What are the responsibilities and job description for the IT Client Services Manager-Onsite position at Jobs via Dice?
Dice is the leading career destination for tech experts at every stage of their careers. Our client, Elite Technical, is seeking the following. Apply via Dice today!
Job Description
We are seeking a Client Services Manager to lead our clients field support technical team in Ronkonkoma (Long Island). This is a FTE position with our customer, and is 100% onsite.
You will be the bridge between technical operations and client satisfaction, ensuring tickets are resolved efficiently while maintaining high standards of accountability. The Client Services Manager is a key customer-facing leader responsible for maintaining strong relationships with clients, ensuring high service quality, and coordinating day-to-day operations across the service desk. This role is both strategic and hands-on: you''ll handle client communications, monitor ConnectWise performance metrics, and work closely with technicians to resolve issues quickly and proactively.
Core Responsibilities:
Ticket Coordination: Oversee the ConnectWise dispatch and escalation process to ensure timely resolution. Monitor ConnectWise ticket queues, SLAs, escalations, and overall service performance
Team Leadership: Manage a team of technicians, providing guidance on complex technical roadblocks to ensure customers expectations are met with -white glove- customer support
KPI Management: Develop, track, and report on internal technician metrics (resolution time, utilization, and CSAT).
Client Relations: Act as the primary point of escalation for clients to ensure white-glove service via email, phone and rare onsite meetings with the customers (1x per QTR)
Timekeeping Oversight: Review and approve internal technician time entries for accuracy and billing compliance.
Required Skills And Experience
Deep experience using ConnectWise PSA for ticket workflows and reporting.
4 years managing technical staff in an MSP or corporate environment (if corporate env., must have support multiple departments). Career progression from hands-on technical to managerial is preferred for IT understanding
Strong understanding of common SMB technologies: Microsoft 365, networking basics, endpoint security, backups, etc.
Experienced in managing incoming client service tickets, from inception to final delivery, to ensure complete customer satisfaction.
Communication Skills: Ability and willingness to speak with external clients with pristine customer service tactics via email and phone. Ability to translate technical content into clear updates for non-technical stakeholders.
Analytical Mindset: Comfortable using data to identify bottlenecks and improve team performance.
Organization: Expert-level multitasking to juggle active incidents and long-term team goals.
Job Description
We are seeking a Client Services Manager to lead our clients field support technical team in Ronkonkoma (Long Island). This is a FTE position with our customer, and is 100% onsite.
You will be the bridge between technical operations and client satisfaction, ensuring tickets are resolved efficiently while maintaining high standards of accountability. The Client Services Manager is a key customer-facing leader responsible for maintaining strong relationships with clients, ensuring high service quality, and coordinating day-to-day operations across the service desk. This role is both strategic and hands-on: you''ll handle client communications, monitor ConnectWise performance metrics, and work closely with technicians to resolve issues quickly and proactively.
Core Responsibilities:
Ticket Coordination: Oversee the ConnectWise dispatch and escalation process to ensure timely resolution. Monitor ConnectWise ticket queues, SLAs, escalations, and overall service performance
Team Leadership: Manage a team of technicians, providing guidance on complex technical roadblocks to ensure customers expectations are met with -white glove- customer support
KPI Management: Develop, track, and report on internal technician metrics (resolution time, utilization, and CSAT).
Client Relations: Act as the primary point of escalation for clients to ensure white-glove service via email, phone and rare onsite meetings with the customers (1x per QTR)
Timekeeping Oversight: Review and approve internal technician time entries for accuracy and billing compliance.
Required Skills And Experience
Deep experience using ConnectWise PSA for ticket workflows and reporting.
4 years managing technical staff in an MSP or corporate environment (if corporate env., must have support multiple departments). Career progression from hands-on technical to managerial is preferred for IT understanding
Strong understanding of common SMB technologies: Microsoft 365, networking basics, endpoint security, backups, etc.
Experienced in managing incoming client service tickets, from inception to final delivery, to ensure complete customer satisfaction.
Communication Skills: Ability and willingness to speak with external clients with pristine customer service tactics via email and phone. Ability to translate technical content into clear updates for non-technical stakeholders.
Analytical Mindset: Comfortable using data to identify bottlenecks and improve team performance.
Organization: Expert-level multitasking to juggle active incidents and long-term team goals.