Who we are:

pim is an award-winning managed service provider for the SMB and local government market. pim synchronizes people, process, and technology, thereby creating an efficient and secure IT solution. From managed services and help desk support to data center solutions and complex project consulting, we offer relationship-based IT solutions customized to our client needs.

What we are seeking:

The Client Service Manager will provide predictive support to our client base. The successful candidate will be highly customer focused with emphasis on developing lasting customer relationships and managing service team members. Knowledge on a wide variety of infrastructures, including workstations, servers, printers, networks and vendor specific hardware and software. This position works primarily within our main office and requires regular travel to our client sites.

Who you are:

You are a detail-oriented self-starter who takes client service ownership and responsibilities to the next level. Exceeds deadlines and can communicate effectively with clients and teammates alike. You understand the balance between analysis and fixing, and how checklists and standards can produce predictable results. You are driven by client success and implementing best practices that will influence client business success.  You enjoy organization metrics, analytics, team camaraderie and multitasking.

Successful Client Service Manager metrics:

Client Relations:

Provides the highest level of customer service and develop lasting client relationships while creating methods to lessen future client issues.

Engages client concerns quickly and professionally to sustain good relations and ensure repeat customers.

Requires frequent touch points and meetings with clients to better understand how we can better meet their needs and how the service team members are performing.

Monitors service desk problems and improve service methods to increase productivity and client service satisfaction. 

Coordinates with virtual CIO and Technology Alignment Manager to assess client alignments and implement strategy solutions that meet client business needs.

Audits work and customer service to ensure the company's high standards, efficiency, and productivity goals are met.

Provides innovative technology solutions to meet client business needs while adhering to client budgetary funding.

Designs support processes that foster service improvement.

Service and Staff Management:

Directs and delegates service tasks, monitoring the progress of current projects, and managing service team members to ensure the team's goals and client business objectives are met.

Reviews service budgets and expenditure plans to ensure financial health while managing costs related to the service.

Manages service projects by establishing timelines, adhering to budgets, and assigning appropriate work to staff members based on qualifications.

Coordinates troubleshooting, support, and service for equipment and networks with the team when necessary.

Provides metrics and KPI’s to demonstrate team member efficiency and customer service satisfaction.

Hires employees and train them in company standards, procedures, and protocols.

Manages and assesses the performance of staff members who specialize in support and installation.

Identifies staffing needs and works with human resources colleagues to pursue the hiring process.

Performs and assists with administrative tasks such as managing and updating invoices.

Vendor and Industry Relations:

Maintains a strong working knowledge of industry standards and practices as well as the company's products and services.

Keeps abreast of industry regulations, restrictions, and laws, ensuring the company's adherence. Remains current on the industry's standards and new innovations, materials, tools, and processes.

Maintains a strong relationship with manufacturers, dealers, and sales representatives.

Maintains familiarity with current and upcoming IT equipment, services, and other developments.

Attends industry events and trade exhibitions to learn about cutting edge product releases.

What we offer:

Competitive pay and yearend bonus

Generous PTO

Holiday Time Off

Continued Education

401K with Matching

Medical/Dental/Vision/Life/Disability available

Desired Qualifications Include:

Bachelor’s Degree in Computer Science or a related field.

4+ years of recent, relevant customer hands-on experience and managing teams.

Proven experience with customer service, management, leadership, and staffing.

Outstanding client and customer service skills.

Experience with computers and networks.

Established written and verbal communication.

Proven attention to detail, analytical thinking, and time management.

Experience working in the TruMethods framework highly desirable.

Preferred systems experience:

ConnectWise

Office 365

Windows server operating systems

Switches and Routers

Firewalls and security

Sophos platform offerings