Client Operations Manager & Senior Support Engineer

Job Overview:
The Client Operations Manager & Senior Support Engineer will play a dual role in ensuring client satisfaction and managing technical operations. This individual will oversee the work of the technical team, ensure client happiness, handle escalated technical issues, and take ownership of non-technical client matters. With a focus on delivering high-quality service, this role is critical for ensuring smooth day-to-day operations and achieving long-term success as the company grows. Over time, this role will transition into a full-time Delivery Manager or Operations Manager position as the team and client base expand.

Key Responsibilities:

Client & Team Coordination:

• Serve as the point of contact for non-technical issues and escalations, ensuring client satisfaction.
• Oversee and manage the Service Delivery Team, including Junior & Senior Helpdesk Engineers and trusted contractors, to ensure tasks are completed efficiently and effectively.
• Communicate important information to clients, including updates on service offerings, downtime, or holiday schedules.
• Monitor ongoing projects to ensure they meet client expectations and requirements while keeping communication open with clients about their status.

Escalation Management & Technical Support:

• Handle escalated helpdesk tickets from the Service Delivery Team, providing remote troubleshooting and support for complex technical issues.
• Deliver exceptional remote hardware maintenance and software support for clients, resolving issues promptly.
• Collaborate with the technical team to evaluate, test, and roll out new technologies and services to clients.
• Willingness to go onsite as needed for client installs or troubleshooting.
• Manage client documentation, ensuring it is current and accurate in the ticketing system.

Service Management & Optimization:

• Use the PSA (Professional Services Automation) and RMM (Remote Monitoring & Management) tools to track service delivery, automate processes, and monitor technical activity.
• Identify areas for process improvement and work with the technical team to implement changes that enhance efficiency and client satisfaction.
• Schedule and manage patching, updates, and monitoring to ensure system stability and reliability for clients.

Leadership & Mentorship:

• Lead, mentor, and provide guidance to the Service Delivery Team, offering coaching and development opportunities to both junior and senior members.
• Create and maintain Standard Operating Procedures (SOPs) to guide the technical team and ensure consistency in service delivery.

Risk Management & Reporting:

• Identify potential risks to client satisfaction and company operations, communicating these risks to the leadership team with proposed mitigation strategies.
• Provide regular reports on Key Performance Indicators (KPIs) such as client satisfaction, team efficiency, and ticket resolution times.
• Ensure that root cause analyses are conducted for both technical and business issues, with solutions implemented to prevent future occurrences.

Required Skills and Experience:

• Proven experience in IT Managed Services, technical support, and team management.
• Expertise in troubleshooting complex technical issues, particularly within Microsoft 365 and other business applications.
• Proficient in using PSA and RMM tools to manage technical teams and client issues.
• Excellent communication skills with the ability to balance technical knowledge with client service.
•  Strong leadership qualities with experience mentoring and guiding a technical team.
• Advanced understanding of networking, operating systems, and hardware.
• A proactive approach to solving problems and delivering an exceptional client experience.
• Willingness to continue education in the tech field to stay current with industry techniques and take certification tests deemed necessary by the company.

Nice to Have:

• Certifications such as Microsoft MCP, MCSA, MCSE, ITIL, or similar.
• Experience working with Managed Service Providers (MSPs) or IT Support businesses.
• Familiarity with Helpdesk habits and processes for ensuring client satisfaction.
• Resource planning experience and the ability to strategize for long-term growth.