Job description

SmartLayer Business Solutions (www.smartlayer.ca) is a computing and technology consulting company, which provides customized and high-quality services. We bring advanced technology solutions to small-to-medium sized enterprises. We offer IT consulting, managed services, asset management, system design and installation, custom software and web development services, and training and user support services.

Job Description

We’re hiring an IT Operations Manager who can drive accountability, structure, and execution across the service team. This role is responsible for ensuring work is properly prioritized, delegated, followed through, and completed to the expected standard. The right person must be capable of managing people, enforcing process, improving service quality, and maintaining a high level of professionalism in both client-facing and internal operations.

Primary Duties

• Lead day-to-day IT operations across support activities, escalations, and client requests.
• Drive accountability across the team to ensure deadlines, commitments, updates, and follow-up items are met properly.
• Manage workload, prioritization, and service execution across local and offshore teams.
• Ensure tickets are handled with proper ownership, communication, documentation, and quality.
• Support and coordinate with the existing service coordinator and senior technical personnel to ensure work is properly prioritized, assigned, followed through, and completed to the expected standard.
• Identify service gaps, recurring issues, and process weaknesses, and help drive improvement.
• Communicate clearly with clients regarding status, expectations, delays, and service concerns.
• Work closely with technical leads and leadership to maintain a high standard of service delivery.
• Monitor ticket hygiene, documentation quality, time entry quality, and general service discipline.
• Support internal meetings, client meetings, reporting, and operational follow-up as required.

Primary Qualifications

• Post-secondary education in business, IT, operations, or equivalent experience.
• 5-8 years of experience in IT support, service coordination, service management, or MSP operations.
• 3-5+ years of experience in a service delivery, team lead, operations, or managerial role is preferred.
• Proven ability to manage people, enforce accountability, and keep service operations moving properly.
• Strong professionalism, judgement, and client-facing communication skills.

Strong knowledge of:

• IT operations management in an IT support or managed services environment
• Team accountability, prioritization, and operational follow-through
• Ticket flow, escalations, workload coordination, and service quality
• Client communication and expectation management
• Documentation standards, ticket hygiene, and quality control
• General IT support environments including Microsoft 365, endpoint support, infrastructure, and networking fundamentals
• Process improvement, workflow management, and operational organization

Nice-to-have (strong assets):

• Experience working in an MSP environment
• Experience managing offshore teams
• Experience with PSA or ticketing systems
• ITIL familiarity or service management training
• Experience with reporting, service reviews, and operational process improvement

What we value:

Ownership, accountability, professionalism, strong judgement, and a consistent focus on doing things properly.

Additional pay:

• Bonus pay

Benefits

• Dental care
• Life insurance
• On-site parking
• Paid time off
• Vision care