Support Service Manager jobs

Empyrion Technologies is an award-winning Managed Services Provider recognized on the MSP 501 list and celebrated locally for our service excellence. We’re a people-first, team-driven IT company that loves helping organizations thrive through secure, modern technology.

We support clients across the Lower Mainland, Fraser Valley, and throughout Canada — but we stay grounded in our local community, where our culture of collaboration, learning and having fun shines through. If you’re looking for a place where your work genuinely matters, you’ll feel right at home here.

The MSP Service Manager Role

The Service manager’s primary responsibility is to manage the activities and responsibilities of the service delivery team. As a part of this management, they will also be responsible for providing technical assistance to the team and ensuring service and support is provided to clients at agreed levels.

The Service Manager reports to the Director of Operations. The Service Manager develops and refines our company best practices.

This position requires a high level of independence and strong client service and skills. Organizational ability is important to keep track of all tasks because the job requires a great deal of multi-tasking. Accurate and timely tracking of client work, service calls, and related documentation including timesheets is required.

Important: You must live in — and be able to commute throughout — the Lower Mainland/Fraser Valley.

Position Responsibilities:

• Manage the service delivery team’s daily activities as well as the dispatch process of service requests
• Interface with appropriate technical personnel for client problems that cannot be resolved effectively
• Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements
• Contribute to the continuity of computer services by providing the necessary technical leadership
• Drive problem investigations and resolution as required
• Design and maintain process documentation for the service delivery team
• Manage the remote monitoring and management system to ensure consistency and accurate reporting of client devices
• Responsible for service scheduling, escalation, and client satisfaction
• Active role in daily management of all services calls
• Ensure quality and profitable services are performed to the agreed SLA
• To ensure that systems, processes and methodologies are followed according to company guidelines
• To provide reports on an agreed schedule to Senior Management and clients
• Identify trends and develop strategies to support these trends
• Assist in the development of technical support engineers from a career perspective
• To build relationships with clients and participate in necessary client meetings (Pre & Post Sales)

Knowledge, Skills, and Abilities:

• Knowledge and experience in cross-functional management methods and techniques
• Knowledge of IT applications, processes, software, and equipment
• Strong organizational, presentation, and client service skills
• Skill in strategic planning with an ability to think ahead and plan over a 6–12-month time span
• Skill in planning and preparing written communications
• Skill in leading people and getting results with a strong client orientation
• Ability to multi-task and adapt to changes quickly
• Ability to work in a team and communicate effectively
• Service awareness of all organizations key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCITP, Citrix CCEA or CCIA, SonicWALL CSSA, Cisco CCNA, or VMware VCP a plus
• Willing to work occasionally and/or be on call overtime, holidays, and weekends

Credentials and Experience (Preferred)

• Bachelor’s or associate degree in computer-related field, with courses in computer science OR Three to eight years related experience OR Equivalent combination of education and experience.

Career Growth & Professional Development

At Empyrion, we believe great staff become exceptional when they’re given the right environment to grow. We invest heavily in helping our team build long-term careers, not just short-term jobs.

What You Can Expect

• Certification Support
• Dedicated Learning Time:
• Mentorship & Coaching
• Clear Growth Pathways
• Access to Modern Tech

Compensation and Benefits

• Salary ($75,000-$85,000 per year)
• Extended benefits package including dental, health, vision.
• Hybrid work environment (home + office)
• Flexible schedule and paid time off
• Business casual dress code
• On-site parking
• Company events and team-building activities
• Career growth planning and opportunities to learn and get certifications

Work Schedule

• Full-time, permanent
• Monday to Friday 8am to 5pm with some flexibility

If This Sounds Like You — We Want to Meet You!

If you’re passionate about customer service, technology, enjoy working with great clients, and want to be part of a friendly, growing, award-winning MSP team… we encourage you to apply.

Job Types: Full-time, Permanent

Pay: $75,000.00-$85,000.00 per year

Benefits:

• Casual dress
• Company events
• Dental care
• Extended health care
• Flexible schedule
• Life insurance
• On-site parking
• Paid time off
• Vision care
• Work from home

Work Location: Hybrid remote in Chilliwack, BC V2R 3P1