Service Account Manager

Bredy Network Management, LLC; Woburn (MA); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is on the lookout for a Service Account Manager to enhance client satisfaction and manage service tickets effectively. This role involves overseeing Service Level Agreements and MSP agreements while also handling vCIO responsibilities for clients. Join a dynamic team that prioritizes outstanding service delivery and offers opportunities for personal and professional growth. If you have a passion for IT support and a commitment to excellence, this position is an exciting opportunity to make a significant impact in a supportive environment.

Benefits

Opportunity for Growth

Supportive Team Environment

Occasional Travel

Qualifications

• Proven experience in service ticket management and client satisfaction.
• Strong understanding of SLA and MSP agreement management.

Responsibilities

• Manage service tickets for help desk and ensure client satisfaction.
• Oversee compliance with SLAs and MSP agreements.

Skills

Service Ticket Management

Client Satisfaction

SLA Management

MSP Agreement Management

ConnectWise Service Board Management

Key Business Indicator Analysis

vCIO Responsibilities

Communication Skills

Organizational Skills

Tools

ConnectWise

Job description

BNMC is one of the region’s growing IT support providers, committed to delivering outstanding service to our clients. We are currently seeking a Service Account Manager to join our expanding IT team. This is a great opportunity for someone who is eager to grow in a dynamic and supportive environment.

Company:BNMC (Bredy Network Management LLC)

Location:Woburn, MA (with occasional travel to Nashua, NH)

Position Type:Full-time, On-site

Role Overview:As a Service Account Manager, you will play a crucial role in ensuring client satisfaction and managing service tickets for BNMC’s managed services customers. You will be responsible for overseeing Service Level Agreements (SLAs), MSP agreements, and ConnectWise service board management. Additionally, you will handle vCIO responsibilities for a set of clients and technology alignment teams, ensuring smooth operations and high-quality service delivery.

Key Responsibilities:

• Client Satisfaction:

  • Manage service tickets for the help desk, addressing both proactive and reactive responses for assigned managed services customers.

• SLA and MSP Agreement Management:

  • Oversee and ensure compliance with Service Level Agreements and MSP agreements.

• ConnectWise Service Board Management:

  • Handle incoming support tickets, conduct biweekly technical reviews, and manage Centralized Services / Network Operations Center (NOC) alerts.

  • Perform maintenance, consulting, and administration functions, including daily checklists for backup and NOC review.

• Key Business Indicator (KBI) Collection:

  • Collect and analyze time sheets, service and project metrics, and other corporate numbers as needed.

• vCIO Responsibilities:

  • Act as a virtual Chief Information Officer (vCIO) for a set of clients, managing technology alignment teams.

  • Lead Quarterly Business Reviews and oversee weekly/monthly scorecard requirements.

Qualifications:

• Proven experience in service ticket management and client satisfaction.

• Strong understanding of SLA and MSP agreement management.

• Proficiency in ConnectWise service board management.

• Ability to collect and analyze Key Business Indicators (KBIs).

• Experience in vCIO responsibilities and technology alignment.

• Excellent communication and organizational skills.

• Ability to work independently and as part of a team.

Why Join BNMC?

• Opportunity to grow in a dynamic and supportive environment.

• Work with a team committed to delivering outstanding service.

• Full-time, on-site position based in the Woburn, MA area, with occasional travel to Nashua, NH.

If you are passionate about IT support and client satisfaction, and you meet the qualifications listed above, we encourage you to apply for the Service Account Manager position at BNMC.