Employment Type

Full-Time, Permanent

Department

Operations

Reports To

Vice President - Operations

Compensation

$80,000 – $95,000 CAD per year, commensurate with experience

Vacancy Status

This posting is for a current, existing vacancy.

The CX Manager owns the full day-to-day leadership and operational performance of the Tier 1 and Tier 2 service desk teams, ensuring 24/7 coverage and a consistently excellent customer experience on every service interaction. This role combines people leadership (coaching, development, and scheduling) with operational leadership (daily Operations stand-ups, process governance, and cross-team coordination) and reports on team and customer experience performance to senior management. The CX Manager serves as a key member of the Operations Leadership Team (OLT) and acts as the escalation point for customer experience issues across the service desk.

Key Responsibilities

1. Team Leadership & Development

•      Directly manage and supervise the Tier 1 and Tier 2 service desk teams.

•      Conduct monthly one-on-one meetings with each direct report to review performance, address concerns, and support career growth.

•      Partner with technicians on Monthly Development Plans (MDPs) to build technical and professional skills.

•      Conduct call reviews with technicians to coach, deliver feedback, and improve the quality of the customer experience on service calls.

•      Review and decide on SMART targets for direct reports each quarter.

•      Interview and hire candidates for Tier 1 and Tier 2 openings.

•      Onboard and train new technicians, including ramp plans, shadowing, and certification paths.

2. Workforce Management & Scheduling

•      Manage shift scheduling to maintain 24/7 service desk coverage, including a single-tech night shift, a single-tech afternoon shift, and a staggered-start day shift covering approximately 10 technicians.

•      Manage the weekend on-call rotation and holiday coverage planning.

•      Maintain the on-call/alerting rotation and scheduling tools (e.g., Alert Duty, Signl4) and keep shift schedules current.

•      Approve technician timesheets and expense reports.

•      Oversee the Dispatch Coordinator (direct report), who manages ticket/queue health, aging tickets, and SLA adherence.

3. Operations Leadership

•      Serve as a member of the Operations Leadership Team (OLT).

•      Lead the daily All Hands Huddle — a 15-minute stand-up with all Operations personnel.

•      Host the daily 15-minute OLT meeting to prioritize the day's tasks and communicate daily priorities and on-call assignments to Operations via email.

4. Process, Change & Automation Governance

•      Represent the service desk at Change Advisory Board (CAB) meetings, reviewing and providing feedback on changes that affect service desk operations.

•      Liaise with the Internal Infrastructure Lead on process improvement initiatives through the Process Improvement Board.

•      Participate in Automation Board Review meetings, evaluating proposed automations for their impact on the service desk.

5. Customer Experience & Escalation Management

•      Act as the first point of contact for escalated customer experience issues.

•      Investigate and resolve escalations, coordinating with technicians and other teams as needed to restore customer satisfaction.

•      Track and analyze customer experience trends (e.g., CSAT) to identify coaching opportunities and process gaps.

•      Handle direct client escalation calls beyond QBRs, including de-escalation and service recovery (‘save calls’).

•      Provide input into client onboarding and offboarding processes from a service desk perspective.

6. P1 (Priority 1) Incident Oversight

•      Oversee the P1 (Priority 1) process to ensure it is being followed consistently across the service desk.

•      Ensure priority issues are actioned promptly and communicated properly to all relevant stakeholders.

•      Ensure lessons learned and identified problems are properly addressed after the fact through post-mortems and problem tickets.

7. Cross-Functional Collaboration

•      Partner with Tier 3, Networking, Projects, and Solutions teams to bridge technical, communication, and service gaps.

•      Relay feedback between the service desk and other technical teams to improve collaboration and service delivery.

•      Attend Quarterly Business Reviews (QBRs) when invited by the Account Manager to provide operational insight and showcase the value of services delivered to clients.

8. Reporting & Analytics

•      Build and maintain metrics and reports in BrightGauge for use by senior management.

•      Monitor and report on dashboard KPIs, call statistics, and customer experience indices.

9. Documentation & Knowledge Management

•      Maintain and oversee the service desk knowledge base and runbooks.

•      Ensure documentation standards are followed for client environments.

10. Team Culture & Recognition

•      Host the weekly Tier 1 team meeting.

•      Host the weekly Tier 2 team meeting.

•      Organize team-building activities and recognition programs beyond the monthly CSAT draw.

Key Relationships

•      Reports to: VP of Operations

•      Direct reports: Tier 1 and Tier 2 service desk technicians; Dispatch Coordinator

•      Peer collaboration: Tier 3, Networking, Projects, and Solutions teams

•      Key partner: Internal Infrastructure Lead (technical/infrastructure execution partner for internal systems initiatives)

•      Governance forums: Change Advisory Board (represents the service desk), Automation Board Review (participates); Process Improvement Board (liaises with the Internal Infrastructure Lead, who leads this board)

•      External-facing: Account Managers and clients (via Quarterly Business Reviews)

Required Qualifications

•      3+ years of experience leading a service desk or technical support team, ideally within an MSP or similar 24/7 service environment.

•      Proven people-leadership track record: hiring, coaching, performance management, and scheduling across a multi-shift team.

•      Strong customer experience focus — demonstrated ability to own CSAT outcomes, run service-recovery/‘save’ calls, and represent the client's voice internally.

•      Experience owning a P1/major incident process, including post-incident reviews and problem management.

•      Comfortable representing the service desk in cross-functional and governance forums (CAB, Process Improvement Board, Automation Board Review).

•      Working knowledge of PSA/ITSM tooling (e.g., ConnectWise), ticketing workflows, and SLA management.

•      Experience building and maintaining KPI reporting (e.g., BrightGauge or equivalent) for senior stakeholders.

•      Comfortable presenting at QBRs and communicating directly with clients on service issues.

•      Excellent written and verbal communication skills.

•      Ability to support occasional evenings/weekends for on-call escalations.

•      Canadian work experience is not required. Equivalent experience gained outside of Canada will be given equal consideration.

What Next Dimension Offers

•      Competitive salary and comprehensive group health benefits.

•      RRSP matching program.

•      Ongoing training, certification support, and professional development.

•      A collaborative, technology-driven culture with opportunities for growth.

•      Paid vacation and personal days.

Use of Artificial Intelligence in the Hiring Process

Next Dimension uses artificial intelligence (AI) tools to assist with the initial screening and shortlisting of applications for this posting. Final hiring decisions are made by members of our human recruitment and hiring team.

Application Process & Candidate Communication

Candidates who are interviewed for this position will be notified in writing of the hiring decision once it has been made, in accordance with the Ontario Employment Standards Act, 2000.

Next Dimension

Next Dimension is a CIO Strategist firm; we provide managed IT services that align the server room and the boardroom by providing a framework to fill gaps in reliability, security, and resourcing. To successfully achieve this, Next Dimension cultivates a workplace culture around the Employee Experience in which we seek to optimize the moments that matter for every employee.

Next Dimension is committed to the National Centre for Truth & Reconciliation's Call to Action 92, to ensure that Indigenous Peoples have equitable access to jobs, training, and education opportunities. To that end all our employees are trained in OCAP Awareness and the importance of Digital Sovereignty to the First Nations.

Next Dimension is an equal-opportunity employer. We welcome and encourage applications from people of all backgrounds, and accommodation is available on request for candidates taking part in all aspects of the selection process. We thank all applicants for their interest; however, only those selected for an interview will be contacted.