Ongoing Support Manager
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Job Description
Ongoing Support Manager leading the support team at Accordant with a focus on client experience and service quality. Managing support delivery and ensuring consistent service levels.
Responsibilities:
- Ensure support requests are handled efficiently, accurately, and in alignment with service expectations
- Monitor support queues, workloads, and response times to maintain consistent service levels
- Lead, coach, and support a team of Ongoing Support Consultants
- Set clear expectations around support quality, time management, and client communication
- Help ensure support work stays within defined scope, escalating potential scope concerns appropriately
- Contribute to the development and maintenance of internal documentation, workflows, and knowledge base resources.
Requirements:
- 3+ years of experience in a client-facing support or consulting role
- Prior experience mentoring, coaching, or leading team members (formal people management experience preferred but not required)
- Strong troubleshooting and problem-solving skills in a professional services environment
- Working knowledge of managed services or ongoing support delivery models
- Ability to manage competing priorities while maintaining service quality
- Strong written and verbal communication skills with clients and internal stakeholders.
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