The IT Manager Lead will oversee customer-facing operations, support teams, service delivery, client satisfaction initiatives, and employee development. This role requires a people-first leader who can inspire teams, resolve challenges professionally, and build lasting relationships with clients.
Key Responsibilities
- Champion a customer-first culture across the organization.
- Ensure clients receive timely, professional, and effective support.
- Monitor customer satisfaction and identify opportunities for improvement.
- Manage escalated customer concerns with empathy and professionalism.
- Conduct regular client check-ins and business reviews.
- Develop strategies to improve customer retention and loyalty.
Team Leadership & Development
- Lead, coach, and mentor customer service and technical support personnel.
- Create a positive, collaborative, and high-performance work environment.
- Conduct performance evaluations and career development planning.
- Facilitate ongoing training focused on communication, service excellence, and problem-solving.
- Promote accountability while maintaining employee engagement and morale.
Service Operations Management
- Oversee day-to-day support operations and service delivery.
- Establish and monitor service quality standards.
- Ensure service requests are handled efficiently and professionally.
- Improve workflows, processes, and customer communication procedures.
- Coordinate cross-functional teams to resolve customer issues effectively.
Relationship Management
- Build trusted relationships with customers, partners, and internal stakeholders.
- Act as a liaison between clients and technical teams.
- Translate technical information into clear, business-friendly language.
- Identify customer needs and recommend solutions that add value.
Qualifications Required
- 5+ years of leadership experience in customer service, customer success, IT support, or service operations.
- Strong experience managing teams and developing employees.
- Exceptional interpersonal and communication skills.
- Proven ability to resolve conflicts and manage difficult conversations.
- Experience working directly with clients and executive stakeholders.
- Strong organizational and time management skills.
- Professional proficiency in English and Spanish.
Preferred
- Experience in Managed IT Services, SaaS, Cloud Services, or Technology Support environments.
- Knowledge of customer success methodologies and service delivery best practices.
- Experience managing KPIs, customer satisfaction metrics, and team performance indicators.
- Familiarity with CRM and ticketing systems.
Job Type: Full-time
Pay: $35,000.00 - $40,000.00 per month
Work Location: In person
