IT Client Services Manager-Onsite

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.