Client Support Manager

Summary

Paragus IT is the largest outsourced vendor in Western and Central MA, and we are just getting started. We aspire to serve 1000 customers across the entire country, and we won't stop until we get there. Ranked as one of Forbes Small Giants, o ur culture is built on ownership, continuous improvement, and delivering exceptional, human-first experiences.

We are on a mission to deliver peace of mind through human-first IT and we're looking for a Client Support Manager (CSM) to help us do it.

In this role, you will own the support experience for a defined group of clients by making our Service Desk smarter, faster, and more effective over time. You will deeply understand your clients' environments, workflows, and people, then turn that knowledge into documentation, insights, and improvements that reduce ticket volume and improve resolution speed.

Rather than solving every issue yourself, you will equip the entire team to deliver exceptional support every time. The more you learn, the better the system performs, creating a compounding impact across your client portfolio.

This role is perfect for someone who's equal parts technician, analyst, and connector - someone who thrives on creating order from chaos and loves the satisfaction of seeing their work make the entire support team better.

Responsibilities

Drive Proactive Improvements & Recommendations

Analyze ticket trends, recurring issues, and support data to identify root causes

Develop and deliver recommendations that improve client environments, workflows, and outcomes

Create and execute Value-Added Activities (VAAs) that reduce ticket volume and improve efficiency

Identify opportunities for training, documentation improvements, automation, or technology changes

Partner with internal teams to turn insights into real, measurable improvements

Build & Maintain Client Knowledge Systems

Document client environments, user workflows, and key systems in IT Glue

Create and maintain clear, actionable checklists, guides, and user profiles

Customize client portal experiences to make it easy and intuitive for clients to request support while ensuring high-quality ticket intake

Continuously refine documentation based on real-world support scenarios

Equip and guide the Service Desk with the @context and tools needed to support your clients effectively

Stay Close to the Work

Perform routine onsite visits to support users, validate documentation, and observe workflows

Troubleshoot and resolve select client issues when appropriate

Maintain accurate configurations, assets, and licensing for proactive planning

Collaborate with Service Desk leadership to improve resolution quality and speed

Elevate the Client Support Experience

Ensure support interactions reflect Paragus Service Excellence principles (CARES)

Identify and address gaps in communication, expectations, or follow-through

Build strong, trust-based relationships through consistent communication

Translate technical work into clear, human language

Step in to course-correct when the client experience breaks down

Qualifications

3-5 years of experience in IT support, client-facing technical roles, or managed services (MSP experience preferred)

Strong experience working with Microsoft 365 (user setup, email, licensing, and basic troubleshooting)

Experience documenting systems, processes, or environments in a way others can easily follow

Comfortable using tools like ConnectWise, IT Glue, or similar platforms

Ability to identify recurring issues or inefficiencies and suggest improvements

Strong communication skills with the ability to explain technical concepts to non-technical users

Ability to actively listen, interpret client needs, and identify underlying pain points

Highly organized and able to manage multiple clients and priorities

Experience working directly with clients and building strong relationships

Proactive and self-driven with a strong sense of ownership

Ideal Candidate

You understand that how you start matters.

From onboarding, you focus on building a strong foundation - learning your clients' environments, workflows, and people in a way that sets the Service Desk up for success from day one. You take the time to get it right, knowing that clarity early on drives better outcomes later. But you don't stop there.

As you work with your clients over time, you continuously refine that understanding. You pay attention to how support is actually working day to day - what's smooth, what's breaking down, and what keeps coming up. You connect those dots and turn them into better documentation, smarter processes, and meaningful improvements.

You're able to operate in both modes at once - handling the day-to-day while still stepping back to see patterns, gaps, and opportunities to make things better.

You don't just maintain your clients - you continuously improve how they are supported. In conversations with clients, you listen closely and pick up on things others miss. You notice when something feels off, when expectations aren't aligned, or when a small issue points to a bigger pattern. You ask thoughtful questions, dig deeper, and take action - even when the problem isn't clearly defined.

Clients feel taken care of because you follow through, communicate clearly, and stay one step ahead. Internally, your team sees you as a reliable partner who makes their job easier and raises the bar. You take ownership of your role, are comfortable asking hard questions or pushing back when needed, and always advocate for what's right for the client and the team.

And just as importantly, you're someone people enjoy working with - steady, direct, and easy to collaborate with, bringing a positive and grounded presence to both clients and your team.

Exemption Status: Exempt

Location: Worcester, MA

Compensation Range: $65,500 - $82,000

Paragus Strategic IT

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