MSP Operations Lead - Technical Team / Projects / IT Service Delivery

Unimatrixsolutions; Ontario; On-site; CAD 70,000 - 100,000; Full time

Job summary

A leading company in Ontario seeks an MSP Operations Lead to oversee technical operations and manage project workflows. The successful candidate will be responsible for ensuring efficient performance of the technical team while enhancing service delivery and customer experience. Ideal candidates will have substantial experience in MSP environments, solid IT infrastructure knowledge, and demonstrated leadership skills.

Qualifications

• 3+ years experience in an MSP or fast-paced IT environment.
• Prior experience leading or supervising a technical team.
• Solid understanding of IT infrastructure.

Responsibilities

• Supervise and support the technical team.
• Oversee IT projects from planning to completion.
• Act as point of escalation for technical issues.

Skills

Technical leadership

Organizational skills

Communication

Adaptability

Tools

PSA tools

RMM tools

Microsoft 365

Azure

Job description

MSP Operations Lead - Technical Team / Projects / IT Service Delivery

Join to apply for the MSP Operations Lead - Technical Team / Projects / IT Service Delivery role at Unimatrix Computer Solutions.

About The Role

We're looking for a strong, organized, and technically capable Technical Operations Manager to join our MSP team. In this role, you’ll oversee day-to-day technical operations, hold technicians accountable, manage project workflows, and ensure the office and client environments run smoothly. You’ll act as the operational bridge between management, the tech team, and project delivery - with the goal of improving service, structure, and accountability.

Key Responsibilities

• Supervise and support the technical team (field, helpdesk, and systems).
• Ensure ticket queues are managed properly and within SLAs.
• Hold techs accountable for time entries, documentation, and client communication.
• Assist with scheduling, dispatching, and workload balancing.
• Oversee IT projects from planning to completion (cloud migrations, server installs, onboarding, etc.).
• Work closely with leadership on improving internal processes and customer experience.
• Monitor systems and service tools for efficiency and consistency.
• Help manage vendor relationships, procurement, and inventory where needed.
• Act as point of escalation for technical and operational issues.

What We're Looking For

• 3+ years experience in an MSP or fast-paced IT environment.
• Prior experience leading or supervising a technical team.
• Solid understanding of IT infrastructure: servers, networking, cloud platforms (e.g., Microsoft 365, Azure).
• Strong organizational skills and attention to detail.
• Experience with PSA and RMM tools (e.g., ConnectWise, Reports, etc.).
• Able to manage multiple priorities and adapt quickly.
• Good communicator - can handle both techs and clients.
• Comfortable balancing hands-on tech with process and people management.

If you're a strong technical leader who thrives in a fast-paced MSP environment and knows how to keep people and systems running smoothly, we’d like to hear from you.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Management and Manufacturing
• IT Services and IT Consulting