Client Services Manager

Dresner Group; Columbia (MD); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive salaries

Generous vacation plan

Job summary

Dresner Group, located in Columbia, Maryland, seeks a hands-on manager for their Client Support team. This dynamic role involves managing support technicians and ensuring quality service delivery across multiple client interactions. Candidates should have management experience of 3-5 years and possess excellent communication skills.

The ideal candidate will be proactive and service-oriented, eager to lead and enhance team performance while engaging directly with clients to provide exceptional support.

Qualifications

• Minimum of 3-5 years of management experience.
• Experience with managed service providers or similar organizations.
• Willingness to work evenings and weekends occasionally.

Responsibilities

• Manage the Client Support team and triage support requests.
• Develop baseline support metrics with management team.
• Ensure efficient and timely support on a 24x7x365 basis.
• Coordinate training requirements of helpdesk personnel.

Skills

Management Experience

Problem-Solving Skills

Communication Skills

Leadership Abilities

Service Orientation

Education

Bachelor's degree in business, communications, or a closely related field

Job description

Founded in 2002 to provide quality IT advisory, implementation, and management services to the SMB marketplace, Dresner Group has since helped several hundred organizations realize the value of a properly managed IT environment. Since our conception, we have continued to offer experienced professionals and expertise coupled with superior customer service. Today our clients reside in Maryland, Washington DC, Pennsylvania, Delaware, Ohio, Virginia and North Carolina.

We envision our company as a regional leader in the information technology marketplace and strive to become recognized and respected as the premier provider of information technology solutions, consultative services, and support services to small and medium-size businesses. The growth and profitability of our company will be fueled by an intense focus on providing excellence and on fostering complete and customized IT experiences for our clients in a cost-effective manner.

Dresner Group provides a full range of IT services including:

• On-site Services
• Help Desk, 24x7x365
• IT Consulting Services

Job Description

This position is a multi-faceted and dynamic opportunity for a hands‑on manager that is looking to be involved in all aspects of technology & service delivery, while managing a team of support technicians. The individual should be a detail and process oriented person, as well as possess solid problem solving skills. In addition, the individual must have excellent verbal and written communication skills to keep our clients, management, and other CST's informed.

Job Responsibilities

• Manage the Client Support team, triaging of support requests, and ticket queues.
• Scheduling of support and preventative maintenance tickets
• Work with management team to develop baseline support metrics
• Deliver and exceed on all team performance targets
• Maintain and monitor quality service levels
• Improve productivity by highlighting deficiencies and recommending change in tools, training, processes, and reporting
• Facilitate customer resolution for escalated calls and engage the necessary technical support
• Responsible for assuring clients are provided efficient and timely support on a 24x7x365 basis
• Performs staff scheduling to ensure helpdesk coverage during normal business hours and on‑call support as required
• Manages the client support staff including consultation on performance evaluations, promotions, hiring, and disciplinary actions
• Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until the permanent solutions are found
• Coordinates training requirements of helpdesk personnel

Qualifications

Preferred Working Experience

• Minimum of 3-5 years of management experience
• Relative working experience with managed service providers or similar organization.
• Demonstrated leadership abilities and achievement orientated

Required

• Bachelor's degree in business, communications, or a closely related field.
• Willingness to work evenings and weekends on occasion.

Characteristics

• Enthusiastic about working in a fast‑paced and ever evolving environment.
• Enjoy working with existing clients and eager to engage in new client opportunities.
• Service oriented attitude - will do what it takes to get the job done right.
• A spirit of perpetual learning, identifying new technologies as they emerge and becoming an expert in them.
• A passion for sharing information to the team and clients.
• Proven leader who can successfully manage the client support team

Additional Information

Dresner Group offers excellent compensation and benefits, including competitive salaries and a generous vacation plan.

All your information will be kept confidential according to EEO guidelines.