Service Support Manager

About the Opportunity We are partnering with a growing technology solutions organization who is seeking an experienced Service & Support Manager to lead its customer support operations. This leadership role serves as a critical link between clients and internal teams, ensuring exceptional service delivery, operational efficiency, and a high level of customer satisfaction. The ideal candidate is a detail-oriented leader with experience managing service teams, overseeing customer support processes, and driving continuous improvement initiatives. This individual will be responsible for maintaining strong client relationships, optimizing support workflows, and developing a high-performing team. Key Responsibilities Lead and manage the daily operations of the service and support department. Assign, prioritize, and monitor service requests, tickets, and support activities to ensure timely resolution. Address customer concerns and escalations professionally while maintaining strong client relationships. Review and approve service-related documentation, including tickets, invoices, purchase orders, and other departmental records for accuracy and quality. Oversee support processes, systems, and workflows, identifying opportunities for improvement and increased efficiency. Monitor team performance, service metrics, and customer feedback to drive continuous improvement initiatives. Identify recurring service issues and implement solutions to reduce future occurrences. Develop, coach, and mentor team members while fostering a culture of accountability and customer service excellence. Support onboarding and ongoing training efforts to ensure adherence to departmental procedures and best practices. Collaborate cross-functionally with internal departments to ensure seamless service delivery and customer satisfaction. Qualifications Minimum of 2 years of experience within technology systems integration, low-voltage systems, information technology, construction services, or a related field. Prior experience managing a service, support, operations, or customer success team. Demonstrated success overseeing multiple concurrent projects, service requests, or operational workflows. Strong proficiency with business systems, including PSA, ERP, CRM, ticketing, or related operational software platforms. Exceptional organizational skills with the ability to prioritize effectively in a fast-paced environment. Proven ability to remain calm, focused, and solutions-oriented during periods of rapid change or high demand. Strong leadership, coaching, and team development capabilities. Excellent written and verbal communication skills. Customer-focused mindset with a commitment to delivering outstanding service experiences. What You'll Find Opportunity to join a growing and highly respected organization. Collaborative and team-oriented culture. Professional development and career growth opportunities. Comprehensive benefits package including health coverage, retirement benefits, paid time off, and additional employee programs. Performance-based incentives and opportunities to share in the company's success. #J-18808-Ljbffr HR Soul