IT Services Manager - Client Services (Dallas)

As our Regional IT Services Manager, you will report to the COO and be responsible for the following:

• Lead a team of the industry's best field engineers to drive exceptional customer experiences implementing the latest technologies.

• Act as the senior client advocate and escalation owner - reset expectations, manage difficult conversations, and ensure clients experience a highly professional, consultative engagement.

• Lead executive level client meetings (QBRs, service reviews, roadmap discussions) and clearly present recommendations, risks, and options.

• Demonstrate daily leadership presence with both clients and systems engineers, moving fluidly between executive level client engagement and hands on management of technical teams and operational execution.

• Maintain a hands on leadership cadence: approve time entries prior to client receipt, review utilization, coach engineers weekly, and address performance issues directly - this is not a governanceonly or reporting role

• Track and use data/metrics to inform and make business decisions around company defined KPIs.

• Work closely with management to ensure your team is operating at optimal capacity and that technology platforms and standards are fully leveraged across the client base.

• Onboard and train new engineers to ensure their successful integration with the team.

• Ensure smooth engineer transitions for client accounts.

The Regional IT Services Manager directly oversees the entire Dallas-based IT consulting team consisting of field engineers as well as their associated clients and plays an active role in driving the overall support and execution of the business. A combination of people manager, account supervisor, business driver, and customer service expert, this full-time hybrid in-office role requires a broad collection of skills as well as specific industry expertise. We are looking for someone that comes from the tech space that is a natural leader and possesses exceptional people skills, The successful candidate will have a solid understanding of the general technology used by small and medium-sized businesses (SMB) to support their companies as well as a general understanding of the technical consulting services business. The candidate will also have a positive, can-do attitude, be able to communicate effectively with client contacts of all levels and can lead a team of varying skill levels and personality types.

• Bachelor's degree required (any major). Business, communications, management, or technology related fields preferred.

• 5+ years of recent people management experience (within the last 7 years), including direct accountability for performance management, coaching, and corrective action, managing teams of technical or IT professionals

• 2+ years of management experience in a techfocused, clientfacing role with direct peoplemanagement responsibility, including the ability to assess ambiguous problems and quickly devise practical, business appropriate solutions.

• Technical fluency with common SMB platforms (Microsoft 365/Azure fundamentals, security concepts, networking basics) sufficient to guide decisions, challenge assumptions, and manage outcomes. Deep hands-on engineering is not required.

• Superior management, coaching and interpersonal skills.

• Proven success in leading a team and developing staff.

• Track record of being a data-driven decision maker; ability to analyze a variety of data and use it to optimize processes and resources.

• Ability to speak to and connect with client contacts at all levels.

Nice-to-Haves:

• Experience in MSP, IT consulting, or professional services environments
• Familiarity with ConnectWise or similar PSA tools

In addition to the above qualifications, you should also have the following:

• Organization

Possess excellent organizational skills.

• Communication The ability to communicate effectively with technical and non-technical audiences.

• Problem-solving The ability to identify and solve complex technical problems.

• Adaptability The ability to adapt to new technologies and changing business requirements.

• Independence

Can work independently but within a set of guidelines, policies, and procedures.

• Flexibility

Be willing to support occasional after-hours and weekend work.

• Growth

Be interested in growing your management skillset along with our organization.

Compensation & Benefits: $125,000 - $175,000 total compensation (salary plus bonus), based upon experience. A full, benefits package includes enterprise-level health plan (with company contribution), dental, vision, matching 401k and paid time off.

If this sounds like you, apply today and a member of our Talent Acquisition team will reach out accordingly regarding the next steps. We look forward to hearing from you.

Total Comp Range: $125,000 - $175,000 total compensation (salary plus bonus), based upon experience.