Manager of Client Support

3 weeks ago

New York, United States Abacus Group LLC Full time

Job Summary:

As the Manager of Client Support, your team handles tickets and day-to-day IT issues related to supporting clients on the Abacus platform. You will work closely with System Administrators and Onsite Technicians by serving as a point of escalation and providing coaching and feedback for team members when/where possible. You will liaise with other Managers within the Support Team, Client Support Engineering team, and various levels of management to resolve client issues.

Responsibilities (including, but not limited to, the following):

* Responsible for managing the day-to-day performance and accountability for Onsite Support and System Administration teams.
* Execute the overall client support strategy and drive team and individual performance through metrics, reporting, and client feedback.
* 80% management of personnel and 20% technical escalation management
* Manage and coach 8-12 direct reports through knowledge sharing and implementing best practices in day-to-day activities.
* Must attend a weekly manager meeting and be able to provide feedback about their team along with a bi-weekly check-in with direct reports to review performance and provide coaching opportunities as needed.
* Conduct routine QA checks on open/closed client tickets.
* Responsible for creating and managing technician schedules to ensure maximum coverage levels are met across the support organization.
* Review/approve payroll timecards for any hourly employees that submit hours worked for payroll purposes (ensure accuracy and details for invoicing and payroll).
* You must be able to work outside of your scheduled hours should the need arise and participate in on-call rotation with other managers.
* Manage client portfolios.
* Conduct Mid-Year and End-of-year reviews of direct reports and other reviews that may occur.
* Highly involved in the hiring process for remote and onsite employees.

Skills:

* Fundamental knowledge of client/server, Active Directory and Operating system technologies to identify and correct issues in client computer systems.
* Strong technical skills in the following areas:
* Create/Manage Active Directory accounts, groups & permissions.
* DUO
* VMware/vSphere
* Mimecast
* Proofpoint
* MFA
* Citrix XenApp
* Citrix Director
* Office 365 Administration
* Active sync, Intune
* Cisco Meraki
* Troubleshoot hardware (video cards, USB & peripheral devices, drivers, etc.)
* Self-motivated and detail-oriented
* Excellent communication (oral and written), organizational, and presentation skills.
* Experience with common data analysis and visualization tools, including experience with MS Excel.
* Ability to work independently and efficiently to meet deadlines.
* Ability to assess and prioritize work in a fast-paced environment.
* Ability to manage resources both laterally & vertically.

Qualifications:

* 5+ years IT support experience in a relevant field.
* 2+ years experience managing a team.
* Bachelor's degree preferred.
* Reports to the NYC office 3 days per week.
* ITIL certification required.
* Technical certifications and training a plus.
* MSP experience preferred.
* Ability to travel to US regions at least once a quarter and as needed.
* Experience with metrics, reporting, and SLA management.
* GREAT ATTITUDE, team player, always willing to pitch in and take on new tasks.
* Proactive/flexible nature - if you see something that can be improved, suggest it
* Must be responsive and communicative inside and outside of the office via email/phone.

The Benefits of Working for Abacus

* Exposure to a diverse array of technologies
* Part of a team of experienced technicians that aim to deliver exceptional services.
* Competitive compensation
* Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO
* Opportunities to further technical education through Employee Certification Program
* Positive, friendly, supportive office environment
* Workplace perks such as healthy snacks, wellness programs, and fun events

Salary: 120-140k DOE

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