Management | IT Client Services Manager - FT

Tecnet – Delivering Best-in-Class IT Solutions Since 1974

About Us

Tecnet is Canada’s longest-standing IT services provider, offering a wide range of solutions, including hardware, software, networking, and both physical and cyber security. With major hubs in Victoria and Vancouver, and over 35 Authorized Service Centres (ASC) across British Columbia, we’re committed to supporting communities across urban and rural areas with high-quality IT solutions.

Learn more about us at www.tecnet.ca.

Role Overview

The Client Services Manager is responsible for owning the end-to-end client service experience across Service Desk, Field Services, Projects, and Coordination teams. This role ensures consistent service quality, SLA compliance, and effective escalation management. The Client Services Manager leads and develops key team leaders, supports seamless client transitions, and drives continuous improvement through process optimization and feedback loops. This role also monitors and reports on service performance metrics to inform strategic decisions and enhance client satisfaction.

Reporting to the Director of Operations, you’ll collaborate closely with other service areas to deliver seamless, proactive IT support.

Why Work with Us?

• Legacy of Excellence: Be part of a company with over 50 years of experience and a trusted reputation in the IT services industry.
• Leadership Impact: Take ownership of client services and shape the client experience across multiple departments.
• Professional Growth: Access opportunities for leadership development, certifications, and strategic contributions.
• Collaborative Culture: Join a team that values communication, innovation, and continuous improvement.

Schedule

This is a full-time permanent position with 8-hour shifts from Monday – Friday for a total of 40 hrs weekly.

What We Offer

Competitive Salary

• $80,000 - $90,000. Salary commensurate with experience.

High Value Benefits

• Extended Health Care
• Dental & Vision Care
• RRSP
• Paid Time Off
• On-Site Parking

Eligibility for benefits begins following three months of employment.

What You’ll Do

Operational Leadership

• Own the end-to-end client service experience across field operations and helpdesk services.
• Lead team leads, ensuring they are supported and equipped to manage effectively.
• Ensure smooth handoffs between Helpdesk, Field, Professional, and Technical Services.

Client Experience & Escalation Management

• Champion a client-centric culture across all teams.
• Act as the primary escalation point for client issues, resolving concerns and rebuilding confidence.
• Collaborate with account management and professional services to anticipate client needs.
• Analyze client feedback to guide improvements and strengthen relationships.

Service Delivery & Quality Assurance

• Monitor performance metrics (NPS, KPIs, SLAs, utilization, CSAT).
• Drive continuous improvement initiatives.
• Conduct regular service reviews to identify risks and opportunities.

People Management & Development

• Mentor and develop team leads.
• Foster a collaborative and positive work environment.
• Support training initiatives to enhance technical and customer service skills.

Stakeholder Communication

• Report regularly to the Director of Operations on performance, staffing, and client experience.
• Collaborate with internal departments to ensure aligned client services.

Strategic Contribution

• Contribute to operational planning and resource strategy.
• Recommend tools and process improvements.
• Align practices with industry standards (e.g., ITIL).

What You Bring

• Bachelor’s degree in Business, IT Management, or a related field.
• 7+ years of experience in service delivery, operations, or client experience roles.
• Proven leadership experience managing cross-functional teams.
• Strong understanding of SLA management, service desk operations, and project coordination.
• Experience with ITSM platforms, ticketing systems, and performance reporting.
• Excellent communication, problem-solving, and organizational skills.

Key Success Metrics

• High client satisfaction and timely issue resolution
• Strong collaboration across service departments
• Effective leadership and team development
• Alignment with Tecnet’s mission, vision, and values
• Proactive approach to service improvement

Thanks for applying! While we appreciate every application, only shortlisted candidates will be contacted for an interview.

Job Types: Full-time, Permanent

Pay: $80,000.00-$90,000.00 per year