The Wide Scope of Modern IT Support: More Than You Think

IT Support Services

At 9 AM Monday morning, 47 employees can’t access their email. By 9:15, your IT support services team has them back online. This is modern IT support: fast, invisible, and absolutely critical to business continuity.

For many leaders, IT support feels like a “fix-it” function, something you call when things break. But in today’s environment of remote teams, endless SaaS tools, and rising security threats, that narrow view is risky. Research by Gartner shows that organizations relying on reactive IT spend 20-30% more annually than those with proactive strategies, while downtime costs Canadian small businesses over $400 per minute.

Modern IT support services are layered and strategic, impacting uptime, security, productivity, and employee confidence across hybrid workplaces, including critical disaster recovery planning that keeps businesses running when things go wrong.

 

More Than Just “Tech Help”

At its core, IT support services encompass any service that helps users interact with technology smoothly. That includes hardware, software, networks, cloud environments, and security tools.

Modern business technology support doesn’t just respond to problems. It builds systems that prevent them, ensuring your team can focus on what they do best while technology works seamlessly in the background.

 

What IT Support Actually Covers 

From hardware deployments to troubleshooting, managed IT professionals juggle technical precision and real-time responsiveness. Every week, they handle:

  • Logging and resolving support tickets
  • Installing and configuring computers, software, printers, and networks
  • Rolling out scheduled updates and maintenance tasks
  • Creating and managing employee accounts
  • Troubleshooting login issues and system access
  • Diagnosing hardware and software failures
  • Replacing devices and managing equipment lifecycle
  • Supporting cloud tools and hybrid setups
  • Educating users on systems and tools

All of this is delivered with speed, patience, and a problem-solving mindset, often under tight pressure.

Why IT Support Services Have Expanded

There was a time when IT support meant a server room and a single help desk. Today, every employee is a tech user, every tool is mission-critical, and the workplace is a hybrid mix of physical and virtual systems.

That means IT support services now have to scale across:

  • Remote onboarding and offboarding
  • BYOD policies and cross-device support
  • SaaS subscriptions and third-party tools
  • Shadow IT risks and security compliance
  • User access across time zones and locations

The sheer number of endpoints, integrations, and user needs has expanded dramatically. Support teams are expected to respond instantly, invisibly, and flawlessly.

💡 Imagine onboarding a new employee remotely without professional IT support: what should take two hours could stretch into two weeks, draining productivity before the employee even gets started.

 

More Than Reactive—It’s Strategic 

Good managed IT doesn’t just fix things. It prevents issues, improves workflows, and builds resilience into everyday operations.

  • Support has evolved from a ticket queue to an operational pillar.
  • When it works well, employees barely notice it.
  • When it fails, everything stops.

 

The Business Value of Reliable Support

Well-structured business technology support drives measurable business benefits:

  • Faster resolution times mean higher productivity
  • Proactive system checks reduce downtime
  • Clear user guidance improves onboarding and efficiency
  • Quick access to support keeps morale and momentum high
  • Ongoing maintenance prevents costly emergencies

And modern IT support services don’t stop there. AI-driven chatbots are speeding up first responses. Security-first support is now built into everyday workflows. The role has shifted from reactive problem-solver to strategic business enabler.

Support is not just a service layer. It is the front line of operational health, ensuring your business can adapt quickly to new challenges and opportunities.

 

How to Measure IT Support Success

For leaders, managed IT should be judged by more than “are things working.” Key metrics include:

  • First Contact Resolution (FCR) rate
  • Average time to resolve tickets (MTTR)
  • User satisfaction (CSAT) after support interactions
  • Percentage of proactive vs. reactive incidents
  • Time to onboard a new employee
  • Device lifecycle compliance

Tracking these metrics shows whether your IT support services are scaling with your business or just keeping the lights on.

 

Frequently Asked Questions About IT Support

What’s the difference between help desk and IT support? Help desk handles basic user issues, while comprehensive IT support includes strategic planning, proactive maintenance, and security management.

Do I need IT support for a small team? Yes, even small teams benefit from professional IT support to prevent costly downtime and security risks.

Should small businesses outsource IT support? Most small businesses benefit from outsourced managed IT because it provides enterprise-level expertise at a fraction of in-house costs.

What’s the ROI of proactive IT support? Studies show proactive IT support typically delivers 3:1 ROI through reduced downtime and prevented emergencies.

 

Respect the Role

IT support is often quiet, fast, and invisible. Yet it carries the weight that keeps your team moving. From seamless account setups to last-minute saves, the support function is woven into every part of modern work.

For business leaders, the question is simple: is your IT support just putting out fires, or is it fueling growth? Modern organizations need managed IT services that anticipate challenges, streamline operations, and enable strategic initiatives.

Modern IT support is no longer “just tech help.” It is a critical part of how organizations scale, adapt, and thrive in an increasingly complex digital landscape.

 

Ready to transform your IT support from reactive to strategic? Contact Framewerx to learn how our managed IT services can drive your business forward, or explore our comprehensive IT support solutions designed for growing businesses.

 

Follow us on Facebook and LinkedIn for more Framewerx insights.

 

Curious about why proactive IT matters in general? Read our original overview on Reactive vs Proactive IT Support here.

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Steve Brittain
Steve Brittain
Municipal Manager, Select Engineering Consultants
Dan and his team have been able to meet all Select Engineering challenges with minimal disruption to the business; from fast access to corporate resources thanks to our DaaS solution, to collaborating with internal and external parties utilizing our manager VoIP phone system or accessing SaaS solutions using the fully integrated security solutions.
Daniel Elliot
Daniel Elliot
Operations Lead, Omni-McCann Geoscience
Framewerx rescued my company from obsolete digital file management and brought us into the 21st century with cloud services in an efficient manner. Kalyn and his team at Framewerx were able to provide solutions for merging two corporate entities with vastly different digital file management and email servers in a seamless manner while providing top quality support during and after the transition to all employees. They provided training so that everyone understood new operating protocols and software changes. Framewerx has been very responsive and has always been keen to work with us to understand our business, IT needs, and financial restrictions. We continue to work with Framewerx for all of our IT, phone system, and data storage needs.
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Karim Mouait
Vice President, Cornerstone Insurance Brokers Ltd
We used Framewerx to transition our traditional office to a virtual one. This included VOIP, call recording, video conferencing, VPN, remote working from home accommodations etc. Dan and his team did a fantastic job. They are extremely responsive and client service oriented.
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Kimberly MaberManaging Partner, Brunsdon Lawrek & Associates
I have worked with Kalyn and his team for many years. He has readily handled all of our IT needs, from designing our IT strategy to our day to day computing requirements and support. Kalyn takes the time to listen to and understand our needs, delivering cost-effective and innovative IT solutions for our small business. I highly recommend working with Kalyn at Framewerx.
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Technology Alignment Manager (TAM)

About the Role

This is not a help desk role. It is a prevention role. 

The Technical Alignment Manager is responsible for keeping client environments healthy, secure, and aligned to standards. You are the person who finds risk before it becomes an outage. You assess infrastructure, identify misalignments, and drive improvements that reduce reactive support and strengthen operational stability. 

You spend most of your time proactively reviewing environments, documenting systems, and working with clients and internal teams to keep technology aligned with best practices. The goal is simple: fewer surprises, fewer support emergencies, and better performing systems. 

This role sits at the center of the Technology Success process. You build strong technical relationships with clients, partner with the Client Success Manager on strategic alignment, and ensure service teams have the documentation and visibility they need to support each environment effectively. 

Technology Alignment 

  • Perform regular technology alignment assessments of client environments using the Technology Alignment Process (TAP) 
  • Evaluate infrastructure against company standards and best practices 
  • Identify misalignments, risks, and performance issues within client systems 
  • Recommend and track remediation actions that improve reliability and security 

Documentation and Environment Knowledge 

  • Maintain detailed documentation of client environments including hardware, software, and cloud services 
  • Record configurations, warranty status, and infrastructure components 
  • Ensure documentation is accurate and accessible for service desk and centralized service teams 

Client Communication and Reporting 

  • Produce alignment reports outlining risks, findings, and improvement recommendations 
  • Review alignment scores and environment health with client stakeholders 
  • Conduct short meetings during on site visits to review work completed and next priorities 

Cross Team Collaboration 

  • Work closely with the Client Success Manager (CSM) and vCISO to ensure alignment findings support strategic technology planning 
  • Coordinate with service desk and centralized services to address identified issues 
  • Verify that monitoring, automation, and service tools are functioning properly in client environments 

Proactive Environment Management 

  • Spend the majority of client visit time on proactive alignment work 
  • Limit reactive support work during visits and guide end users to the service desk for immediate issues 
  • Maintain a forward-looking view of environment health and risk reduction 
  • 2 to 5 years of experience in IT systems administration, technical consulting, or managed services 
  • Strong understanding of infrastructure, networking, and systems administration 
  • Ability to assess complex technical environments and identify operational risk 
  • Excellent documentation discipline and attention to detail 
  • Clear communication skills and the ability to explain technical issues to non technical stakeholders 
  • Strong collaboration skills across technical teams and client stakeholders 
  • Experience working within a Managed Service Provider environment 
  • Familiarity with remote monitoring and management platforms 
  • Certifications such as CompTIA Network+, Microsoft Azure Fundamentals, or Certified Information Systems Auditor (CISA) 

Why Framewerx

At Framewerx, proactive technology management is the standard. Our Technology Alignment Managers are trusted advisors who help clients maintain stable, secure, and well aligned technology environments. The work you do directly reduces operational risk and improves the quality of service our clients receive. You will work alongside experienced technical teams, partner closely with vCIO leadership, and play a critical role in maintaining the health and performance of every environment you support.

Ready to Apply?

Start by completing our 5-minute Culture Index survey, then come back here to submit your resume.

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Virtual Chief Information Security Officer (vCISO)

About the Role

You’ve helped companies untangle risk, define standards, and put clarity where there used to be confusion. Now you’re ready to lead the effort.

As a vCISO at Framewerx, you’ll drive long-term security strategy for our clients, creating roadmaps, building governance models, and shaping standards that guide how work gets done. You’ll translate frameworks into action, policies into clarity, and risk into something measurable and manageable.

This is not a sales role or a reactive firefighting gig. You’ll partner closely with Account Executives, TAMs, and Project Teams to define the “North Star” for each client’s technology maturity. If you’ve got the structure of a compliance lead, the mind of a technologist, and the calm presence of a trusted advisor, we’re ready for you.

Please note: This is a regional in-office role with required onsite travel for remote candidates. If you are remote, plan to attend quarterly client visits.

  • Own security and technology strategy for assigned clients.
  • Lead the creation and delivery of standards-based roadmaps.
  • Translate compliance frameworks into usable policies and actions.
  • Conduct risk assessments and business impact analyses.
  • Define what “good” looks like and build clarity around platform expectations.
  • Partner with AEs to guide client decision-making and secure approvals.
  • Collaborate with internal teams to align service delivery to defined standards.
  • Present roadmaps, posture reports, and risk insights to client leadership.
  • 5+ years of experience in security leadership, IT governance, or consulting.
  • Strong ability to document, present, and explain complex standards.
  • Familiarity with frameworks such as CIS Controls, NIST CSF, or CMMC.
  • Confidence navigating between executives, technicians, and internal teams.
  • Proven success in MSP or similar environments.
  • Certifications like CISSP, CISM, CRISC, or comparable.
  • Experience with Autotask PSA, IT Glue, and Lifecycle Insights.
  • Background in alignment scoring or roadmap execution.

Why Framewerx

We believe security is more than tools and alerts, it’s about strategy, structure, and earned trust. Our vCISO team exists to give small and midsize businesses the kind of security leadership normally reserved for enterprises. If you’ve spent your career defining standards and helping others follow them, this is where you’ll thrive.

Ready to Apply?

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Account Executive

About the Role

You’re the go-to person who keeps everything moving and relationships strong, the kind of person who brings structure to chaos and calm to the swirl of client conversations.

At Framewerx, the Account Executive owns the business side of the client relationship. You’re not responsible for delivery, that’s where the vCISO and TAM step in, but you are responsible for making sure roadmaps turn into results. You’ll keep communication flowing, approvals moving, and opportunities aligned with client needs.

This is a role built for someone who thrives on follow-through. From renewal conversations and inventory refreshes to project handoffs and upsell timing, you’ll ensure the client is always informed and every commitment stays on track. You’re the one who drives the business forward without letting anything slip through the cracks.

  • Facilitate regular client communications and meetings (including TBRs).
  • Coordinate service renewals, MRR upsells, inventory planning, and project approvals.
  • Translate vCISO strategy into actionable proposals.
  • Track client health, maintain CRM hygiene, and ensure proactive follow-ups.
  • Partner with internal teams to ensure clarity, alignment, and smooth handoffs.
  • Champion client advocacy in internal discussions with leadership, service, and project teams.
  • 3–5 years of experience in account management, client success, or B2B relationship sales.
  • Strong interpersonal and organizational skills.
  • Proven ability to manage a portfolio of clients while juggling multiple priorities.
  • Confidence leading business conversations around renewals, scope changes, and future planning.
  • Familiarity with PSA or CRM tools (Autotask, GoHighLevel, HubSpot, Salesforce, etc.)
  • Experience in an MSP or managed services environment.
  • Understanding of solution selling, inventory lifecycle, and QBR frameworks.
  • Background in client budgeting or services quoting.

Why Framewerx

At Framewerx, strategy and execution go hand in hand, but they don’t live on the same desk. Our Account Executives create the space for strategy to succeed by ensuring follow-through, clarity, and client confidence. If you’re relationship-driven and thrive on getting things done the right way, this is your home base.

Ready to Apply?

Start by completing our 5-minute Culture Index survey, then come back here to submit your resume.

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Application Developer

About the Role

You thrive on clarity, and know how to build it from the ground up.

As an Application Developer at Framewerx, you’ll design, build, and refine internal tools and SaaS applications that power operational insights across the MSP and IT services landscape. You’ll work alongside business leaders and technical teams to simplify complex logic, capture edge cases, and bring calm, maintainable solutions to messy real-world problems.

This role isn’t about chasing the latest framework or reinventing the wheel. It’s about precision, simplicity, and structure. If you love writing thoughtful code that improves how businesses operate, and if you’re happiest when solving hard things well, you’ll fit right in here.

  • Design and develop internal apps and external SaaS products.
  • Write maintainable, well-structured, and secure code.
  • Translate requirements into models, wireframes, and working software.
  • Collaborate with product and operations teams to streamline workflows.
  • Prioritize clarity, testability, and reliability in every release.
  • Manage technical debt and document systems with future scaling in mind.
  • 3–5 years of full stack development experience (or equivalent skillset).
  • Strong fluency in Python, JavaScript (Vue or React), or similar languages.
  • Ability to work within minimal but evolving design systems.
  • Experience with REST APIs, data modeling, and version control (Git).
  • Comfort reading through business process documents and translating them into system logic.
  • Self-directed problem-solving skills with high attention to detail.
  • Experience developing internal operations tools or admin dashboards.
  • Familiarity with managed services workflows (PSA, RMM, ticketing).
  • Light UX/UI experience and ability to work from wireframes or mockups.
  • Exposure to multi-tenant SaaS environments or analytics-focused platforms.

Why Framewerx

At Framewerx, our mission is to simplify the business of technology, and we start with our own tools. We value clarity, reliability, and real-world utility. If you care more about maintainability than flash, and if your best days are when complex systems finally click into place, this is your place.

Ready to Apply?

Start by completing our 5-minute Culture Index survey, then come back here to submit your resume.

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Our Application Process

Has two simple parts. A short Culture Index Survey, and your Resume submission. Both steps are important, and only applicants who complete both will be considered for open roles.

So, what’s the Culture Index Survey all about?

It’s not a test, we promise. The Culture Index Survey helps us understand your natural work style, personality traits, and what makes you tick. There’s no “correct” answer. Everyone is unique, and that’s exactly what we’re looking for.

The survey helps us find the best fit between you and the role, so you can thrive doing work that suits you best. It’s all about setting you (and us) up for long-term success, happier teams, and a stronger company culture.

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Virtual Chief Information Officer (vCIO)

About the Role

You’ve been the translator between tech and business — now it’s time to lead the conversation.

As a vCIO at Framewerx, you’ll work directly with our managed service clients to shape long-term IT strategy, build roadmaps, and guide key decisions that move their businesses forward. You won’t be solving tickets — you’ll be solving direction. You’ll build trust, align outcomes, and help our clients see technology as a growth lever, not just a cost center.

This is a senior strategic role. You’ll present to executives, map IT investments to business outcomes, and collaborate with internal teams to make sure every client plan turns into a clear, consistent reality. If you’ve got the people skills of a coach, the mindset of a planner, and the backbone of a leader — we’re ready for you.

  • Own IT strategy for assigned clients and serve as their primary strategic contact.
  • Build and maintain multi-year roadmaps aligned to standards and business priorities.
  • Develop client budgets and refresh plans in coordination with Finance and Sales.
  • Deliver quarterly business reviews focused on risk, performance, and direction.
  • Collaborate with TAMs and technical teams to ensure standards alignment.
  • Spot opportunities where technology can reduce risk, improve outcomes, or support growth.
  • Coordinate with Service Desk, Projects, and Sales to ensure smooth handoffs and consistent delivery.
  • 5+ years in a client-facing IT leadership role — vCIO, Technical Account Manager, or similar.
  • Strong track record translating business needs into actionable technology strategies.
  • Experience in managed services and familiarity with SMB environments.
  • Knowledge of standards-based delivery frameworks (e.g., TruMethods, alignment reviews).
  • Confidence in budgeting, strategic planning, and executive presentation.
  • Comfortable setting direction, managing expectations, and saying “no” with empathy.
  • Past experience leading steering committees, boardroom discussions, or multi-year tech plans.
  • Familiarity with tools like Autotask, IT Glue, and Lifecycle Insights.
  • Background in business continuity, risk assessment, or process design.

Why Framewerx

We believe IT should move business forward — and someone needs to lead the way. Our vCIO team isn’t here to sell tech or react to problems. We’re here to build alignment, drive outcomes, and earn trust through structure, clarity, and consistency. If you’ve spent your career making sense of the chaos — and you’re ready to lead others through it — this might be your next chapter.

Ready to Apply?

Start by completing our 5-minute Culture Index survey, then come back here to submit your resume.

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Professional Services Technician III

About the Role

You’re the one who steps in when the stakes are high and the plan still needs to get done right.

As a Professional Services Technician III at Framewerx, you’ll take the lead on major implementations — infrastructure, security, migrations, networking — and make sure every piece lands clean, on time, and on spec. You’ll be trusted to own your outcomes and support the team around you.

This isn’t just another technical role — it’s a seat at the table. You’ll shape standards, guide your peers, and lead by example. When the path forward is complex, you’ll bring clarity. When the pressure’s on, you’ll bring calm.

If you’ve been delivering high-impact work and are ready for a team that recognizes it — this is your next move.

Please note: This is an in-office position at our Acheson location. Remote work is not available for this role.

  • Own technical execution for complex client projects — servers, cloud, firewalls, networking.
  • Take the lead on assigned scopes and timelines with minimal hand-holding.
  • Guide and support Tier I and II teammates during project delivery.
  • Flag risks early and offer smart, practical fixes
  • Keep documentation clean, clear, and always up to date.
  • Collaborate with vCIOs, TAMs, and Project Managers to ensure success from kickoff to handoff.
  • Contribute to internal checklists, playbooks, and team-wide process improvements.
  • 5–8 years of project implementation experience with a 2-year technical diploma.

OR

  • 3–6 years of experience with a 4-year bachelor’s degree.

AND

  • 2+ years of senior-level or team lead experience in an MSP or IT project role.
  • Solid experience with servers, switching, M365, migrations, and firewalls.
  • Confidence leading project segments and coordinating across departments.
  • Consistency, structure, and a high bar for quality — even when no one’s watching.
  • Familiarity with Autotask, IT Glue, Datto RMM, and SentinelOne.
  • Experience developing technical standards or mentoring others.
  • A natural drive for finishing strong, cleaning up after yourself, and leaving the team better.

Why Framewerx

We’re not winging it — we build it right, together. At Framewerx, we believe in well-run projects, clear expectations, and teams that lift each other up. If you’ve been the steady hand in a chaotic environment, or the go-to tech when timelines shrink and quality still matters: we already speak the same language.

Ready to Apply?

Start by completing our 5-minute Culture Index survey, then come back here to submit your resume.

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Professional Services Technician I & II

About the Role

At Framewerx, we deliver projects that work the first time. As a Professional Services Technician, you’ll be on the ground implementing client infrastructure—hands-on with deployments, device rollouts, and system configurations that bring our designs to life.

You won’t just be installing tech. You’ll be making sure it fits, functions, and flows with the client’s environment. Whether it’s hardware, software, or network components, your job is to execute with precision and document it clearly. You’ll work closely with our Project Manager to ensure timelines are met, risks are surfaced, and handoffs are clean.

This is a technical field role with variety, autonomy, and meaningful impact.

This is an in-person role located at our Acheson location. Remote work is not available for this role

  • Deploy Technology: Install and configure hardware, software, and network devices per project scope.
  • Integrate with Precision: Ensure new infrastructure works smoothly within the client’s existing environment.
  • Test and Confirm: Validate functionality and document configurations before turning over to support.
  • Collaborate with Project Teams: Communicate progress, risks, and requirements to the Project Manager.
  • Document Everything: Capture configurations, diagrams, and installation notes to support smooth handoff.
  • Maintain Quality: Follow company standards, security protocols, and best practices throughout every install.
  • 3 to 5 years of hands-on experience in IT infrastructure implementation.
  • Experience with servers, switches, firewalls, and device deployments.
  • Strong troubleshooting and configuration skills across Windows environments.
  • Ability to follow detailed instructions while also thinking critically when issues arise.
  • Familiarity with network and system security best practices.
  • Confidence working independently on client sites and communicating clearly with stakeholders.
  • Experience in the MSP industry.
  • Certifications like CompTIA Network+, CCNA, or Microsoft equivalents.
  • Familiarity with scripting or automation tools used in deployment workflows.
  • Experience with PSA tools (e.g., Autotask) or project tracking systems.

Why Framewerx

In Professional Services, your work is visible, and it matters. Clients see the outcome, and teammates rely on the quality of your delivery. At Framewerx, we respect people who take pride in doing it right and owning the outcome. You will be supported by a team that values clarity, accountability, and technical craftsmanship.

Ready to Apply?

Start by completing our 5-minute Culture Index survey, then come back here to submit your resume.

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Outside Sales Lead

About the Role

You’ve built your pipeline, closed the deals, and earned the respect — now it’s time to lead the charge.

As an Outside Sales Lead at Framewerx, you’ll split your time between generating new business and leading our sales motion. You’ll keep a live pipeline of your own while coaching reps, refining our playbook, and keeping deal hygiene tight. This is a hands-on leadership role where results matter — yours and theirs.

You won’t be managing from the sidelines. You’ll be in the mix, helping shape our outbound motion, aligning with the executive team, and creating momentum that sticks. If you’re ready to lead by example and help build a sales team that wins together — this is your opportunity.

  • Build and maintain a personal sales pipeline — from outbound to close.
  • Lead by example in deal execution, communication, and CRM hygiene.
  • Coach and support other reps to improve activity, presentation, and results.
  • Guide the outbound strategy, sales process, and proposal standards.
  • Monitor team metrics, report on forecast and performance weekly.
  • Collaborate with vCIO, Marketing, and Leadership to ensure alignment.
  • Participate in hiring, onboarding, and training as the team grows.
  • 5+ years of B2B sales experience, ideally in IT services or consultative selling.
  • 2+ years of mentoring, team leadership, or formal sales management.
  • Demonstrated success closing deals in the $1k–$10k/month range.
  • Strong communication skills and executive presence.
  • Familiarity with CRMs (HubSpot, Salesforce, or equivalent).
  • High energy, self-driven, and able to work independently with purpose.
  • Experience launching outbound campaigns or refining sales process.
  • Comfort operating in a growing, lightly structured team.
  • Familiarity with KPI tracking, team reporting, and sales stage conversion metrics.

Why Framewerx

We’re building something steady, scalable, and strong. We don’t want hero reps — we want a team that plays to win, together. If you’ve got the drive to sell and the mindset to lead, you’ll find a home here. This is the next step for someone who’s not just a closer — but a builder, too.

Ready to Apply?

Start by completing our 5-minute Culture Index survey, then come back here to submit your resume.

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Outside Sales Representative

About the Role

You know how to open doors — and you’re not afraid to knock.

As an Outside Sales Representative at Framewerx, you’ll be the first point of contact for prospective clients, the voice that introduces our value, and the driver behind new opportunities. This isn’t a “wait-for-referrals” kind of sales role — it’s outbound, forward-moving, and built for people who thrive on making things happen.

You’ll meet with business owners, uncover pain points, and show them what’s possible when IT works the way it should. You’ll stay close to your pipeline, guide deals from spark to close, and work directly with leadership and delivery teams to set new clients up for success. If you love the thrill of a good first meeting and the clarity of closing strong — this one’s for you.

  • Prospect and pursue new business through outbound calling, networking, referrals, and events.
  • Conduct discovery meetings with owners, executives, and decision-makers.
  • Deliver clear, consultative sales presentations focused on business outcomes.
  • Manage deals from first contact through close using structured sales stages.
  • Collaborate with internal teams (vCIO, TAM, Leadership) to ensure smooth handoffs and alignment.
  • Keep CRM records current — contacts, notes, forecasts, and pipeline stages.
  • Report on activity, progress, and obstacles in weekly sales meetings.
  • 3+ years of B2B field sales experience, ideally in IT services, SaaS, or consultative roles.
  • A track record of building your own pipeline and closing net new business.
  • Strong presentation skills — confident in the boardroom and face-to-face.
  • High comfort working independently and managing your own outreach.
  • Familiarity with CRM systems like HubSpot or Salesforce.
  • Ability to travel regularly for client meetings throughout Alberta.
  • Experience in the MSP industry or technology services market.
  • Exposure to strategic sales frameworks or longer consultative sales cycles.
  • Comfortable discussing budgets, planning cycles, and return on investment.

Why Framewerx

We’re a team that believes in earning trust — and keeping it. Our sales process is straightforward, respectful, and focused on building partnerships that last. If you love opening conversations, closing new business, and helping clients understand why good IT isn’t optional anymore — we’d love to work with you.

Ready to Apply?

Start by completing our 5-minute Culture Index survey, then come back here to submit your resume.

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Inside Sales Representative

About the Role

You’re not afraid of a cold call—and you know how to turn one warm. As the Inside Sales Representative, you’ll be the first voice many of our prospects hear. You’ll drive outreach efforts across our target market, work a refined list of 250 warm leads (“Warm 250”), and help build early momentum in the sales pipeline. This is an activity-driven role, but it’s also human: it’s about knowing how to start a conversation, build rapport quickly, and spark interest that leads to discovery meetings.

You’ll work closely with our Sales and vCIO teams, stay plugged into campaigns, and deliver crisp handoffs so prospects transition smoothly through the funnel.

Please note: This is an in-office position at our Acheson location. Remote work is not available for this role.

  • Make daily high-volume outbound calls to targeted prospects.
  • Use CRM-integrated cadences and scripts for structured outreach.
  • Personalize messaging by researching accounts and key contacts.
  • Maintain and engage a 250-contact warm lead list.
  • Send relevant follow-ups and light touches to keep Framewerx top of mind.
  • Qualify prospects for fit and intent; schedule meetings with Outside Sales and vCIOs.
  • Record detailed call notes and update CRM with precision.
  • Provide weekly feedback on messaging, objections, and lead quality.
  • Participate in sales huddles, trainings, and alignment meetings.
  • 1–3 years of experience in outbound sales, SDR, or lead gen roles.
  • Confidence and comfort making cold calls to executive-level contacts.
  • Persistence and resilience in the face of rejection.
  • Familiarity with CRMs like HubSpot or Salesforce.
  • Clear written and verbal communication.
  • Experience in B2B, MSP, or IT services sales.
  • Exposure to Sandler, BANT, Challenger, or similar outbound frameworks.
  • Background in warm lead nurturing or multi-touch campaigns.

Why Framewerx

At Framewerx, we believe in meaningful conversations—not just numbers on a dashboard. But we also believe that activity matters. This role is for someone who knows how to stay structured, stay motivated, and stay curious. If you love getting things started and take pride in being the spark that moves the sale forward, you’ll fit right in.

Ready to Apply?

Start by completing our 5-minute Culture Index survey, then come back here to submit your resume.

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Client Account Manager

About the Role

You’re the one who keeps the relationship steady, the billing clean, and the clients confident.
As a Client Account Manager at Framewerx, you’ll handle the day-to-day relationship with our managed service clients. You won’t be selling net-new deals — you’ll be reinforcing value, managing pricing conversations, resolving service adjustments, and keeping communication flowing clearly and professionally.

You’ll partner with our vCIO team by handling the operational and financial touchpoints, so they can stay focused on strategy. You’ll be the one clients trust for answers — and the one we trust to keep the details sharp.

  • Communicate pricing updates, service changes, and contract modifications.
  • Manage non-strategic negotiations with clarity and empathy.
  • Maintain strong client relationships as the first stop for day-to-day questions.
  • Resolve and escalate billing, service, and contract issues as needed.
  • Document account updates, conversations, and risks in CRM and PSA systems.
  • Work closely with vCIOs, Sales, and Service Teams to ensure aligned execution.
  • 2–4 years of experience in client account management, inside sales, or customer success.
  • Confidence in leading client conversations with professionalism and warmth.
  • Strong written and verbal communication skills.
  • Attention to detail with contracts, pricing, and service structures.
  • Comfort navigating CRM, PSA, and ticketing systems.
  • Steady follow-through — you own the outcome and close the loop.
  • Familiarity with managed IT services or recurring service agreements.
  • Experience in HubSpot, Autotask, or similar platforms.
  • Exposure to service renewals, upsells, or retention-focused account management.

Why Framewerx

Our vCIOs focus on the future — our Client Account Managers make sure the present runs smooth. We believe clients stay confident when communication is clear, pricing makes sense, and changes are handled with care. If you’ve got a knack for keeping people informed, making tough conversations easier, and staying cool under pressure — we’d love to have you on our team.

Ready to Apply?

Start by completing our 5-minute Culture Index survey, then come back here to submit your resume.

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Service Desk Analyst III

About the Role

You’re the person others go to when things get stuck.

As a Service Desk Analyst III at Framewerx, you’ll handle escalations from the front line, coach your peers, and keep our standards sharp. You’ll resolve the tough tickets, bring calm to the chaos, and make sure our documentation is crisp and complete. You’re not here to rescue — you’re here to reinforce.

This is a lead-ready role. You’ll help onboard new staff, guide internal QA, and step into leadership coverage when needed. If you’ve been the quiet backbone of a team and are ready to show what structured, steady leadership looks like — this is the place to do it.

Please note: This is an in-office position at our Acheson location. Remote work is not available for this role.

  • Resolve complex support tickets escalated from Tier I and II.
  • Coach analysts on ticket clarity, triage, and resolution strategy.
  • Contribute to SOPs, knowledge bases, and internal QA.
  • Take the lead on service standards and documentation accuracy.
  • Monitor team workload and assist with queue coordination.
  • Backfill team leadership duties during absence or surge periods.
  • Help reinforce consistency, predictability, and professionalism across the desk.
  • A minimum of 5–8 years of IT support experience with a 2-year technical diploma,

OR

  • A minimum of 3–6 years of experience with a 4-year bachelor’s degree.

AND

  • At least 2 years of senior-level or team lead experience in a service desk or MSP setting.
  • Deep experience with PSA (Autotask), RMM platforms, and documentation systems.
  • Strong diagnostic and problem-solving skills.
  • Comfort working under pressure while maintaining structure and clarity.
  • High standards for documentation, ticket hygiene, and communication.
  • Experience in ITIL-based or metrics-driven support environments.
  • Background in process improvement, training, or QA.
  • Familiarity with tools like IT Glue, SentinelOne, or automation platforms.

Why Framewerx

We believe client confidence is earned by consistency. Our Service Desk is built on clear expectations, shared standards, and a team that has each other’s backs. If you’ve been the quiet expert on the team — the one who fixes things right and makes sure they stay fixed — we see you. And we’d like to work with you.

Ready to Apply?

Start by completing our 5-minute Culture Index survey, then come back here to submit your resume.

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Service Desk Analyst I & II

About the Role

You’re the first call when things go sideways — and the steady hand that gets them back on track.
As a Service Desk Analyst I or II at Framewerx, you’re not just troubleshooting. You’re delivering calm, competent support that reinforces trust in every interaction. You’ll classify, document, and resolve support issues across systems and tools, making sure our process is followed and our clients feel heard.

Analyst I roles focus on consistent execution and solid client communication. Analyst II team members step up with advanced troubleshooting, process refinement, and a mentorship mindset. Wherever you land on that spectrum, we’re looking for steady contributors who take pride in doing the basics right — every time.

Please note: This is an in-office position at our Acheson location. Remote work is not available for this role

  • Respond to client requests via phone, email, and portal with speed and professionalism.
  • Classify, prioritize, and resolve tickets in line with Framewerx standards.
  • Escalate issues clearly and thoroughly when outside your scope.
  • Maintain accurate time entries, work notes, and ticket hygiene.
  • Use PSA, RMM, and documentation platforms with discipline.
  • Contribute to SOPs and Knowledge Base content from resolved tickets.
  • Meet SLA timelines and reinforce process consistency.
  • Deliver a calm, competent user experience even when things get noisy.

Tier I:

  • 5–8 years of IT support experience with a 2-year technical diploma

OR

  • 3–6 years of experience with a 4-year bachelor’s degree

Tier II (In addition to Tier I):

  • 2+ years of successful performance at Framewerx

OR

  • Certification in one or more of the following:
    • Microsoft 365 (MS-900, MD-102)
    • Kaseya (KCP or RMM-focused)
    • CompTIA (A+, Network+, HDI-SCA)

 

General Expectations:

  • Comfortable working across multiple platforms in a fast-paced queue.
  • Solid diagnostic skills and consistent follow-through.
  • Strong communicator — brief, clear, and client-aware.
  • A mindset focused on reliability, documentation, and accountability.
  • Experience in an MSP or SLA-based support environment.
  • Familiarity with Autotask, Datto RMM, and IT Glue.
  • Past contribution to documentation or internal training.
  • Background in QA or metrics-based process improvement.

Why Framewerx

We don’t chase chaos — we design against it. Our Service Desk team is built on consistency, documentation, and support that sticks. If you’re the kind of person who thrives on predictable rhythms, cares about getting the details right, and brings a little calm to every client interaction — you’ll fit right in.

Ready to Apply?

Start by completing our 5-minute Culture Index survey, then come back here to submit your resume.

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Inventory Management

Inventory Count Tool

Enhance inventory auditing and future reconciliation efforts with a versatile mobile and web-based application.

  • Inventory data interoperability between web and mobile applications
  • Inventory snapshot creation and manipulation
  • Offline compatible
  • Employee to inventory traceability
  • Barcode scanning via scanner and camera
  • Bluetooth compatible
  • Cycle counting
  • Single Sign On enabled authentication
  • Customer Inventory management

Fabrication & Progression Management

Shopwerx

Efficiently oversee and optimize the fabrication process of steel components, meticulously tracking and managing the progression of fabrication tasks from staging, prep assembly, welding, QAQC, all the way to shipping.

  • Intelligent workflow automation to streamline the fabrication process
  • Statusing and progression of each fabrication task
  • Tools to plan and allocate resources, such as materials, equipment, and manpower, based on project requirements and task priorities
  • Mobile-friendly features that allow on-the-go access to task updates, collaboration tools and notifications
  • Real-time labor utilization monitoring
  • Integration of quality control processes
  • Change order reporting
  • Finished barcode material
  • Pre-built shipping
  • QA/QC notes
  • Timesheet integration and approvals
  • Single sign on and geotagging