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.  

We are pleased to offer eligible staff a robust benefits package. Eligibility and contribution requirements for some of these benefits vary based on the number of hours staff work per week. Highlights include health, dental, vision, disability, and life insurance. In addition to this, eligible staff are able to take advantage of our Flexible Time Off and various pre-determined holidays, as well as a 401(k) plan, flexible benefits plans, business-related travel expense, lodging, and meal reimbursement for business-related use. A pension plan is also available for eligible administrative and paraprofessional staff. A discretionary bonus plan is available for eligible staff. Plante Moran also offers some contingent staff positions the option to elect health insurance in addition to limited paid sick time.

The compensation range reflects the base salary we reasonably expect to pay for this position across our offices in the following regions: CO, IL, OH, and MA. Please review theposition description for theapplicable geographic location. Generally, experienced hires are not hired at or near the maximum salary range, as compensation decisions take into account a wide variety of factors, including but not limited to: responsibilities, education, experience, knowledge, skills, and geography. For early career roles, including campus hires, we offer standardized, market-based starting salaries among individuals within the same hiring group. This approach ensures fairness and reflects current industry benchmarks for entry-level talent.

The compensation range for this role in CO, IL, OH, and MA is: $110,500-$130,000

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