditional access, and MFA.
• Networking: DNS/DHCP, VPN, firewalls, VLANs, routing & switching, Wi‑Fi, and VoIP.
• Server & virtualization: Windows Server administration and troubleshooting; virtualization (Hyper‑V or similar hypervisors).
• IP‑based & non‑traditional systems: CCTV/NVR, access control/building automation, EV systems, and digital signage, escalating to vendors or Tier 3 as needed.

Skills

Leadership

IT infrastructure

Customer service

Problem solving

SLA-driven delivery

Education

Bachelor's degree in IT/CS or related field

Tools

Halo PSA

PSA/RMM tools

Backup platforms

Job description

CapWest in Vancouver, BC, is seeking an IT Service Delivery Manager to lead a Tier 1/2 team within our MSP. You will oversee ticket queues, client SLAs, and complex incidents across multiple accounts, providing hands-on guidance and mentoring.

You will partner with the SM, drive process improvements, and ensure a White Glove experience for clients while maintaining robust documentation and performance metrics. On-site work may be required at client sites.