Skynet Innovations
Description
Client Support Manager
Location: Remote
Job Type: Full-Time, Exempt
Department: Service Delivery — Client Support
Reports To: Regional Vice President of Service Delivery
About the Role
The Client Support Manager (CSM) provides day-to-day operational leadership of an assigned Client Support team. This role is accountable for service delivery performance, including SLA attainment, ticket lifecycle health, team performance and development, client satisfaction, and consistency of the client experience.
This is not a senior technical role. Success in this position requires strong analytical thinking, process discipline, metrics-driven decision-making, and high emotional intelligence. The CSM enforces standards, develops people, and creates the conditions for the technical team to deliver.
Operational Mission: Turn reactive tickets into predictable outcomes. Own the desk, own the standards, and build a team that solves problems right the first time without unnecessary escalation or burnout.
Company Mission & Vision
Mission
We build secure, layered technology solutions that just work. We back them with a team that cares, shows up, and takes ownership.
Vision
We enable people to succeed — serving them by layering technologies and partnerships that drive measurable outcomes as a national platform with a local heartbeat.
Key Responsibilities
Service Delivery Operations
- Own daily operations of the assigned Client Support team, including ticket flow, queue management, prioritization, scheduling, and shift coverage
- Ensure services are delivered consistently in accordance with established processes, SLAs, and standards
- Monitor and manage escalation workflows with proper documentation and routing
- Oversee dispatch effectiveness in partnership with Client Support Coordinators
- Own service performance metrics, including:
- SLA attainment
- Ticket aging and backlog health
- First-contact resolution
- Reopened ticket rates
- Client satisfaction (CSAT)
- Provide reporting and operational insights, identifying trends, risks, and corrective actions
Leadership & Team Management
- Manage Client Support Coordinators, Supervisors (where applicable), and Analysts
- Conduct regular team meetings and 1:1s
- Set clear expectations for performance, professionalism, and adherence to process
- Lead hiring, onboarding, performance reviews, compensation recommendations, and disciplinary actions
- Drive career development planning and visibility into growth paths
- Identify skill gaps and coordinate training and certification opportunities
- Foster a culture of accountability, collaboration, and client-centered service
Client Experience & Escalation
- Own the client experience across the assigned team
- Serve as the operational escalation point for service delivery issues
- De-escalate client situations, communicate accountability, and restore confidence
- Participate in client meetings for operational reviews and escalations
Operational Efficiency & Continuous Improvement
- Use data to guide staffing decisions and workflow improvements
- Identify opportunities to reduce inefficiencies and improve client experience
- Enforce and maintain service delivery processes and standards within the PSA
- Monitor team utilization and workload balance
- Partner with leadership on contract-level profitability and corrective actions
Cross-Functional Coordination
- Coordinate with Support Escalation teams for effective ticket handoffs
- Partner with Project Delivery on client onboarding transitions
- Collaborate with Infrastructure & Security Operations on cross-functional issues
- Work with other Client Support Managers to align standards and share best practices
Performance Metrics
- SLA Attainment (phone and ticket): = 95%
- Client Satisfaction (CSAT): = 95% positive
- Ticket Aging: Improving trend
- First-Contact Resolution: Improving trend
- Reopened Ticket Rate: = 5%
- Team Utilization: = 85%
- Team Member Retention: = 90% annually
Work Environment & Availability
- In-office, hybrid, or remote based on regional needs (in-office or hybrid preferred where possible)
- Must maintain a professional work environment with reliable high-speed internet
- Standard business hours aligned with supported region(s), with flexibility for coverage needs and critical situations
- Availability required during core business hours; responsiveness is critical to service delivery
- Periodic travel may be required for meetings, office visits, and company events
Qualifications
Requirements:
- 3+ years of experience in IT service delivery operations
- At least 2 years in a management or team leadership role
- Strong analytical skills with the ability to interpret service metrics and drive decisions
- Proven ability to manage process-driven teams and enforce standards
- High emotional intelligence with the ability to coach and lead under pressure
- Experience with PSA platforms (ticketing, scheduling, SLA tracking, reporting)
- Working understanding of managed IT services and service desk operations
- Excellent communication and organizational skills
Preferred:
- Experience in an MSP or managed services environment
- Familiarity with RMM tools, documentation platforms, and CSAT tools
- Experience managing geographically distributed or multi-shift teams
- ITIL Foundation certification or familiarity with ITIL principles
- Experience in a high-growth or PE-backed environment
Values in Action
- Lead with Ownership: Take accountability for team outcomes and address root causes
- Aligned Partnership: Build strong relationships and restore client trust when needed
- You Win, We Win: Promote shared success and team accountability
- Elevated Standards: Continuously improve processes and team capability
- Relentless Curiosity: Use data to challenge assumptions and improve outcomes
Physical Requirements
- Ability to use hands, speak, hear, and read/write documents
- Occasionally lift and move objects up to 25 pounds
- Must be able to meet these requirements with or without reasonable accommodations
If you are a metrics-driven leader who excels in structured, process-oriented environments and can guide teams through both steady operations and high-pressure situations, we encourage you to apply.
Why Join Skynet?
Skynet Innovations, a Blue Alliance company, is a trusted managed services provider (MSP) supporting manufacturing, logistics, and municipal organizations with critical IT operations. Since 2008, we’ve helped clients make smart, high-impact technology investments, backed by consistent, expert support from teams they know and trust. Our pod-based staffing model ensures clients receive reliable service from people who understand their environment. It’s a personalized approach that delivers long-term value and measurable outcomes. We’ve always believed small businesses deserve enterprise-level solutions, and that belief starts with our team. We hire for passion and cultural fit, then invest in growth. As a fully remote company from the start, we’ve built a strong, connected culture where people support each other, stay accountable, and thrive together.
A Team Environment Built for Growth
Joining Skynet means working alongside IT specialists supporting complex, enterprise environments. As part of the Blue Alliance network, you gain access to a community of hundreds of peers and experts across the country. This means more opportunities for learning, professional development, and career advancement without losing the close-knit feel of a smaller team.
You’ll enjoy the best of both worlds:
- The autonomy and client engagement typical of a local MSP
- The resources, support, and structure of a leading national IT services organization
A Unique Opportunity Through Blue Alliance
As a Blue Alliance partner company, Skynet provides team members with unmatched opportunities to learn, lead, and succeed. Each company in the network maintains its unique identity while working toward shared goals. If you’re looking to make a meaningful impact and grow your career in a supportive, future-focused environment, this is the place for you.
Benefits of working at Skynet:
- Be part of a fun, awesome team
- 9 paid holidays
- 401K Retirement with matching contributions
- Excellent medical, vision and dental insurance
- Life insurance and disability insurance
- Cell phone stipend
- 3 weeks PTO
Top Reasons our Employees Love Being Part of the Blue Alliance Family:
- Entrepreneurial Culture
- Fast-paced Flow, with a Variety of Projects
- Collaborative Work Environment
- Training & Certifications
- Career Growth Opportunities
Ready for the next step?
The greatest rewards are reserved for those who want to be better and then put in the hard work, to be their best version of themselves. Interested applicants should click to submit their resume and application above.
Please be advised we, Skynet, participate in E-Verify.