Client Support Manager - Remote

Overview

The Client Support Manager (CSM) provides day-to-day operational leadership of an assigned Client Support team, ensuring service delivery performance and client satisfaction.

In Short

• Manage daily operations of the Client Support team.
• Ensure consistent service delivery in accordance with SLAs.
• Monitor ticket lifecycle and team performance metrics.
• Lead and develop team members for performance improvement.
• Handle client escalations and improve client experience.
• Use data to drive operational efficiency and continuous improvement.
• Coordinate with cross-functional teams for effective service delivery.
• Conduct regular team meetings and performance reviews.
• Foster a culture of accountability and client-centered service.
• Participate in client meetings for operational reviews.

Requirements

• 3+ years in IT service delivery operations.
• 2+ years in a management or leadership role.
• Strong analytical and decision-making skills.
• Experience with PSA platforms and managed IT services.
• Excellent communication and organizational skills.
• High emotional intelligence and ability to lead under pressure.
• Familiarity with ITIL principles is preferred.
• Experience managing distributed teams is a plus.

Benefits

• 9 paid holidays.
• 401K with matching contributions.
• Medical, vision, and dental insurance.
• Life and disability insurance.
• Cell phone stipend.
• 3 weeks PTO.
• Collaborative work environment.
• Opportunities for training and certifications.
• Career growth opportunities.
• Supportive company culture.