NUMENTIS is a managed services provider delivering secure, reliable, and business-focused IT and cybersecurity solutions to organizations across Canada and internationally. We support and protect our clients' users, devices, and cloud environments using ITIL-aligned processes and modern security frameworks.
We work with a diverse client base across many industries. One day you could be leading a firewall refresh for a manufacturer, and the next you could be moving a professional services firm to Teams Phone. You'll work with the PSA, RMM, security, and Microsoft cloud platforms that leading MSPs rely on, and you'll help decide how we use them.
Role Overview
The IT Service Delivery Lead is responsible for the quality, consistency, and responsiveness of the service our clients receive. This is a hands-on leadership role. You will set service standards, run our service review, handle escalated and complex issues, and guide a diverse team of local and international colleagues.
The role suits someone who takes ownership, follows through, and enjoys building structure in a growing company. It offers a clear path into broader service management as NUMENTIS grows.
Key Responsibilities
Service Leadership
· Own service quality, SLA attainment, and client satisfaction across all managed clients.
· Run a weekly service review covering SLAs, backlog, escalations, and client feedback.
· Set and enforce service standards for our local and international service teams.
· Coach and mentor team members, including our Canadian service desk technician.
Incident & Escalation Management
· Act as the functional escalation point for second- and third-line support during Canadian business hours.
· Resolve complex incidents across Microsoft 365, Entra ID, Intune, Windows, networking, and security.
· Coordinate major incident response, including clear and timely client communication.
Problem Management & Change Enablement
· Identify recurring incidents, find root causes, and put permanent fixes in place.
· Plan, approve, and carry out changes in line with our change enablement practice.
· Deliver and support projects such as firewall and network refreshes, Wi-Fi deployments, Teams Phone migrations, and Microsoft 365 rollouts.
Service Operations & Tools
· Make sure incidents, requests, and changes are handled and documented to standard in our PSA.
· Review and tune RMM monitoring, alerting, and patching policies.
· Plan workload and coverage across time zones so there are no gaps in client support.
Client Engagement
· Communicate professionally and proactively with clients during escalations and service reviews.
· Support onsite visits and project work for key clients across the GTA.
· Track client satisfaction and act on feedback.
Knowledge Management & Continual Improvement
· Keep documentation and knowledge in shared systems, not with individuals.
· Write and maintain knowledge base articles and technical procedures.
· Report service metrics and trends to the Managing Director and recommend improvements.
Qualifications
Required:
· 3+ years of experience in an MSP or managed IT services environment.
· 1+ years in leading, supervising, or coaching technical support staff.
· Experience working with remote, international, or culturally diverse teams across time zones.
· Strong troubleshooting skills in Microsoft 365, Entra ID, Windows, and core networking.
· Working knowledge of ITIL practices, including incident, problem, change, and knowledge management.
· Clear, professional written and verbal communication with clients.
· Strong sense of ownership and follow-through.
· Ability to work onsite as needed; full G driver's licence and access to a vehicle are required.
· Comfortable lifting equipment up to approximately 20 kg.
Nice to Have:
· ITIL 4 Foundation certification.
· Experience with MSP PSA and RMM platforms such as Autotask, ConnectWise, HaloPSA, Datto RMM, or NinjaOne.
· Experience with next-generation firewalls and wireless platforms such as Sophos, Fortinet, or similar.
· Experience with Intune, Teams Phone, or Microsoft 365 security.
· Microsoft certifications such as MD-102 or MS-102.
· Experience building service desk KPIs and processes.
What Success Looks Like
· Consistent SLA attainment and high client satisfaction.
· A weekly service review in place, with clear and visible KPIs.
· Fewer escalations reaching senior leadership.
· Recurring issues resolved permanently through problem management.
· Consistent ticket and documentation standards across the local and international team.
· A written service improvement plan within your first 90 days.
Working Conditions
· Hybrid schedule with onsite visits to client locations across the GTA.
· Occasional after-hours work for maintenance windows and major incidents.
· Moderate physical activity, including equipment handling.
What We Offer
· Competitive salary plus a performance bonus tied to service quality and client satisfaction.
· Health and dental benefits.
· Paid certification and training, including ITIL 4.
· Exposure to a wide range of industries, environments, and technologies.
· A clear path into broader service management as NUMENTIS grows.
How to Apply
Send your resume and a brief note describing a time you improved the performance of a support team, and what the result was, to: careers@numentis.com
