Terra Dygital Solutions Inc.
Managed Services Team Lead
Description
Company Overview
Terra Dygital Solutions is an innovative IT services provider headquartered in Vancouver, BC. We are dedicated to effectively addressing a diverse range of complex IT challenges by leveraging modern technologies. Our core expertise lies in advising clients on cybersecurity and business/system architecture through our Virtual CIO services, developing cutting-edge solutions via application development and system integration, and managing and optimizing desktop, server, and network environments as a Managed Services Provider. Join our dynamic and rapidly growing team, where you will collaborate with top-notch professionals, work with the latest technologies, and play a crucial role in our clients’ success, all while enjoying significant opportunities for personal and professional growth.
Position Overview
Terra Dygital Solutions is looking for a Managed Services Team Lead who thrives at the intersection of technical expertise and people leadership. This is a hands-on leadership role where you’ll guide a high-performing Support team, tackle complex technical challenges, and help shape how we deliver exceptional service to our clients.
Based out of our Vancouver office with time spent at client sites, you’ll work closely with the Director of Managed Services to mentor team members, elevate service delivery, and continuously improve how our managed services function operates. If you enjoy leading by example, solving meaningful problems, and building strong teams, this role offers the opportunity to make a real impact as we continue to grow.
Responsibilities
- Co-ordinate and manage the day-to-day activities of the team, ensuring an even distribution of daily workloads across all members.
- Provide advanced technical support for complex IT issues, including system and network optimization.
- Develop and oversee training materials and procedures for the team and clients.
- Drive projects to completion, both independently and collaboratively, ensuring high-quality outcomes. Maintain the smooth functioning of Microsoft 365, Windows environments, and other critical systems.
- Ensure the effectiveness of backup, disaster recovery, and business continuity solutions.
- Lead the onboarding and training process for new clients and team members.
- Set clear objectives, evaluate progress against objectives, and instill a performance-oriented culture with a focus on accountability.
- Conduct annual performance evaluations with team members.
- Contribute to the ongoing development of the Managed Support function by sharing knowledge, experience and expertise with other team leaders.
- Encouraging team input into procedures and practices; assisting them in developing their ideas.
- Provides an escalation level for problem support, management, resolution, and communication as appropriate.
- Assist the team where required by actively working on customer issues, handling calls, etc.
Skills and Knowledge
- Demonstrated leadership experience in a technical support or service delivery role.
- Strong expertise in Microsoft 365, Azure, Windows Server/Desktop, and network infrastructure.
- Industry certifications such as Microsoft O365/Azure role-based certifications, Cisco CCNA, or VMware VCP are considered strong assets.
- Proven ability to manage priorities in a fast-paced environment.
- Excellent problem-solving, analytical, and decision-making skills.
- Strong interpersonal and communication skills, with a customer-focused mindset.
- Experience providing coaching, structured feedback, and performance support.
- Ability to work independently, manage workload effectively, and handle challenging client or staffing situations professionally.
- Flexibility to participate in on-call rotations or provide support outside regular business hours.
Education and Experience
- Bachelor’s degree in computer science, Information Technology, or equivalent experience in a related field.
- Industry IT Certifications: Microsoft O365/Azure Role-Based Certifications (or legacy equivalents), Cisco CCNA, or VMware VCP.
- 5+ years of experience in an MSP or related setting, with proven leadership experience.
- Expert knowledge of operating systems, business applications, and network systems.
- Proficient in Microsoft 365, Azure, and Windows Server/Desktop environments.
- Strong project management skills with a track record of successful project completion.
- Exceptional problem-solving, analytical, and decision-making capabilities.
- Outstanding communication and interpersonal skills.
Compensation and Additional Perks
- Competitive Compensation based on skill set and experience can range between $85,000 and $100,000 per year
- Short Term Incentive Plan
- Great health benefits and vacation
- Company laptop, Cellphone & Commuting Allowances
- Great environment & culture!
Compensation
$85,000.00 - $100,000.00 per year