Skynet Innovations

• 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