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Added 3 hours ago
H
Pharmacy Technician
HealthCareersInSask.ca
North Battleford, SK
- Part-time
Added 3 hours ago
CO
Technologist 1 - Streets Maintenance
City of Winnipeg
Winnipeg, MB
- Full-time
Added 3 hours ago
CO
Fleet Specifications Technologist
City of Winnipeg
Winnipeg, MB
- Full-time
Four (4) years' experience working in a Trades or Technician capacity in a shop or manufacturing facility and/or working with fleet management.
Added 4 hours ago
SH
Service Desk and Desktop Technician
Sisler High School
Winnipeg, MB
- Full-time
Under The Supervision And Direction Of The Supervisor, Technical Services, The Service Desk & Desktop Technician Responsibilities May Include But Are Not Limited To:
Added 4 hours ago
IA
Chemical Sales Representative
iA American Warranty Group
Winnipeg, MB
- Full-time
Added 5 hours ago
BT
Accounting Technician, Private Enterprise
Baker Tilly Canada
Dartmouth, NS
- Full-time
We are looking for an Accounting Technician to join our team - a role where your expertise will drive meaningful outcomes and your ambition will help shape what comes next. Here, you’ll…
Added 7 hours ago
CA
Powersports Technician
Centennial Auto Group
Charlottetown, PE
- Full-time
Centennial Auto Sport & Tire Charlottetown is looking for a Powersports Technician to join our skilled team.
Added 8 hours ago
A
IT Store Support Technician
Ardene
Laval, QC
- Full-time
Reporting to the Service Desk Lead, the IT Store Support Technician will play a key role on our IT team, acting as the first point of contact to support IT operations for Ardene stores. You…
Added 8 hours ago
NM
Agriculture Equipment Technician
Nelson Motors and Equipment
Radville, SK
- Full-time
As an Agricultural Equipment Technician, you are self‑motivated to perform complex diagnostics, service repairs, and maintenance on agricultural and turf equipment while supporting an…
Added 8 hours ago
G
Senior Installation Technician
Graytek
Coquitlam, BC
- Full-time
We're Hiring: Senior Installation Technician – Smart Home & Automation Systems
Added 9 hours ago
SD
Regulated Pharmacy Technician, Hourly Part Time Flexible Shifts
Shoppers Drug Mart
Ingersoll, ON
- Part-time
Added 9 hours ago
Operations Technician
Nature's Way Canada
Dartmouth, NS
Reporting directly to the Production Manager, the Operations Technician is accountable for the safe and efficient operation of equipment according to established Standard Operating…
Added 9 hours ago
310T/310J Licensed Technician
Joseph Transportation Group
Hamilton, ON
Added 9 hours ago
RS
HVAC Technician
Richmond School District No. 38
Richmond, BC
- Full-time
…independently but may receive instructions and guidance from the HVAC Technician "A" License when performing Class A gas fitting…
Added 12 hours ago
SD
Regulated Pharmacy Technician, Hourly Full Time Flexible Shifts Greenlight Requisition
Shoppers Drug Mart
Fort St. John, BC
- Full-time
Added 12 hours ago
SD
Regulated Pharmacy Technician, Hourly Full Time Day
Shoppers Drug Mart
Fort St. John, BC
- Full-time
Added 13 hours ago
SD
Regulated Pharmacy Technician, Hourly Full Time Flexible Shifts Greenlight Requisition
Shoppers Drug Mart
St. John's, NL
- Full-time
Added 13 hours ago
RS
HVAC Technician
Richmond School District No. 38
Richmond, BC
- Temporary
…independently but may receive instructions and guidance from the HVAC Technician "A" License when performing Class A gas fitting…
Added 15 hours ago
SD
Assistant.e technique en pharmacie, rémunéré(e) à l’heure – PHX temps plein Quarts de travail flexibles
Shoppers Drug Mart
Saint-Lambert, QC
- Full-time
Added 16 hours ago
CC
CPAP Consultant in Mississauga
CPAP Clinic
Vaughan, ON
- Full-time
Added 17 hours ago
HM
Neurology
Health Match BC
Kamloops, BC
- Full-time
…Our EMG lab is state of the art and staffed by an experienced technician. Our EEG lab provides both inpatient and outpatient EEG services. Further outpatient clinic expansion is underway,…
Added 17 hours ago
HM
Neurology
Health Match BC
Kamloops, BC
- Full-time
…Our EMG lab is state of the art and staffed by an experienced technician. Our EEG lab provides both inpatient and outpatient EEG services. Further outpatient clinic expansion is underway,…
Added 17 hours ago
HM
Neurology
Health Match BC
Kamloops, BC
- Full-time
…Our EMG lab is state of the art and staffed by an experienced technician. Our EEG lab provides both inpatient and outpatient EEG services. Further outpatient clinic expansion is underway,…
Added 1 day ago
RM
Data Center Technician - Canada - Saskatoon - On-site
Reboot Monkey
Saskatoon, SK
- $26 to $36 CAD / hour
- Other
We are seeking an experienced Data Center Technician for freelance/contract work in Saskatoon, Canada. This is an on-site position supporting mission-critical infrastructure at premier data…
Added 1 day ago
NA
Apprentice Security Systems Technician
New Age Group
Concord, ON
- $22 CAD / hour
- Full-time
The Apprentice Security Systems Technician is an entry-level role designed for individuals looking to build a long-term career in the security, technology, and low-voltage industry.

Closed listing

NUMENTIS

IT Service Delivery Lead

Oakville, ON, Canada

Full-time

This opening has closed.

The original listing is kept below for reference.

Find open jobs More jobs with this employer

About employer

Job details

Job type: Full-time
Closing date: Apr 2, 2027
Experience: · 3+ years of experience in an MSP or managed IT services environment.
Posting language: English
Posted: Oct 4, 2026

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Original job description

Archived listing. The details below describe a past opening.

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

About employer

More about this job

Responsibilities

Lead service quality, SLA performance, client satisfaction, and service reviews while coaching local and international support teams. Handle complex escalations and major incidents, oversee problem and change management, maintain service tools and documentation, and drive continual improvement.

Requirements

Requires at least three years of MSP or managed IT services experience, including at least one year leading or coaching technical support staff, plus experience working across remote or international teams. Candidates need strong Microsoft 365, Entra ID, Windows, and networking troubleshooting skills, working knowledge of ITIL practices, clear client communication, a full G driver's licence, and access to a vehicle.

Skills

IT Service Delivery
Service Leadership
SLA Management
Incident Management
Problem Management
Change Enablement
Microsoft 365
Entra ID
Intune
Windows
Networking
Cybersecurity
ITIL Practices
PSA and RMM Platforms
Client Communication
Team Coaching

Benefits

Performance Bonus
Health and Dental Benefits
Paid Certification and Training

Visa sponsorship

Not detected in the job text

Keywords

Managed Services Provider
ITIL
Service Level Agreements
Microsoft 365
Entra ID
Intune
Windows
Networking
Cybersecurity
Incident Management
Problem Management
Change Enablement
Knowledge Management
Autotask
ConnectWise
HaloPSA
Datto RMM
NinjaOne
Sophos
Fortinet
Teams Phone
Microsoft 365 Security
MD-102
MS-102
Service Desk KPIs
Firewall Refreshes
Wi-Fi Deployments
Patch Management
Major Incident Response
Client Satisfaction

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