Client Support Manager

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