Job Title

What do you think of when you hear the name MNP? Most likely tax and accounting, but as one of Canada''s largest consulting organizations, we''re so much more We''re also serious about technology. Make an impact with our Managed Services Practice as a Supervisor, supporting the service delivery of Managed IT Services to our clients. The successful candidate will support the daytoday coordination and execution of managed services by tracking requests, incidents, and escalations to ensure timely, SLAaligned delivery. They will manage client communication, prepare monthly service reports, maintain documentation, and monitor operational trends. The position coordinates escalations, assists with rootcause analysis, and supports service improvements, onboarding, and change implementation. They will act as a liaison between clients and technical teams, and ensures requests are properly scoped and prioritized while applying ITIL best practices to enhance service quality, reduce recurring issues and maintain consistent, efficient operations across the MSP environment. We have created an environment where you will continuously grow, always have a voice and collaborate on work that is meaningful, impactful and fulfilling. If you are ready to take your career into your own hands, you have come to the right place. Responsibilities Service Coordination & Execution Supports day-to-day delivery of managed services for assigned clients Tracks service requests, incidents, and escalations to ensure timely resolution Ensures service delivery aligns with contracted SLAs and operational processes Client Communication & Reporting Prepares and delivers monthly service reports (Tickets, SLAs, Trends and Insights) Communicates service updates, maintenance notifications, and issue status to clients Supports Senior SDM in client meetings and governance activities Operational Metrics & Documentation Maintains service documentation, runbooks, and client service profiles Tracks recurring issues and improvement opportunities Supports reporting on license usage, service adoption, and operational trends Escalation & Issue Management Coordinates escalations between service teams and vendors Assists with root-cause analysis documentation and corrective actions Ensures follow-through on incident remediation tasks Service Improvement Support Identifies minor service optimization opportunities Assists in implementing approved service changes and enhancements Supports onboarding and offboarding activities for managed services Internal Collaboration Acts as a liaison between technical teams and the client Ensures client requests are properly scoped, documented, and prioritized Learns MSP governance, service management, and client engagement best practices Skills and Experience 46 years in IT service delivery, service coordination, or managed services operations Experience supervising or mentoring junior team members, or acting as a team lead Proven ability to manage escalations, prioritize workloads, and ensure SLA compliance Background preparing service reports and presenting insights to clients or leadership Experience coordinating crossfunctional teams (service desk, engineering, vendors) Familiarity with incident reviews, rootcause analysis, and corrective action tracking Strong leadership and delegation abilities with a focus on coaching and team development Excellent communication skills for client updates, internal coordination, and reporting Ability to analyze service trends, identify recurring issues, and recommend improvements Solid understanding of ITIL practices and service management processes Skilled in documentation management, runbook updates, and operational oversight Strong organizational skills with the ability to manage multiple clients and priorities Handson experience with ITSM platforms (ServiceNow, Jira, ConnectWise, etc.) Working knowledge of cloud, security, and infrastructure service concepts (asset) Proficiency with Excel and reporting tools for trend analysis and KPI tracking Understanding of change management, onboarding/offboarding, and service transitions Diploma or degree in IT, Business, or related field ITIL Foundation certification required, Intermediate level an asset Additional certifications in service management, cloud, or security are beneficial Strong customercentric mindset with a commitment to service excellence Confident decisionmaker with sound judgment in fastmoving environments Proactive, solutionsoriented, and comfortable handling escalations Ability to foster collaboration across technical and nontechnical teams High level of accountability, reliability, and followthrough Bilingual proficiency (French/English) is an asset MY REWARDS @ MNP With a focus on high-potential earnings, MNP is proud to offer customized rewards that support our unique culture and a balanced lifestyle to thrive at work and outside of the office. You will be rewarded with generous base pay, vacation time, 4 paid personal days, a group pension plan with 4% matching, voluntary savings products, bonus programs, flexible benefits, mental health resources, exclusive access to perks and discounts, professional development assistance, MNP University, a flexible ''Dress For Your Day'' environment, firm sponsored social events and more This is a current opportunity with a hiring range of $70,000 to $80,000 per year, depending on experience and skills. We embrace diversity as a core value and celebrate our differences. We believe each team member contributes unique gifts and amplifying their potential makes our business stronger. We encourage people with disabilities to apply