SFT: Technical Support & IT Operations Manager (N2)

MSP Corp; Montreal (administrative region); Hybrid; CAD 90,000 - 120,000; Full time

Job summary

MSP Corp is partnering with a client to hire a Technical Support & IT Operations Manager (L2/N2) in a hybrid Montreal setting. The role combines hands-on technical support with operational ownership, incident management, and vendor coordination to ensure service continuity.

The successful candidate will serve as the primary technical owner, autonomously handling escalations, coordinating external providers, and driving improvements across infrastructure, security, and reliability.

Qualifications

• 5–10+ years in IT support, systems administration, or MSP environments.
• Hands-on expertise with Microsoft 365 / Entra ID, Active Directory, Windows Server.
• Experience with networking, firewalls, and virtualization (VMware/Hyper-V).
• Strong independence, vendor management, and incident management abilities.
• Excellent communication and client-facing professionalism.

Responsibilities

• Act as primary escalation point for technical issues.
• Troubleshoot and resolve incidents across IT operations.
• Own ticket lifecycle from intake to resolution.
• Coordinate with vendors and external partners.
• Maintain infrastructure stability and security posture.
• Oversee production incidents and outages.
• Drive operational improvements and documentation.

Skills

IT operations

Microsoft 365 / Entra ID

Active Directory

Windows Server

Networking & Firewalls

VMware / Hyper-V

Job description

Advance your IT career. We are recruiting on behalf of our client for a Technical Support & IT Operations Manager (L2).

• Work Model: Hybrid

At MSP Corp, we don’t just build our own teams — we help our clients build theirs. As a national leader in managed IT services, we partner with exceptional companies to find the right talent to power their growth. We are currently supporting one of our clients in the search for aTechnical Support & IT Operations Manager (N2).

About the role

We are currently seeking a Technical Support & IT Operations Manager (N2) to join our team. This is a highly autonomous, senior-level role responsible for end-to-end technical operations, infrastructure stability, vendor coordination, and operational ownership. This position combines advanced hands-on technical support with operational oversight, vendor management, and client/partner coordination. There is no internal L1 support layer the successful candidate will fully own the technical environment from incident resolution to vendor escalation and service continuity.

As a Technical L2 Hands-On Manager, you will act as the primary technical owner for all operational and infrastructure-related matters. You will independently manage technical incidents, maintain infrastructure stability, coordinate with external vendors and partners, and ensure high-quality service delivery across the environment.

This role is ideal for a highly accountable technical professional who is equally comfortable troubleshooting complex systems, managing escalations, coordinating third-party providers, and driving operational improvements.

Key Responsibilities

• Act as the primary escalation point for all technical issues
• Independently troubleshoot and resolve infrastructure and support incidents
• Own the complete ticket lifecycle from intake to resolution
• Manage and coordinate critical production incidents and outages
• Ensure timely communication and resolution of operational issues
• Windows Server / Active Directory environments
• Networking infrastructure (DNS, DHCP, VPN, firewalls)
• Backup and disaster recovery systems
• Perform system maintenance, troubleshooting, and optimization
• Ensure uptime, performance, reliability, and security stability
• Monitor systems proactively and identify operational risks
• Manage relationships with IT vendors, service providers, and external partners
• Coordinate and elevate vendor-related incidents and service interruptions
• Track SLA performance and ensure vendor accountability
• Negotiate support timelines and drive issue resolution
• Act as the primary technical liaison between operations and third‑party providers
• Prioritize and manage all incoming technical workload independently
• Ensure consistent service delivery without internal support tiers
• Handle after‑hours support or critical incident response when required
• Maintain operational continuity across infrastructure and support environments
• Improve operational workflows, documentation, and technical procedures
• Identify recurring issues and implement permanent corrective actions
• Contribute to automation and operational efficiency improvements
• Standardize troubleshooting and escalation processes

Required Skills & Experience

• 5–10+ years of experience in IT support, systems administration, or MSP environments
• Strong hands‑on technical expertise with:
  • Microsoft 365 / Entra ID
  • Active Directory
  • Windows Server environments
  • Networking and firewall technologies
  • Virtualization platforms (VMware / Hyper‑V)
• Proven ability to operate independently without tiered support structures
• Experience managing vendors and external IT partners
• Strong troubleshooting, prioritization, and incident management skills
• Excellent communication, coordination, negotiation, and escalation management abilities
• Fully autonomous technical operator
• Comfortable owning both technical operations and external relationships
• Strong accountability mindset with end‑to‑end ownership mentality
• Able to manage competing priorities in high‑pressure environments
• Practical, decisive, and solution‑oriented
• Strong operational and client‑facing professionalism