The Support Network jobs in Edmonton, AB

**Note: We are not engaging external recruitment agencies or third-party services, as the recruitment of this position is being managed internally. Thank you.**

Organization Summary:

Founded in 2007, Sirkit is a Managed Service Provider (MSP) dedicated to delivering exceptional IT solutions, building lasting relationships, and protecting the businesses that trust us.

We believe great service starts with great people, supported by smart processes. Through clear documentation, consistent processes, continuous improvement, and automation, we work smarter, deliver reliable results, and create meaningful value for our clients. This approach also allows us to invest in our team and recognize the people who make our success possible.

At Sirkit, technology is what we do, but people are at the heart of how we do it. Our clients know us for being approachable, friendly, knowledgeable, and genuinely invested in their success. Every team member plays an important role in delivering that experience, taking ownership, and building the trust that sets us apart.

We genuinely care about our people, both at work and beyond it. We recognize that our team members have lives, families, passions, and responsibilities outside of Sirkit, and we believe their well-being matters just as much as their professional success. We strive to create a supportive environment where people can do meaningful work, grow their careers, feel valued, and maintain a healthy balance between their work and personal lives. We believe that when our people are supported as whole individuals, they are better positioned to thrive, both personally and professionally.

Guided by our core values—Security First, Stronger Together, Own the Outcome, Kaizen, and We Fin’ Care—we hold ourselves accountable, support one another, and continuously look for ways to improve.

Our mission is simple: to build long-term relationships, protect, and empower our partners.

We expect all our employees to live our values:

• Security First – Protecting you; above everything else.
• Stronger Together - Shared Challenges, Shared Success
• Own the Outcome - Do everything you can to achieve excellence
• Kaizen – Dedicated to continuous improvement.
• We F***ing Care – Passionate service that demonstrates commitment to our team, clients, and business partners.

What's great about Sirkit?

At Sirkit, you'll work with talented IT professionals who care, share knowledge, support each other, celebrate wins, and have fun. Built by technicians, for technicians, our leaders understand IT firsthand and put service before sales. We invest in your growth with paid training, certifications, dedicated weekly learning time, and career opportunities. We develop our people before growing our business. Because We Fin’ Care, we value family, well-being, and work-life balance. Your ideas matter: we welcome feedback, embrace Kaizen, and empower everyone to improve how we work and make a real difference.

Additionally, we provide the following great benefits to our team:

• Hybrid in office/work from home working schedule
• Three weeks of vacation starting and four weeks after three years
• Six personal days per year
• Quarterly profit-sharing bonuses
• RRSP Matching program
• Full medical and dental benefits
• Team Lunches, on us!
• Friday Happy Hour
• 1.5x paid overtime
• Open pay bands, accountability, and growth options
• Paid Training & Certifications – With Dedicated Weekly Time for Professional Development
• Fun social events
• Leave 2 hours early before long weekends to beat the traffic

Don’t take our word for it; here’s some feedback from our team:

Manager, Sirkit, 4 Years with Sirkit:

"There's so much to love about working at Sirkit, but for me, it always comes back to the people. We have an amazing team that works hard, has fun, supports one another, and genuinely cares.

What I really appreciate is that Sirkit understands there's more to life than work. Family, personal well-being, and having time for the things that matter outside the office are important here.

And if you're someone who wants to grow, the opportunities are huge! Between paid training, professional development, mentorship, and the chance to take on new challenges, there's so much room to build your career.

Your ideas are heard, your contributions matter, and you're surrounded by people who want to see you succeed. That's what makes Sirkit special to me."

Compliance Analyst, 5years with SIRKit:

"Sirkit is very open to feedback. Everyone's opinions matter and if there's a process that can be improved, we don't get caught up in months of discussions and approvals from higher-ups. We can go from an idea in an L10 meeting one week to having it fully implemented the next week. THere si a trong focus on family and worklife balance. "

Service Dispatcher, 2 years with SIRKit:

"Sirkit Management cares about their employees. Sirkit created a fun, inclusive work environment for all to grow and learn in. There is focus on work life balance makes a huge differnece in this industry."

vCIO, 4 Years with SIRKit:

"What's great about Sirkit? - What's not great about Sirkit! How everyone cares about providing solution-based services and not break-fix. How the culture is very supportive and close "family". Everyone is out to help each other, and we all work towards a common goal."

Practicum Student:

“As a student, working at Sirkit has been an incredible introduction into the IT industry! I strongly feel like the effort I put in is reciprocated by everyone here! The culture is great, and everyone is eager to share their experiences. I don’t think there’s a better place to spend a summer while in between school.”

Job Summary

The Proactive Services Manager is responsible for leading, coaching, mentoring, and developing Sirkit's Team Leads, vCIOs, and Proactive Specialists, bringing together strategic advisory and technical expertise to deliver a cohesive, proactive client experience.

Combining strong people leadership, technical credibility, business acumen, and commercial awareness, this role focuses on employee development, departmental performance, strategic client value, and the identification and advancement of meaningful sales opportunities. The Manager ensures technical findings and client business needs are translated into practical recommendations, technology roadmaps, and investments that support client objectives and Sirkit's growth.

Success in this role is measured through employee and Team Lead development, effective collaboration, strong client relationships, proactive service quality, sales opportunity performance, and measurable client outcomes.

Job Duties and Responsibilities

1.Team Leadership, Accountability, and Professional Development

• Provide active leadership, coaching, mentorship, and support to Team Leads, vCIOs, and Proactive Specialists, fostering a collaborative, high-performing department.
• Establish clear expectations, responsibilities, and accountability while maintaining strong working relationships and visibility into employee performance, challenges, and development needs.
• Conduct regular one-on-one meetings, performance discussions, and development planning to strengthen employee capabilities, engagement, and professional growth.
• Develop Team Leads' leadership capabilities, including coaching, delegation, communication, conflict resolution, decision-making, and team coordination.
• Establish clear expectations for Team Leads to support employee development, daily coordination, service quality, and accountability while maintaining active leadership of the entire department.
• Identify technical, strategic, and leadership skill gaps; implement development plans; and encourage knowledge-sharing across both teams.
• Provide constructive feedback, recognize achievements, and address performance or behavioural concerns consistently and professionally, in collaboration with Human Resources.
• Support recruitment, onboarding, training, performance management, and succession planning while promoting employee ownership, continuous learning, and Sirkit's core values.

2. Technical Mentorship, Proactive Strategy, and Client Value

• Maintain strong technical knowledge of IT infrastructure, networking, cybersecurity, Microsoft 365, cloud technologies, and proactive IT practices to effectively guide employees, evaluate recommendations, and challenge assumptions.
• Mentor vCIOs, Proactive Specialists, and Team Leads in identifying technical deficiencies, security risks, client needs, and opportunities to improve client environments.
• Guide vCIOs in developing strategic technology roadmaps and delivering effective Strategic Business Reviews (SBRs) aligned with client objectives, budgets, risks, and long-term priorities.
• Strengthen collaboration between vCIOs and Proactive Specialists to ensure technical assessments and findings are translated into actionable, business-focused recommendations.
• Ensure relevant Compliance findings, security considerations, and technical risks are incorporated into appropriate client recommendations and remediation plans.
• Establish standards for the quality, consistency, and effectiveness of technical assessments, SBRs, technology roadmaps, and proactive recommendations.
• Promote initiatives that improve client security, stability, efficiency, and long-term technology outcomes.
• Provide guidance on complex technical and strategic matters while empowering employees to retain ownership of technical execution, client recommendations, and assigned deliverables.

3. Client Relationships and Strategic Advisory Development

• Coach employees in building trusted relationships with clients, business owners, decision-makers, and executive leadership.
• Strengthen vCIOs' strategic advisory, presentation, and executive communication skills, including their ability to connect technology recommendations with business value.
• Develop Proactive Specialists' ability to clearly communicate technical findings, explain risks, and collaborate effectively with vCIOs and other client-facing employees.
• Support employees in managing client expectations, navigating difficult conversations, addressing objections, and constructively challenging client decisions when appropriate.
• Maintain visibility into key client relationships, strategic initiatives, and emerging concerns, providing leadership support and guidance when needed.
• Reinforce proactive communication, professionalism, follow-through, and a trusted-advisor approach that positions Sirkit as a strategic technology partner.

4. Sales Enablement, Opportunity Development, and Revenue Growth

• Lead and coach vCIOs and Proactive Specialists in identifying, qualifying, and advancing legitimate sales opportunities arising from technical assessments, client risks, technology roadmaps, and evolving business needs.
• Strengthen the vCIO–Proactive Specialist partnership to ensure technical findings are translated into commercially viable recommendations, clear business cases, and appropriate client investments.
• Develop employees' consultative selling capabilities, including communicating business value, presenting recommendations, addressing objections, and supporting client purchasing decisions.
• Establish expectations for accurate opportunity documentation, technical scoping, quoting, follow-up, and progression through Sirkit's established sales processes.
• Ensure effective use of quoting tools, including Sirkit's CPQ platform, and adherence to quoting workflows, accuracy standards, and approval requirements.
• Collaborate with Sales, Projects, and Service Delivery on opportunity development, technical scoping, proposals, pricing expectations, handoffs, and delivery readiness.
• Partner with Sales leadership to align proactive initiatives, client account strategies, and revenue objectives.
• Monitor sales pipeline performance, including qualified opportunities, estimated value, progression, conversion, and reasons for stalled or lost opportunities, to identify coaching and improvement opportunities.
• Maintain accountability for the department's contribution to qualified sales opportunities, opportunity progression, and revenue growth, in alignment with established organizational goals.
• Promote a client-first, consultative sales approach that balances revenue objectives with sound technical recommendations, transparency, security, and long-term client value.

5. Cross-Departmental Collaboration and Operational Excellence

• Build strong working relationships with Sales, Service Delivery, Projects, Compliance, and senior leadership to align priorities, improve communication, and support seamless client experiences.
• Foster effective collaboration among Team Leads, vCIOs, and Proactive Specialists, ensuring clear ownership and coordination of technical assessments, strategic planning, recommendations, and sales opportunities.
• Establish consistent processes for client documentation, technical scoping, CPQ quoting, project handoffs, and follow-through on shared commitments.
• Collaborate with Compliance to ensure relevant findings, security risks, and technical deficiencies are appropriately considered in client recommendations and remediation planning.
• Oversee departmental workloads, capacity, resource allocation, and operational priorities, working with Team Leads and employees to maintain effectiveness.
• Proactively identify and resolve communication gaps, competing priorities, operational bottlenecks, and cross-departmental challenges.
• Identify opportunities to streamline workflows, reduce duplication, strengthen coordination, and promote a One Team approach focused on organizational success.

6. Performance Management, Accountability, and Continuous Improvement

• Establish departmental goals, performance standards, key performance indicators (KPIs), and measurable expectations aligned with Sirkit's strategic objectives.
• Maintain active oversight of the performance and development of Team Leads, vCIOs, and Proactive Specialists, providing regular coaching, feedback, and performance support.
• Ensure vCIOs remain accountable for client relationships, SBRs, technology roadmaps, strategic recommendations, sales opportunities, and client commitments.
• Ensure Proactive Specialists remain accountable for technical assessments, alignment activities, documentation, project scoping, quoting responsibilities, recommendations, and follow-through.
• Monitor the quality, consistency, and timely completion of proactive services, client deliverables, quotations, and sales opportunity progression.
• Track departmental contributions to client value, qualified sales pipeline, opportunity conversion, revenue growth, and operational effectiveness.
• Ensure identified client risks, technical deficiencies, and remediation recommendations are appropriately documented, communicated, assigned, and tracked within the department's responsibilities.
• Use performance data, employee feedback, and operational insights to identify gaps, address concerns, and drive improvements.
• Establish and monitor departmental EOS/Traction Rocks, scorecards, and priorities, promoting accountability and structured issue resolution.
• Provide regular updates to senior leadership on departmental performance, employee development, client risks, sales opportunities, operational challenges, and improvement initiatives.
• Champion continuous improvement and maintain overall accountability for departmental outcomes while empowering Team Leads, vCIOs, and Proactive Specialists to independently own and execute their assigned responsibilities.

Skills and Abilities

• Leadership and People Development: Strong ability to lead, coach, mentor, and develop technical professionals and Team Leads while fostering accountability, engagement, and high performance.
• Team Leadership and Integration: Ability to unite strategic advisory and technical teams, develop leadership capabilities, and promote collaboration, shared priorities, and mutual accountability.
• Technical Credibility and Mentorship: Ability to understand complex IT environments, evaluate technical recommendations, challenge assumptions, and guide sound decision-making.
• Strategic Thinking and Business Acumen: Ability to connect technical findings, client objectives, technology investments, and long-term business value.
• Commercial Acumen and Consultative Sales: Ability to develop sales opportunities, coach value-based selling, monitor pipeline performance, and support revenue growth.
• Client Relationships and Executive Communication: Strong communication, presentation, relationship-building, and advisory skills with technical and non-technical stakeholders.
• Cross-Departmental Collaboration: Ability to align teams, coordinate priorities, strengthen handoffs, and resolve challenges across departments.
• Emotional Intelligence and Conflict Resolution: Ability to provide constructive feedback, navigate difficult conversations, and maintain positive working relationships.
• Performance and Operational Management: Strong planning, delegation, prioritization, accountability, problem-solving, and decision-making capabilities.
• Quoting and Sales Tools: Ability to support accurate technical scoping, quoting, and opportunity management using CPQ and related systems.
• Change Management and Continuous Improvement: Ability to lead change, improve processes, develop employees, and strengthen service delivery.
• Integrity and Professionalism: Demonstrates sound judgment, confidentiality, accountability, and commitment to Sirkit's core values.

Qualifications and Experience

Required Qualifications

• Post-secondary education in Information Technology, Computer Science, Business Administration, Management, or a related field, or an equivalent combination of education and experience.
• Minimum five years of progressive experience in IT operations, technical service delivery, IT consulting, or a related technology environment.
• Demonstrated experience leading, coaching, mentoring, and developing technical professionals or client-facing IT teams, including performance management and accountability.
• Strong working knowledge of IT infrastructure, networking, cybersecurity, Microsoft 365, cloud technologies, and proactive IT service delivery.
• Understanding of strategic IT planning, technology roadmaps, risk management, and the business impact of technology investments.
• Demonstrated commercial awareness and ability to coach employees in identifying opportunities, communicating business value, and supporting consultative sales.
• Excellent communication, interpersonal, relationship-building, conflict-resolution, and cross-departmental collaboration skills.
• Strong organizational, analytical, strategic-thinking, problem-solving, and decision-making abilities.

Preferred Qualifications

• Experience in a Managed Service Provider (MSP) environment is a significant asset.
• Experience developing Team Leads or supervisors and managing multidisciplinary technical and strategic advisory teams.
• Familiarity with vCIO services, Strategic Business Reviews (SBRs), technology roadmaps, technical alignment, proactive assessments, and project scoping.

Job Type: Full-time

Pay: $105,000.00-$135,000.00 per year

Benefits:

• Casual dress
• Company events
• Dental care
• Employee assistance program
• Extended health care
• Flexible schedule
• Life insurance
• On-site parking
• Paid time off
• RRSP match
• Tuition reimbursement
• Vision care
• Wellness program
• Work from home

Application question(s):

• Do you have professional experience directly leading, coaching, and managing technical employees, including responsibility for performance management and accountability?

Education:

• Secondary School (preferred)

Experience:

• IT infrastructure, networks, M365, cloud & cyber?: 4 years (preferred)
• working in an MSP environment?: 3 years (preferred)
• relevant IT experience?: 5 years (preferred)

Work Location: In person