Manage and mentor the Client Services team, providing guidance, support, and professional development to ensure high performance and engagement.
Monitor and optimize client service processes, ensuring standards are met and exceeded across all accounts.
Act as an escalation point for key clients, maintaining strong relationships with decision-makers and ensuring satisfaction.
Collaborate with senior leadership to align client services strategy with organizational goals and identify opportunities for improvement.
Oversee reporting, lifecycle planning, and pipeline management; ensure timely and accurate execution of administrative tasks.
Work closely and collaboratively with all teams to ensure resources and information flow seamlessly for successful service delivery.

Requirements

10+ years of experience in IT services, with at least 3 years in a leadership or team lead role within an MSP or similar environment.
Demonstrated ability to detect quality gaps in outcomes and to mobilize teams with urgency to rectify.
Strong background in IT architecture and cybersecurity strategy.
Proven ability to lead teams, manage priorities, and deliver outstanding client outcomes.
Exceptional communication, analytical, and problem-solving skills.
Highly organized and proactive, with a focus on continuous improvement.

Benefits

Competitive base salary
Flexible work environment
Opportunity for career growth and advancement within the company.
Comprehensive benefits package, including Health Insurance, 401(k), monetary and non-monetary incentives, and generous time off.
A dynamic, supportive, and energetic work environment.
Ongoing training and development opportunities.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

IT servicesIT architecturecybersecurity strategyquality gap detectionpipeline managementlifecycle planning

Soft Skills

leadershipteam managementcommunicationanalytical skillsproblem-solvingorganizational skillsproactive approachcontinuous improvement