IT Service Manager

Who are we?

Founded in 2003, Tuor Networks is a 100% Canadian-owned Managed IT and Security Services Provider specializing in Microsoft Cloud infrastructure. We've been named one of Canada's 50 Best Managed IT Companies three years running and to the 2026 MSP 501. Our core values are accountability, reliability, partnership, expertise, and integrity — and we bring them to every client we work with.

Real IT. Real People. Real Accountability.

Are you one of us? Read on!

IT Service Manager – Service Delivery & Team Leadership

We're seeking a Service Manager to lead our Service Department day to day — developing the team, ensuring complete coverage, and driving the quality our clients expect from us. You'll report to the Director of Service and play a key role in how we deliver as we grow.

Compensation: We offer a competitive base salary that reflects your experience and leadership. Also included are flexible hours, ability to work remotely, health benefits, and RRSP matching.

Key Responsibilities:

Team Leadership & Development

• Lead and manage the Service Department team, including recruiting, hiring, onboarding, and annual performance reviews
• Oversee the technical training program and promote cross-training across the team
• Lead company-wide ConnectWise training
• Approve time-off requests and ensure complete service coverage
• Provide service capacity planning and hiring recommendations

Service Delivery & Quality

• Oversee all service delivery activities and quality standards
• Oversee the QC/QA process and team adherence to company processes and client documentation standards
• Act as the escalation point for client service issues
• Participate in client meetings and support client/prospect webinars as required

Reporting & Department Management

• Deliver monthly service and KPI reporting
• Manage department vendors, third parties, and spend
• Lead the NOC steering group and participate in other service steering committees
• Maintain department documentation and contribute to department structure and process development
• Identify cross-sell opportunities within the client base

Requirements:

Experience

• Hands-on technical experience in an MSP, NOC, service desk, or IT support environment
• A track record of stepping up — leading projects, mentoring peers, or owning outcomes — whether or not you've held a formal management title
• Exposure to SLAs, KPIs, or service quality processes is an asset

Technical Knowledge

• Solid understanding of Microsoft 365, Azure, and the modern MSP toolset (RMM, backup/BCDR, endpoint security)
• ConnectWise PSA experience preferred
• ITIL 4 Foundation preferred
• Familiarity with IT Glue, Datto, CrowdStrike, Fortinet, or Barracuda is an asset

Skills

• A natural leader — people look to you when things need to get done
• Clear, confident communication with clients, technical staff, and leadership
• Calm under pressure and comfortable making decisions in a fast-paced environment
• Organized, accountable, and focused on continuous improvement

Pay: $95,000.00-$135,000.00 per year

Benefits:

• Company events
• Dental care
• Disability insurance
• Extended health care
• Life insurance
• Paid time off
• RRSP match
• Vision care
• Work from home

Work Location: Hybrid remote in Greater Toronto Area, ON