Client Services Manager-10% Travel in NY tristate area

Job Description

We are seeking a dynamic, fast-paced Client Services Manager with a strong IT background to bridge the gap between technical execution and relationship management. This "head on a swivel" role is designed for a professional who thrives in a chaotic, multi-department environment, balances exceptional client communication with hands-on ticket management, and can confidently evaluate a client's physical and logical tech landscape.
You will split your time between our client's office and their client sites roughly twice a week. The vast majority of our client base (90%) is on Long Island, with occasional travel (10%) to NYC, Connecticut, and New Jersey.

Key Responsibilities **
Manage and foster direct relationships with business clients, serving as their trusted point of contact and ensuring top-notch communication regarding their IT needs.
Conduct technical site surveys at client locations to audit their current infrastructure, making strategic technical recommendations and building deployment plans for leadership to generate accurate quotes.
Oversee and actively handle escalated service tickets, troubleshooting issues when necessary to maintain service level agreements.
Provide technical guidance, mentorship, and escalation support to lower-level technicians when they require assistance.
Coordinate and assist with hands-on deployment oversight for core projects, including server installations/migrations, Microsoft 365 migrations, firewall setups, and wireless networking.

Required Skills

Five (5)+ years in Information Technology
Managed Service Provider (MSP) background is required; alternatively, could consider a proven track record managing client services across multiple external corporate departments or multi-site offices is required.
Strong technical foundation with hands-on exposure to server installations/migrations, Microsoft 365 cloud migrations, firewall deployments, and wireless networking.
Proven experience performing on-site technical site surveys and infrastructure assessments.
Exceptional communication and client-facing service skills, with the ability to handle hectic environments smoothly.
Experience navigating ticketing systems, with ConnectWise familiarity being a distinct plus.