IT Manager Lead – Customer Experience & Service Operations
About the role
The IT Manager Lead will oversee customer-facing operations, support teams, service delivery, client satisfaction initiatives, and employee development. This role requires a people-first leader who can inspire teams, resolve challenges professionally, and build lasting relationships with clients.
Key Responsibilities
Champion a customer-first culture across the organization.
Ensure clients receive timely, professional, and effective support.
Monitor customer satisfaction and identify opportunities for improvement.
Manage escalated customer concerns with empathy and professionalism.
Conduct regular client check-ins and business reviews.
Develop strategies to improve customer retention and loyalty.
Team Leadership & Development
Lead, coach, and mentor customer service and technical support personnel.
Create a positive, collaborative, and high-performance work environment.
Conduct performance evaluations and career development planning.
Facilitate ongoing training focused on communication, service excellence, and problem-solving.
Promote accountability while maintaining employee engagement and morale.
Service Operations Management
Oversee day-to-day support operations and service delivery.
Establish and monitor service quality standards.
Ensure service requests are handled efficiently and professionally.
Improve workflows, processes, and customer communication procedures.
Coordinate cross-functional teams to resolve customer issues effectively.
Relationship Management
Build trusted relationships with customers, partners, and internal stakeholders.
Act as a liaison between clients and technical teams.
Translate technical information into clear, business-friendly language.
Identify customer needs and recommend solutions that add value.
Qualifications Required
5+ years of leadership experience in customer service, customer success, IT support, or service operations.
Strong experience managing teams and developing employees.
Exceptional interpersonal and communication skills.
Proven ability to resolve conflicts and manage difficult conversations.
Experience working directly with clients and executive stakeholders.
Strong organizational and time management skills.
Professional proficiency in English and Spanish.
Preferred
Experience in Managed IT Services, SaaS, Cloud Services, or Technology Support environments.
Knowledge of customer success methodologies and service delivery best practices.
Experience managing KPIs, customer satisfaction metrics, and team performance indicators.
Familiarity with CRM and ticketing systems.
Job Type: Full-time
Pay: $35,000.00 - $40,000.00 per month
Work Location: In person
Questions about this role
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