Role Overview

Own daily operations of the assigned Client Support team, including ticket flow, queue management, prioritization, scheduling, and shift coverage
Ensure services are delivered consistently in accordance with established processes, SLAs, and standards
Monitor and manage escalation workflows with proper documentation and routing
Oversee dispatch effectiveness in partnership with Client Support Coordinators
Own service performance metrics, including SLA attainment, ticket aging and backlog health, first-contact resolution, reopened ticket rates, and client satisfaction (CSAT)
Provide reporting and operational insights, identifying trends, risks, and corrective actions
Manage Client Support Coordinators, Supervisors (where applicable), and Analysts
Conduct regular team meetings and 1:1s
Set clear expectations for performance, professionalism, and adherence to process
Lead hiring, onboarding, performance reviews, compensation recommendations, and disciplinary actions
Drive career development planning and visibility into growth paths
Identify skill gaps and coordinate training and certification opportunities
Foster a culture of accountability, collaboration, and client-centered service
Own the client experience across the assigned team
Serve as the operational escalation point for service delivery issues
De-escalate client situations, communicate accountability, and restore confidence
Participate in client meetings for operational reviews and escalations
Use data to guide staffing decisions and workflow improvements
Identify opportunities to reduce inefficiencies and improve client experience
Enforce and maintain service delivery processes and standards within the PSA
Monitor team utilization and workload balance
Partner with leadership on contract-level profitability and corrective actions
Coordinate with Support Escalation teams for effective ticket handoffs
Partner with Project Delivery on client onboarding transitions
Collaborate with Infrastructure & Security Operations on cross-functional issues
Work with other Client Support Managers to align standards and share best practices

Requirements

3+ years of experience in IT service delivery operations
At least 2 years in a management or team leadership role
Strong analytical skills with the ability to interpret service metrics and drive decisions
Proven ability to manage process-driven teams and enforce standards
High emotional intelligence with the ability to coach and lead under pressure
Experience with PSA platforms (ticketing, scheduling, SLA tracking, reporting)
Working understanding of managed IT services and service desk operations
Excellent communication and organizational skills

Benefits

9 paid holidays
401K Retirement with matching contributions
Excellent medical, vision and dental insurance
Life insurance and disability insurance
Cell phone stipend
3 weeks PTO

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Management

Client Support Manager