Responsibilities
- Participate in client meetings to review service status, onsite priorities, open tickets, and escalations
- Act as the primary service owner for assigned clients, ensuring issues are driven to resolution with the appropriate teams
- Serve as an escalation coordination point—understand issues, assign next steps, and ensure timely follow-up and communication (not expected to personally resolve technical issues)
- Build and maintain strong relationships with client stakeholders and manage expectations effectively
- Regular onsite client visits to engage with stakeholders, support the field and remote team, and ensure service quality and alignment with client expectations
- Lead and manage School Technology Specialists (STS) and Business Technology Specialists (BTS) across assigned client sites
- Provide high-quality customer service and support through strong team coaching, accountability, and performance management
- Conduct regular 1:1 meetings to review performance, priorities, and development plans; coach through technical, process, and people challenges
- Conduct onsite observations and ride-alongs to assess team execution, professionalism, and technical competency
- Train and enforce adherence to daily/weekly checklists, documentation standards, and operational procedures
- Use ConnectWise and reporting dashboards to monitor ticket flow, SLA adherence, workload, and service quality
- Recognize positive behaviors and reinforce Inspiroz culture cornerstones and professional standards
- Participate in hiring decisions for STS/BTS as needed
- Act as the operational bridge between onsite teams and remote MST/Infrastructure/Projects teams
- Ensure clear handoffs, communication, and follow-through on all tickets, escalations, and project work
- Use tools such as ConnectWise, N-able, ITBoost, and BrightGauge to track progress, performance, and outcomes
- Drive SLA compliance and ensure tickets are progressing, aging is controlled, and issues are resolved in a timely manner
- Coordinate and support project planning, scheduling, and execution with remote and onsite teams
- Identify and implement practical operational improvements to enhance service delivery and team effectiveness
Requirements
- Deep understanding of IT services
- Proven experience in client relationship management
- Proven experience in team leadership
Nice to Have
- Passion for education and technology
Work Arrangement
Hybrid
Additional Information
- Travel within territory 35% of the time
