Your role.

Your work will include, but not be limited to:

• Lead and supervisethe staff consultants, ensuring timely and effective issue resolution.
• Serve as the primary point of contactfor assigned clients, fostering strong relationships and delivering exceptional customer service.
• Oversee technical service deliveryto clients, ensuring SLAs are met and high-quality support is consistently provided.
• Collaborate with internal Managed IT team members and our clientsto design and implement customized managed service solutions that meet clients' goals and expectations.
• Conduct regular meetings and check-inswith clients to provide updates, review service performance, and address any concerns.
• Provide technical guidance and expertiseto the team, assisting with complex technical issues and escalations.
• Drive continuous improvement initiativesto enhance service delivery processes and increase client satisfaction.
• Manage client projectsfrom initiation to completion, ensuring successful implementation of managed services and technology solutions.
• Develop and maintain technical documentationstandards, knowledge base articles, and standard operating procedures.
• Stay updated on industry trendsand emerging technologies to ensure the service desk remains at the forefront of technical support.

The qualifications.

• Bachelor's degreein Computer Science, Information Technology, Business, Marketing, or a related field.
• Proven experience(typically 5-10 years) in technical support, service desk roles, or account management within the IT services or managed services industry.
• Strong technical knowledgeof desktop operating systems, hardware, software applications, networking concepts, and various IT domains.
• Excellent leadership and team management skills, with the ability to motivate and inspire team members.
• Exceptional problem-solving and analytical abilitiesto handle complex technical issues and escalations.
• Excellent communication and interpersonal skills, with the ability to interact with clients and colleagues at all levels of the organization.
• Ownership-centric mindsetwith a focus on delivering high-quality service and maintaining client satisfaction aligning with the firm and consulting expectations.
• Proficiency in CRM softwareand account management tools to manage client relationships and track interactions.
• Knowledge of IT service management frameworks(e.g., ITIL) and best practices.
• Technical certifications(e.g., PMP or CompTIA Project+) and IT certifications (e.g., CCNA, MCSE, AWS, CompTIA Security+) are advantageous.
• Ability to lift and transportmoderately heavy objects, such as computers and peripherals.
• Local and domestic travelwill be required, on occasion.

This is an exempt position, so you may have to work hours that exceed the standard 40-hour work week.