At B4 Networks, we take our work seriouslybut not ourselves. We show up, stay real, and strive to be 1% better every day. Now, were on the hunt for a Director of Service whos part leader, part coach, part strategistand occasionally, a top-tier chaos wrangler.

If you can juggle people, priorities, and process with grace (and a sense of humour), we want to meet you.

Who We Are

Were an established Managed Service Provider (MSP) serving a wide range of small to mid-sized businessesfrom accountants and engineers to doctors and manufacturers. Our focus is simple: deliver exceptional service at a fixed monthly rate, and make IT feel human again.

Perks of Working at B4

• Paid lunch and breaks (1 hr/day)
• Catered lunches 3x a week
• Focus on personal and professional growth
• Comprehensive benefits after 6 months:
  • Extended health, dental, vision
  • EAP & disability coverage
• Competitive salary aligned with experience

What You'll Actually Be Doing

Youll lead both Managed Services and Professional Services, collaborating with team leads to ensure timely ticket closure, seamless project execution, and delight-level client satisfaction (were talking 95%+ CSAT).

Youll be a strategic playeraligning operations with business goals while helping the team grow, stay focused, and thrive.

Youll Be Responsible For:

• Operational Excellence: Ticket flow, escalations, SLAs, huddles, and smart scheduling.
• Client Experience: Be the person clients trustespecially when the heats on.
• Team Leadership: Approve time entries and invoices, support techs with goals, reinforce accountability.
• Process Optimization: Contribute to project reviews, blueprint planning, and delivery improvements.
• Revenue & Retention: Work closely with leadership to track KPIs, maximize profitability, and ensure clients stay happyand stay with us.
• P&L Understanding: Monitor operational efficiency with a keen eye on how service impacts the bottom line.
• Culture Champion: Lead with empathy, communicate clearly, and uphold the we before me mindset.

What Success Looks Like

• The team runs efficientlyno burnout, backlog managed and maintained.
• Clients are consistently delighted (and vocal about it).
• You anticipate bottlenecks and solve them before they explode.
• The service department hits KPIs, supports profitability, and contributes to strategic growth.
• Youre not just keeping the lights onyoure helping us evolve.

What You Bring

• Proven leadership experience in a service delivery, operations, or tech-driven role
• Experience reading and working with P&L statements
• Strong understanding of revenue generation and client retention strategies
• Highly organized, clear communicator, excellent with prioritization
• Confidence in tough conversations (with empathy, not a stick)
• Comfort with tools like ticketing systems, scheduling software, Microsoft 365
• Experience in or around the MSP space is a bonus, but not a must

Youll Fit In If You Believe In

• Doing the right thingeven when no ones watching - accountability is key
• Being realno egos, no jargon
• Getting stuff donewith heart and hustle
• Continuous improvementsmall steps, make big change over time
• Collaboration over competition - teamwork is what we thrive on
• Having funbecause work should feel like progress, not punishment

Bonus Points If You

• Have MSP or tech-industry leadership experience
• Are familiar with AI tools and curious about how they change the way we work
• Have experience with client-facing projects (blueprints, construction, or other hands-on deliverables) and/or project management
• Can speak fluent sarcasm, without ever losing respect for the humans around you

Ready to lead with heart and hustle?
Apply today.