Client Services Manager

We are seeking a dynamic, fast-paced Client Services Manager with a strong IT background to bridge the gap between technical execution and relationship management. This head on a swivel role is designed for a professional who thrives in a chaotic, multi-department environment, balances exceptional client communication with hands-on ticket management, and can confidently evaluate a client's physical and logical tech landscape.
You will split your time between our client's office and their client sites roughly twice a week. The vast majority of our client base (90%) is on Long Island, with occasional travel (10%) to NYC, Connecticut, and New Jersey.
** Key Responsibilities **
- Manage and foster direct relationships with business clients, serving as their trusted point of contact and ensuring top-notch communication regarding their IT needs.
- Conduct technical site surveys at client locations to audit their current infrastructure, making strategic technical recommendations and building deployment plans for leadership to generate accurate quotes.
- Oversee and actively handle escalated service tickets, troubleshooting issues when necessary to maintain service level agreements.
- Provide technical guidance, mentorship, and escalation support to lower-level technicians when they require assistance.
- Coordinate and assist with hands-on deployment oversight for core projects, including server installations/migrations, Microsoft 365 migrations, firewall setups, and wireless networking.

Required Skills

- Five (5)+ years in Information Technology
- Managed Service Provider (MSP) background is required; alternatively, could consider a proven track record managing client services across multiple external corporate departments or multi-site offices is required.
- Strong technical foundation with hands-on exposure to server installations/migrations, Microsoft 365 cloud migrations, firewall deployments, and wireless networking.
- Proven experience performing on-site technical site surveys and infrastructure assessments.
- Exceptional communication and client-facing service skills, with the ability to handle hectic environments smoothly.
- Experience navigating ticketing systems, with ConnectWise familiarity being a distinct plus.