SFT: Technical Support & IT Operations Manager (N2)

About the position We are recruiting on behalf of our client for a Technical Support & IT Operations Manager (L2). This is a full-time permanent position in Montreal, Quebec, with a hybrid work model. At MSP Corp, we help our clients build their teams by finding the right talent. We are currently supporting one of our clients in the search for a Technical Support & IT Operations Manager (N2). 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. 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 • 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 Requirements • 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 Nice-to-haves • 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

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