What are the responsibilities and job description for the Manager - Client Services Manager position at Progression, Inc.?
Client Services Manager
Rockville. MD
Pay From : $130,000-150,000 per year
MUST :
Experienced Client Services Manager
5 years' experience providing service delivery oversight and client engagement in IT services (preferably within an IT Managed Service Provider
4 years experience in IT management (preferred)
2 years in leadership or supervisory role
Experience working cooperatively in a team environment with other support groups via phone calls, email, and messaging chat tools
Experience of managing the work of others, able to set goals and KPIs, measure performance against KPIs and take appropriate action to correct poor performance.
Excellent communication (verbal and written), interpersonal business management, time management, and developmental skills, comfortable working with C-suite executives in a consultative fashion
Strong technical troubleshooting, problem solving and diagnostic skills
Technical support experience in an IT Services capacity.
Technical Sales experience in IT Services or IT Managed Services Provider (MSP)
Service Delivery Management experience in a Managed Services Provider (MSP)
ITIL v4 Foundations Certification (preferred)
BS / BA degree required, BS / BA in Information Technology or Business disciplines (preferred)
DUTIES :
Provide day-to-day management, guidance and mentorship to the CSM and CSA teams.
Develop and maintain the CSM delivery framework encapsulating policy, processes and procedure.
Develop and maintain standardized delivery documentation and deliverables for client solution implementation and ongoing delivery.
Manage CSM and CSA team members' performances through scheduled reviews, formal planning and goal setting and provide leadership and guidance for professional development.
Provide workload management for the team to ensure that inbound work is distributed to enable efficient response / action and work is distributed equitably across the team.
Monitor report and action on Key Performance Indicators for CSM and CSA team's performance, both at a team and an individual level.
Evaluate and assess delivery performance metrics, derive actions and plans based on analysis, provide upstream reporting and analysis on CSM and CSA teams performance and quality.
Develop and maintain an extensive working knowledge of solutions and managed
services offerings.
Perform miscellaneous job-related duties as assigned.
Progression Inc. is an affirmative action / equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, or status as an individual with a disability. #INDPRO
Salary : $130,000 - $150,000
