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Technology should enable your business, not dictate it
Client Support Manager
Location
Ohio
Posted
71 days ago
Salary
0
Seniority
Senior
Job Description
Client Support Manager
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
Job 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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Traveling with MchailaApplicants must be citizens of the United States, United Kingdom, Australia, Spain, Mexico, or LATAM regions.
We're looking for a proactive and detail-oriented Client Support Liaison to serve as a key point of connection between clients and internal teams, ensuring requests are handled efficiently and communication remains clear throughout each stage of the process. This fully remote opportunity is ideal for someone who enjoys supporting others, staying organized, and keeping workflows running smoothly. In this role, you'll use structured systems, tools, and training to assist with client coordination, track updates, and help maintain a seamless experience. You'll work independently while ensuring accuracy, professionalism, and consistency in every interaction. What You'll Do: Act as a liaison between clients and internal teams to support ongoing requests Respond to client inquiries and provide clear, accurate information Coordinate schedules, updates, and task progress across workflows Track outstanding items and follow up to ensure timely completion Maintain organized digital records and client documentation Support smooth communication and a positive overall client experience What We're Looking For: Strong communication and interpersonal skills Ability to manage multiple tasks and stay organized Experience in customer service, coordination, or administrative support (preferred, not required) Comfortable working independently in a remote environment Detail-focused, reliable, and proactive Tech-savvy and able to quickly learn new systems Must be a citizen of the US, UK, Australia, Mexico, Spain, or LATAM Why This Role Stands Out: Fully remote flexibility Structured onboarding and ongoing support Clear systems and workflows designed for success Opportunity to build valuable client support and coordination skills Supportive and collaborative team environment


