Role Overview:

The IT Support Manager will oversee the day-to-day operations of our Tier 1 and Tier 2 support staff, ensuring timely, professional, and secure resolution of client issues. This role involves team leadership, process optimization, ticket oversight, and direct collaboration with the leadership team to align support delivery with strategic business goals.

Key Responsibilities:

Lead and mentor a team of Tier 1 and Tier 2 technicians across multiple locations
Ensure SLAs are met and support tickets are resolved efficiently
Oversee and optimize service delivery processes, documentation, and escalation protocols
Provide hands-on technical support as needed, particularly for escalated issues
Conduct regular performance reviews and training plans for technicians
Collaborate with sales and client solutions to scope, onboard, and maintain client environments
Develop and enforce cybersecurity best practices across all support interactions
Manage monitoring, RMM tools, and helpdesk platforms
Support internal IT policies, asset tracking, and vendor relationships

Qualifications:

5+ years in IT support roles, with 2+ years in a leadership or management position
Strong understanding of Microsoft 365, Entra ID, Azure AD, and modern endpoint security tools
Experience working within an MSP or cybersecurity-focused environment is preferred
Familiarity with RMM, PSA, and backup systems
Excellent communication and customer service skills
Proven ability to lead teams and manage technical staff
Certifications (CompTIA, Microsoft, CISSP, etc.) are considered an asset

Apply at careers@redarx.com

Job Type: Full-time

Additional pay:

Bonus pay
Commission pay
Overtime pay

Benefits:

Dental care
Extended health care
On-site parking
Paid time off
Vision care

Flexible language requirement:

French not required

Schedule:

Monday to Friday

Experience:

Technical support: 7 years (required)

Location:

Saskatoon, SK S7N 2G6 (required)

Work Location: In person

RedArx Cyber Group

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IT Support Manager