Job Summary:

As the Manager of Client Support, your team handles tickets and day-to-day IT issues related to supporting clients on the Abacus platform. You will work closely with your team of System Administrators by serving as a point of escalation and providing coaching and feedback for team members when/where possible. You will liaise with other Managers within the Support Team, Client Support Engineering team, 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 for onsite and remote support teams.
• Execute the overall client support strategy and drive team and individual performance through metrics, reporting, and client feedback.
• 80% management of personnel and 20% technical management
• Manage and coach direct reports through knowledge sharing and implementing best practices in day-to-day activities.
• Travel as needed.
• Must attend a weekly manager meeting and be able to provide feedback about their team along with a bi-weekly check-in with direct reports to review performance and provide coaching opportunities as needed.
• Conduct routine QA checks on open/closed client tickets.
• Responsible for creating and managing technician schedules to ensure maximum coverage levels are met across the support organization.
• Responsible for weekly review and approval of technician timesheets and entries.
• You must be able to work outside of your scheduled hours should the need arise and participate in on-call rotation with other managers.
• Manage client portfolios.
• Conduct Mid-Year and End-of-year reviews of direct reports and other reviews that may occur.
• Highly involved in the hiring process for remote and onsite employees.

Proficiencies:

• Incredible sense of pride and passion in what you do and a desire to help your teammates.
• Must be neat, organized, energetic, and show initiative.
• Support and provide expertise of the evolving Microsoft 365 suite of products, self-learning and self-training new products and services when applicable.

 Skills:

• Fundamental knowledge of client/server, enterprise directory and OS technologies to identify and correct issues in client environments.
• Strong technical skills in the following areas:
• Create/Manage Active Directory/Entra ID accounts, groups & permissions.
• Duo/Microsoft MFA
• VMware/vSphere
• Mimecast
• Proofpoint
• Citrix XenApp
• Citrix Director
• Microsoft 365 Administration
• MDM (Intune/ActiveSync)
• Cisco Meraki
• Cisco Call Manager
• Troubleshoot hardware (video cards, USB & peripheral devices, drivers, etc.)
• Self-motivated and detail-oriented
• Excellent communication (oral and written), organizational, and presentation skills.
• Experience with common data analysis and visualization tools, including experience with MS Excel.
• Experience with metric analysis, reporting, and SLA management in an ITIL environment.
• 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.
• Previous experience managing individuals or a team.
• 5 years minimum experience in a relevant field.
• Ability to commute to Edinburgh office 3x/week
• Ability to travel to London headquarters 1x/quarter at a minimum

Benefits of Working for Abacus:

• Generous annual leave entitlement plus bank holidays (pro-rata if part-time working hours apply)
• Gym discount
• Life insurance
• Comprehensive travel insurance for you and your family in line with scheme rules
• Confidential well-being and counselling support
• Competitive Compensation
• Contributory pension scheme
• Company events
• Private Medical and Dental Insurance