Onsite Support Manager

Worldwide TechServices; San Diego (CA); On-site; USD 90,000 - 125,000; Full time

Job summary

Worldwide TechServices is seeking an Onsite Support Manager to oversee client relationships and contract performance across assigned sites. You will manage service delivery, ensure SLAs and KPIs are met, and lead a team of technicians and coordinators.

The role emphasizes project oversight, revenue growth, and rigorous client communications. The position requires a Bachelor’s degree with 3–5 years of experience in IT service delivery and excellent communication and organizational skills.

Qualifications

• Bachelor’s degree plus 3–5 years of experience or equivalent
• Experience with IT service delivery
• Knowledge of relevant technical software
• Excellent written and verbal communication skills
• Excellent customer service skills
• Excellent organizational skills
• Excellent interpersonal skills
• Ability to oversee planning, organization, development, and implementation of projects and services
• Ability to maintain professionalism with clients

Responsibilities

• Manages and understands client needs and expectations
• Provide and track deliverables based on contract, statement of work and solution designs
• Responsible for meeting Service Level Agreements, Key Performance Indicators and internal goals
• Manages formal customer complaints for root cause and quick resolution
• Ensure compliance of all aspects of contracts
• Manage and own the daily operations of the sites assigned
• May manage multiple sites and personnel
• Responsible for program financial activities and growth through projects
• Develop and manage project timelines and budgets based on milestones
• Identify process improvement and optimization opportunities
• Prepare and present client reports and briefings to management
• Maintain communication between client and field service organization to ensure quality service
• Facilitate weekly and monthly customer satisfaction reviews

Skills

IT service delivery

Communication skills

Customer service

Organizational skills

Interpersonal skills

Project management

Education

Bachelor's degree

Tools

Project management software

Job description

Onsite Support Manager Worldwide TechServices is a global leader in delivering technology services and solutions to the world’s most demanding clients. Headquartered in Tewksbury, MA we provide infrastructure and professional services to the world’s leading technology providers, outsourcers, large and small businesses, and consumers. The Onsite Support Manager position is responsible for managing a positive relationship and active contracts between WWTS and client. Oversees the establishment of procedures and customer service polices to maintain high standards and ensure quality customer service. Grows and develops client relationships to ensure the growth of revenue. Manages staff. The Service Delivery reports to the Program Manager or Director. Due to government contract requirements, U.S. Citizenship is required for this position.

Responsibilities:

• Manages and understands client needs and expectations
• Provide and track deliverables based on contract, statement of work and solution designs
• Responsible for meeting Service Level Agreements, Key Perfomrance Indicators and internal goals
• Manages formal customer complaints for root cause and quick resolution
• Manages formal process to address customer complaints for root cause and quick resolution
• Ensure compliance of all aspects of contracts
• Manage and own the daily operations of the sites assigned
• Manages multiple technicains, coordinators, and other personnel as assigned
• May manage multiple sites
• Responsible for program financial activities
• Pursues additional revenue through projects
• Develop and manage project timelines and budget based on key project milestones
• Identify process improvement opportunities
• Identify optimization opportunities
• Implements process improvement and optimization recommendations in order to improve program objectives
• Responsible for preparing and presenting client regular reports and briefings to the client and management
• Uses system applications to update/monitor customer activity
• Acts as a liaison to ensure that communication between client and field service organization are maintained effectively, so that quality service can be delivered to customers
• Facilitates weekly and monthly customer satisfaction reviews with clients
• Additional duties may be assigned to meet business needs
• Additional requirements may exist if offer of employment is extended
• Occassional travel required

Requirements

• Education and Experience: Typically requires a Bachelor’s degree at least 3-5 years of experience or an equivalent amount of experience; or additional education with less experience
• Experience with IT service delivery
• Certifications and/or Qualifications: Knowledge of relevant technical software
• Skills: Excellent written and oral communication skills
• Excellent customer service skills
• Excellent organizational skills
• Excellent interpersonal skills
• Ability to oversee the planning, organization, development, and implementation of projects and services
• Ability to maintain professionalism when interacting with clients and addressing concerns

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.