Manager of Client Support
Confirmed live in the last 24 hours
Abacus Group LLC

201-500 employees

Hosted IT solutions for alternative investment firms
Company Overview
Abacus Group, LLC stands out as a leading provider of tailored IT solutions for the financial services industry, offering a scalable, award-winning enterprise technology platform that meets evolving cybersecurity, storage, and compliance needs. Their services are cloud-agnostic, providing flexible public, hybrid, or private cloud options, and as an advanced level Microsoft Cloud Service Provider, they leverage the Office 365 suite to enable seamless remote work. With a global presence across major cities in the US and London, Abacus Group demonstrates a commitment to meeting the diverse needs of alternative investment firms.
Data & Analytics
Fintech
B2B

Company Stage

Private

Total Funding

N/A

Founded

2008

Headquarters

New York, New York

Growth & Insights
Headcount

6 month growth

0%

1 year growth

72%

2 year growth

97%
Locations
New York, NY, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Management
Quality Assurance (QA)
CategoriesNew
Customer Success & Support
Customer Success
Customer Support
Requirements
  • 5+ years IT support experience in a relevant field.
  • 2+ years experience managing a team.
  • Bachelor's degree preferred.
  • Reports to the NYC office 3 days per week.
  • ITIL certification required.
  • Technical certifications and training a plus.
  • MSP experience preferred.
  • Ability to travel to US regions at least once a quarter and as needed.
  • Experience with metrics, reporting, and SLA management.
  • GREAT ATTITUDE, team player, always willing to pitch in and take on new tasks.
  • Proactive/flexible nature - if you see something that can be improved, suggest it!
  • Must be responsive and communicative inside and outside of the office via email/phone.
Responsibilities
  • Responsible for managing the day-to-day performance and accountability for Onsite Support and System Administration teams.
  • Execute the overall client support strategy and drive team and individual performance through metrics, reporting, and client feedback.
  • 80% management of personnel and 20% technical escalation management
  • Manage and coach 8-12 direct reports through knowledge sharing and implementing best practices in day-to-day activities.
  • Must attend a weekly manager meeting and be able to provide feedback about their team along with a bi-weekly check-in with direct reports to review performance and provide coaching opportunities as needed.
  • Conduct routine QA checks on open/closed client tickets.
  • Responsible for creating and managing technician schedules to ensure maximum coverage levels are met across the support organization.
  • Review/approve payroll timecards for any hourly employees that submit hours worked for payroll purposes (ensure accuracy and details for invoicing and payroll).
  • You must be able to work outside of your scheduled hours should the need arise and participate in on-call rotation with other managers.
  • Manage client portfolios.
  • Conduct Mid-Year and End-of-year reviews of direct reports and other reviews that may occur.
  • Highly involved in the hiring process for remote and onsite employees.