JOB SUMMARY

The Field Service Supervisor will be responsible for managing the field service engineers, helping to ensure our client’s onsite visits are proactive and filled with valuable work. This role reports to the Service Delivery Deputy Director responsible for service center. 

KEY RESPONSIBILITIES

• Help lead and prioritize the support team's workload.
• Visit our client sites at least 3 times per week and ensure that our engineer’s work product is aligned with clients and CTS expectations. 
• Liaise with internal teams, vendors, and client contacts. 
• Act as a resource to the rest of the team for rapid decisions and direction as well as help to coordinate escalations.
• Help identify areas where Standard Operating Procedures (SOP's) don't exist or need further work. In addition, to help improve those processes.
• Regularly monitor the teams' overall performance and report on metrics to the CM’s, SA’s, and SDM’s. Participate in efforts to improve different level engineer group performance (e.g. manage dashboards, SLA’s, KPI’s. risks/issues).
• Be a liaison to clients where it relates to service delivery issues.
• Ensure that proactive work is being carried out by engineers in addition to the day-to-day service requests/incidents). 
• Identify areas of needed coaching and training for the team.  
• Listen to the teams overall internal and client facing feedback and help resolve any conflicts and issues..
• Manage overall expectations of our clients via phone, email, tickets or any other method approved and used by CTS.
• Ensure the team follows established procedures for routine work like creating new users, configuring laptops/desktops, NVR’s, PBX’s, and phones.
• Ensure the prompt and thorough documentation of all work by the team via our ticketing system, ITGlue and other tools. This includes supporting the team with documenting assets, configurations, passwords, processes, etc and maintaining current and accurate documentation.
• Ensure the consistency and efficiency of our documentation efforts. Support the team with documenting assets, configurations, passwords, processes, etc. and maintaining current and accurate documentation.
• Keep track of supervised engineers' efforts, their successes and failures and provide acknowledgement where there is success as well as support and direction where there is failure.
• Review onsite engineers EOD reports to ensure quality of work and compliance with our standards  
• Review all supervised engineers ticket communication where time allows but definitely on a weekly basis
• Work closely with the Client Strategy teams and also participate in the preparation of the QBRs (Quarterly Business Review) when requested in order to assist with managing the relationship and service offerings to the client. 
• Have 1 on 1’s with supervised engineers and provide clear metrics of their overall performance. Lastly, ensure engineers are fulfilling expected output hours and quality of work. 
• Provide onsite assistance when a client is experiencing frustration with our overall services. 
• Identify & Lead Initiatives to Improve on all KPIs & Performance Metrics alongside the SDM.
• Accountable to KPIs & Metrics that will include things such as Client Satisfaction Scores (CSAT), SLA’s, Team Efficiency, Team Happiness as well as intangible metrics that align with things such as our Company Core Values

REQUIRED SKILLS AND QUALIFICATIONS

• 5+ years of experience in a customer-facing, technical-services environment, with a strong commitment to customer service. 
• Great communication skills, founded in being a good listener who seeks to understand the position of those being supported.
• Experience in Scheduling and Resource Management.
• Experience in networking protocols: TCP/IP, BGP, OSPF, VPN, IPSEC, VoIP and QoS.
• Experience with WAN/LAN networking including routing, switching, security and load balancing.
• Experience in WLAN technologies including, but not limited to, Meraki, UniFi and Cisco.
• Experience with Microsoft Windows Server, Windows Desktop and Apple Ecosystems.
• Experience in Network Attached Storage (NAS). 
• Experience with Grand Stream or other Asterisk based PBX systems.
• Experience with Android, iOS, Gsuite and Office365.

PREFERRED SKILLS AND QUALIFICATIONS

• Experience working for a Managed Service Provider (MSP) or IT Support Business.
• Experience with MSP-related tools: ConnectWise, Kaseya VSA, PRTG, and ITGlue.

LOCATION

This is a full-time mainly onsite position in the New York Metro area with the ability to work remotely some days per week (dependent on client needs). Some night and/or weekend work may at times be required. Lastly travel to other states (although rare) may be required as we expand to other states. 

COMPENSATION

The annual salary range for this role is $100,000 to $120,000.

BENEFITS

• Competitive compensation
• Health Insurance (medical, vision, dental), 80% covered for employee-only plans and 75% covered for employee-spouse, employee-kids, and employee-family plans
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Employee Assistance Program (EAP)
• Retirement Plan (401(k)) with company match
• Commuter Benefits
• Short-Term Disability Insurance fully paid by the company
• Long-Term Disability Insurance fully paid by the company
• Life and AD&D Insurance, with optional Supplemental Life Insurance
• Paid Time Off, including Paid Parental Leave
• 10 Holidays
• 2 Floating Holidays

CTS participates in the E-Verify Program. As part of this program, the company provides the federal government with your Form I-9 information to confirm your employment eligibility in the United States.
Learn more at www.e-verify.gov (information available in English and Spanish).

JOB SUMMARY

As a Client Success Manager, you are the primary advocate and trusted advisor for a set of clients within CTS. Clients will often contact you to purchase new technology equipment, to escalate a service request, or to discuss a new technology initiative within their organization.

You will prepare Strategic Advisors to run Quarterly Strategic Planning Meetings where we analyze each client’s technical environment, their business goals as it relates to technology, and develop a long-term IT roadmap.

You’re responsible for keeping the pulse of your clients and bringing in the right resources from within CTS to get your clients the answers they need. Above all, you manage the relationship with each of your clients and are working to ensure their experience with CTS is an excellent one. Your daily purpose is to ensure clients feel cared for, and address client concerns when they arise, often coordinating other teams within CTS to execute on your vision of how this is best achieved for the client.

KEY RESPONSIBILITIES

• Develop strong relationships with key client contacts and identify clients who may be at risk.
• Monitor client health via monthly internal reviews to ensure all clients are happy, profitable, and carrying minimal technology risks.
• Complete recurring technology assessments and quarterly strategic planning meetings with partnership of other CTS roles (Strategic Advisors and Solutions)
• Complete recurring tactical check-in calls with clients to review their health and open issues.
• Develop and present technical proposals, working with Strategic Advisors and Solutions when appropriate.
• Advocate for clients by answering questions and ensuring issues are escalated properly across all departments in CTS. This includes ownership of the Potential At Risk Client (PARC) Process.
• Complete recurring and one-off training events (such as Lunch & Learns) with clients on core technologies such as Microsoft 365, Google Workspace, and Smart Boards.
• Own the overall opportunity pipeline, ensuring that we meet our NRR forecast each quarter. Understand the client challenges and look for opportunities to help solve problems within their current agreement.
• Address client questions with regards to ongoing invoicing.
• Occasionally manage Projects for clients based on available capacity and client requirements.
• Work with client contacts to develop referrals for new business 

QUALIFICATIONS 

• 4+ Years of work experience in a Client Success Role or Technical Account Manager at an MSP, EdTech or Education/NFP adjacent services company. Alternatively, applicants with experience working at Charter Schools in positions such as Operations, Data, or other similar roles who are looking to move into an education and mission-based focus outside of schools are also welcome.
• Experience administering, implementing, or consulting with clients regarding Google Workspace and Microsoft 365, as well as other cloud services.
• Experience with ad-hoc or formal Project Management
• Strong written and oral communication skills.
• Ability to manage multiple initiatives with competing deadlines and associated teams.
• Ability to handle multiple tasks with a clear sense of ownership and priority.
• Strong Microsoft Office or Google Apps skills, especially Excel / Sheets.
• Self-motivated, able to move and adapt to increased demand during budget, hiring, and school seasons – and adjusting priorities based on client needs

WORK SCHEDULE & LOCATION

This is a full-time position. The hours for this position are typically 9 AM to 5:30 PM EST, with some occasional after-hours work required based on client requests. This position is hybrid based out of Brooklyn, NY. Local travel throughout NYC (5 boroughs) and occasional regional travel to visit client sites, is expected. It is acceptable to work from home when not at client locations, with the expectation of working in our Brooklyn office at least 1 day per week.

COMPENSATION

The salary range for this role is $75,000 to $85,000 a year.

BENEFITS

• Competitive compensation
• Health Insurance (medical, vision, dental), 80% covered for employee-only plans and 75% covered for employee-spouse, employee-kids, and employee-family plans
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Employee Assistance Program (EAP)
• Retirement Plan (401(k)) with company match
• Commuter Benefits
• Short-Term Disability Insurance fully paid by the company
• Long-Term Disability Insurance fully paid by the company
• Life and AD&D Insurance, with optional Supplemental Life Insurance
• Paid Time Off, including Paid Parental Leave
• 10 Holidays
• 2 Floating Holidays

CTS participates in the E-Verify Program. As part of this program, the company provides the federal government with your Form I-9 information to confirm your employment eligibility in the United States.
Learn more at www.e-verify.gov (information available in English and Spanish).