Manager of Client Support Engineering

Job Summary:

As Manager of the Client Support Engineering team, your team is responsible for handling ticket escalations and day-to-day issues related to supporting the Abacus platform infrastructure.  You will work closely with Client Support Engineers by serving as a point of escalation and providing coaching and feedback for members of the team when/where possible.  You will liaise with other Managers within Client Support as well as the Systems and Networking Engineering teams, and various levels of management to resolve client issues.  

Responsibilities (including, but not limited to the following):

• Responsible for managing the day-to-day performance and accountability of the East Coast Client Support Engineering team
• Execute the overall client support strategy and drive team and individual performances through metrics, reporting and client feedback
• Ability to work in a widespread geographic and varied cultural environment
• Manage and coach a team consisting of 6-8 Client Support Engineers
• Develop and coach the team through knowledge sharing and implementing best practices in day-to-day activities
• Must attend and lead weekly team and individual meetings
• Provide feedback about your respective team to management group as needed
• Work with Client Support Managers to identify service trends.
• Coordinate with Engineering teams on platform changes and widespread service issues
• Communicate with clients, vendors, and partners regarding support requests and incidents
• Responsible for creating and managing schedules to ensure maximum coverage levels are met across the support organization
• Review/approve timesheets for team members in ConnectWise
• Must have the availability to work outside of your scheduled hours should the need arise and participate in on-call rotation with other managers
• Conduct Mid-Year and End of year reviews of direct reports, as well as other reviews that may occur

Skills:

• Strong knowledge of client/server, Active Directory and Windows Server Operating system technologies
• Strong technical skills in the following areas:
  • Azure Active Directory
  • Exchange Online
  • Teams
  • SharePoint
  • Intune Device Management
• Microsoft 365
• 2FA (Microsoft Authenticator/DUO)
• Knowledge of antivirus and anti-SPAM software (Proofpoint, SentinelOne, Mimecast, etc.)
• Knowledge and experience working with Cisco telephone products (Cisco UCM, Cisco IP handsets, and softphone (Jabber, Teams Phone)
• Self-motivated, detail-oriented and organized
• Excellent communication (oral and written), organizational, and presentation skills
• Data analysis skills including experience with MS Excel
• Experience with common data analysis and visualization tools
• Ability to work independently and efficiently to meet deadlines
• Ability to assess and prioritize work in a fast-paced environment
• Ability to manage resources both laterally & vertically

Qualifications:

• Bachelor's degree preferred
• Technical certifications and training a plus
• 5 years minimum experience in a relevant field
• Previous experience managing individuals or a team
• Experience with metrics, reporting and SLA management
• Excellent written and verbal communication skills
• Must be willing to travel on an occasional basis
• Ability to commute to NYC office in a hybrid fashion
• GREAT ATTITUDE, team player always willing to pitch in and take on new tasks
• Proactive/flexible nature - if you see something that can be improved, suggest it

The Benefits of Working for Abacus

• Exposure to diverse array of technologies
• Part of a team of experienced technicians that aim to deliver exceptional service
• Competitive compensation
• Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO
• Opportunities to further technical education through online courses
• Positive, friendly, supportive office environment
• Workplace perks such as healthy snacks, wellness program, and fun events

Salary DOE: 130-140k