Client Support Manager
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Job Description
Client Support Manager overseeing daily operations and ensuring service delivery for Client Support team. Leading a metrics-driven approach to improve client satisfaction at Skynet Innovations.
Responsibilities:
- 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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