SFT: Technical Support & IT Operations Manager (N2)

Advance your IT career. We are recruiting on behalf of our client for a Technical Support & IT Operations Manager (L2). Location: Montreal, Quebec  Work Model: Hybrid  Full-time permanent position At MSP Corp, we don’t just build our own teams — we help our clients build theirs. As a national leader in managed IT services, we partner with exceptional companies to find the right talent to power their growth. We are currently supporting one of our clients in the search for a  Technical Support & IT Operations Manager (N2). About the role We are currently seeking a Technical Support & IT Operations Manager (N2)  to join our team. This is a highly autonomous, senior-level role responsible for end-to-end technical operations, infrastructure stability, vendor coordination, and operational ownership.   This position combines advanced hands-on technical support with operational oversight, vendor management, and client/partner coordination. There is no internal L1 support layer the successful candidate will fully own the technical environment from incident resolution to vendor escalation and service continuity. As a Technical L2 Hands-On Manager , you will act as the primary technical owner for all operational and infrastructure-related matters. You will independently manage technical incidents, maintain infrastructure stability, coordinate with external vendors and partners, and ensure high-quality service delivery across the environment. This role is ideal for a highly accountable technical professional who is equally comfortable troubleshooting complex systems, managing escalations, coordinating third-party providers, and driving operational improvements.   Key Responsibilities Act as the primary escalation point for all technical issues  Independently troubleshoot and resolve infrastructure and support incidents  Own the complete ticket lifecycle from intake to resolution  Manage and coordinate critical production incidents and outages  Ensure timely communication and resolution of operational issues  Microsoft 365 / Entra ID  Windows Server / Active Directory environments  Networking infrastructure (DNS, DHCP, VPN, firewalls)  Virtualization platforms (VMware / Hyper-V)  Backup and disaster recovery systems  Perform system maintenance, troubleshooting, and optimization  Ensure uptime, performance, reliability, and security stability  Monitor systems proactively and identify operational risks  Manage relationships with IT vendors, service providers, and external partners  Coordinate and escalate vendor-related incidents and service interruptions  Track SLA performance and ensure vendor accountability  Negotiate support timelines and drive issue resolution  Act as the primary technical liaison between operations and third-party providers  Prioritize and manage all incoming technical workload independently  Ensure consistent service delivery without internal support tiers  Handle after-hours support or critical incident response when required  Maintain operational continuity across infrastructure and support environments  Improve operational workflows, documentation, and technical procedures  Identify recurring issues and implement permanent corrective actions  Contribute to automation and operational efficiency improvements  Standardize troubleshooting and escalation processes    Required Skills & Experience 5–10+ years of experience in IT support, systems administration, or MSP environments  Strong hands-on technical expertise with:  Microsoft 365 / Entra ID  Active Directory  Windows Server environments  Networking and firewall technologies  Virtualization platforms (VMware / Hyper-V)  Proven ability to operate independently without tiered support structures  Experience managing vendors and external IT partners  Strong troubleshooting, prioritization, and incident management skills  Excellent communication, coordination, negotiation, and escalation management abilities  Fully autonomous technical operator  Comfortable owning both technical operations and external relationships  Strong accountability mindset with end-to-end ownership mentality  Able to manage competing priorities in high-pressure environments  Practical, decisive, and solution-oriented  Strong operational and client-facing professionalism  Ready to make a difference? Join us and shape the future. Apply today!