Manager of Technical Support Services - IT Consulting

Manager of Client Support Services

We are seeking a skilled and motivated Manager of Client Support Services to join our team. In this role, you will lead our client support teams driving proactive and reactive client service efforts. This pivotal role will be instrumental in working with the teams to troubleshoot issues, resolve challenges, and ensure overall client satisfaction. We are looking for someone who has demonstrated success in a similar capacity within an MSP or MSSP, and possesses experience developing, motivating, and managing proactive and reactive support teams.

Responsibilities:

• Lead and manage a team of proactive and reactive support technicians.
• Provide guidance, coaching, and support to ensure high performance and productivity.
• Act as a technical escalation point for complex issues, working closely with team members to troubleshoot and resolve challenges in a timely manner.
• Develop and maintain strong relationships with clients, serving as a trusted advisor and advocate for their needs and concerns.
• Monitor key performance indicators (KPIs) and metrics to assess team performance and identify areas for improvement.
• Implement training programs and initiatives to enhance the technical skills and knowledge of team members.
• Ensure compliance with service level agreements (SLAs) and other contractual obligations with clients.

Requirements:

• 5+ years of experience in a technical support role, preferably with an MSP or MSSP.
• Proven experience managing and leading support teams, including developing and motivating team members.
• Excellent communication skills, both written and verbal, with the ability to communicate technical concepts to non-technical audiences.
• Strong problem-solving skills and the ability to thrive in a fast-paced, dynamic environment.
• Experience with industry utilized PSA & RMM tools such as N-Able, and or Connectwise.
• Relevant industry certifications from mainstream vendors such as Cisco and Microsoft.

Benefits:

• Competitive Salary package with performance-based incentives.
• Opportunities for career advancement and skill development.
• Medical, Dental, 401k Benefits.
• Hybrid work environment

Additional Details

• Position location: Shelton, CT
• Full Time (M-F 8:30-5:30)

Join our team and be part of a growing organization where your contribution is valued, and your potential limitless. Apply now to take the next step in your career journey!