IT Support Services Leader | Client-Focused MSP

idfusion; Winnipeg; On-site; CAD 90,000 - 120,000; Full time

Job summary

IDFusion is seeking a Manager, IT Support Services to lead our IT support team and serve as a key client contact. The role balances people leadership with hands-on delivery oversight, ensuring the team provides high-quality IT support while growing the IT Support Services Division at IDFusion.

The role includes resource allocation, client prioritization, tool selection, and mentoring, while maintaining strong client relationships and driving continuous improvement across services.

Qualifications

• 7–10 years in IT administration or support, with 3+ years in leadership within an MSP environment.
• Proven experience building and developing a technical team, including hiring, coaching, and performance management.
• Strong client relationship management skills ensuring service delivery in a professional services setting.
• Solid knowledge of networks, servers, workstations, and peripherals with ability to guide complex issues.

Responsibilities

• Lead, mentor, and manage day-to-day IT support team performance and workload distribution.
• Act as primary client contact, maintaining strong relationships and ensuring service delivery meets expectations.
• Participate in client meetings and QBRs to review performance and discuss upcoming projects.
• Monitor SLAs and ensure security, uptime, and optimal resource use across client environments.
• Oversee network/server/infrastructure to align with best practices and security standards.
• Manage project delivery for infrastructure design, migrations, and upgrades.

Skills

People leadership

Client relationship management

Communication skills

Budgeting & planning

Team coaching

Service delivery

Project oversight

Tools

Microsoft 365

Azure

Active Directory

Windows Server

Exchange

PSA/RMM

Ticketing systems

Job description

IDFusion is seeking a Manager, IT Support Services to lead our IT support team and serve as a key client contact. The role balances people leadership with hands-on delivery oversight, ensuring the team provides high-quality IT support while growing the IT Support Services Division at IDFusion.

The role includes resource allocation, client prioritization, tool selection, and mentoring, while maintaining strong client relationships and driving continuous improvement across services.