- Ticket Coordination: Oversee the ConnectWise dispatch and escalation process to ensure timely resolution.
- Team Leadership: Manage a team of technicians, providing guidance on complex technical roadblocks to ensure customers expectations are met with -white glove- customer support
- KPI Management: Develop, track, and report on internal technician metrics (resolution time, utilization, and CSAT).
- Client Relations: Act as the primary point of escalation for clients to ensure white-glove service via email, phone and rare onsite meetings with the customers (1x per QTR)
- Timekeeping Oversight: Review and approve internal technician time entries for accuracy and billing compliance.
- Deep experience using ConnectWise PSA for ticket workflows and reporting.
- Minimum 4+ years managing technical staff in an MSP or corporate environment (if corporate env., must have support multiple departments). Career progression from hands-on technical to managerial is preferred for IT understanding
- Experienced in managing incoming client service tickets, from inception to final delivery, to ensure complete customer satisfaction.
- Communication Skills: Ability and willingness to speak with external clients with pristine customer service tactics via email and phone. Ability to translate technical content into clear updates for non-technical stakeholders.
- Analytical Mindset: Comfortable using data to identify bottlenecks and improve team performance.
- Organization: Expert-level multitasking to juggle active incidents and long-term team goals.
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