About Us
BlueBird iT Solutions, A WellStar Company, is a fast-growing IT support company specializing in health care IT. We are a Growth 500 company and rapidly expanding across Canada. Our clients range from single physician offices up to hospitals, Health Care Software vendors and everything in between. For motivated individuals, our rapid growth offers the opportunity for learning, growth, and career advancement. We also offer a competitive compensation package as well as dental and medical benefits
Working With Us
At BlueBird IT Solutions Inc., our team members are family. We believe in you! We recognize that our team’s success is driven by your dedication and talent. We are committed to creating an environment where you feel valued and supported, fostering a strong sense of belonging within our family. BlueBird is not just a workplace; it’s a community where we nurture your career and personal growth. As a growing company, we offer numerous opportunities for you to learn, grow, and carve out new career paths.
Perks & Benefits
We understand the importance of your well-being. At BlueBird, we ensure that your physical, financial, and emotional needs are well taken care of. We know that the better we equip you to succeed in your career and life, the more energy and intensity you can bring to your day-to-day work. Our comprehensive benefits package includes:
- Competitive salary, performance-based bonus, & profit-sharing plan
- Comprehensive health, dental, and vision insurance Professional development opportunities and continuous learning
- A supportive and collaborative work environment
- Team building activities Gym membership
About the Position :
- Are you the kind of person who as a kid took apart computers to see how they work?
- Do you like solving complex technical problems?
- Does helping people make you feel great?
If you answered yes to all the above, we want to talk to you!
What You’ll Be Responsible For:
Service Operations & Ticket Flow
- Own ticket intake, triage, prioritization, and routing
- Ensure all tickets are properly categorized, assigned, and documented
- Enforce SLA compliance across all priority levels
- Eliminate backlog and aging tickets
Major Incident Management
- Lead all P1/P2 incidents from start to resolution
- Coordinate internal teams and client communication
- Conduct post-incident reviews and root cause analysis
Client Experience & Communication
- Establish and enforce communication standards:
- Response tone and professionalism
- Update cadence
- Callback discipline
- Ensure clients are consistently informed and confident
Customer Satisfaction Ownership
- Drive a client-first culture across the ROC team
- Monitor feedback, complaints, and satisfaction trends
- Ensure strong handling of high-pressure client situations
After-Hours & Escalation Oversight
- Oversee on-call rotations and emergency support processes
- Ensure seamless escalation handling and shift handoffs
Tools, Reporting & Automation
- Leverage systems such as HALO PSA
- Identify automation and workflow optimization opportunities
- Improve efficiency and reduce manual effort
Knowledge Base & Continuous Improvement
- Convert repeat issues into SOPs and knowledge base articles
- Collaborate with Quality, Technical Lead, and CTO
- Drive long-term operational improvement
Capacity Planning & Risk Visibility
- Monitor ticket volume, trends, and team workload
- Adjust staffing and priorities proactively
- Identify at-risk clients (SLA breaches, recurring issues, sentiment decline)
Team Leadership
- Lead and develop Help Desk Team Leads and Analysts (Tier 1–3)
- Run daily huddles and coaching sessions
- Enforce accountability, responsiveness, and quality standards
Cross-Team Coordination
- Work closely with:
- Technical Lead
- NOC / SOC teams
- Deployment teams
- Ensure smooth escalation flow and zero delays
What Success Looks Like
- SLA Compliance: 95%+
- Ticket Backlog: ≤ 5%
- First Contact Resolution: 70%+
- Client Satisfaction: 90%+
- Reduction in repeat issues and escalations
What You BringExperience
- 5–8+ years in IT Support (MSP environment preferred)
- 2–4+ years in a leadership or supervisory role
- Experience managing SLA-driven service environments
Technical Knowledge
- Ticketing systems (HALO preferred)
- Microsoft environments (M365, Windows Server)
- Networking fundamentals
Core Strengths
- Strong communication and client-facing skills
- Ability to manage high-pressure, high-volume environments
- Decisive and structured under pressure
- Strong operational and systems thinking mindset
Why Join BlueBird IT Solutions?
At BlueBird, we don’t just fix IT issues—we build trust with every interaction.
You’ll be leading a team that supports hundreds of clients, with a real opportunity to:
- Shape service quality at scale
- Build systems that last
- Elevate client experience across the organization
Job Types: Full-time, Permanent
Pay: $85,000.00-$95,000.00 per year
Benefits:
- Casual dress
- Dental care
- Extended health care
- On-site parking
- Wellness program
Experience:
- IT Services MSP Environment: 6 years (required)
- leadership or supervisory in an MSP: 4 years (required)
Work Location: In person
