Ongoing Support Manager

Role Overview 

The Ongoing Support Manager is responsible for leading the Ongoing Support team and ensuring the effective delivery of ongoing, billable support services within Accordant’s Managed Services model. This role focuses on day-to-day team leadership, support delivery quality, and client experience, while operating within established managed services agreements and processes. 

The Manager provides guidance, coaching, and oversight to Ongoing Support Consultants, supports consistent and timely issue resolution, and serves as an escalation point for complex client needs.  

The ideal candidate is a hands-on leader with strong functional support experience, a working understanding of managed services delivery, and a passion for developing people and improving service consistency. 

Key Responsibilities 

Ongoing Support Delivery 

• Oversee day-to-day delivery of ongoing support services to clients within defined managed services scope 

• Ensure support requests are handled efficiently, accurately, and in alignment with service expectations 

• Monitor support queues, workloads, and response times to maintain consistent service levels 

• Serve as an escalation point for complex support issues and client concerns 

• Ensure consistent delivery against established SLA’s  

 
Team Leadership & Development 

• Lead, coach, and support a team of Ongoing Support Consultants 

• Set clear expectations around support quality, time management, and client communication 

• Support onboarding and ongoing training for new and existing team members 

• Provide regular feedback and performance coaching to support growth and accountability 

• Foster a collaborative, supportive, and learning-oriented team culture 

 
Managed Services Execution (Operational) 

• Support accurate tracking of billable support activity in alignment with managed services agreements 

• Help ensure support work stays within defined scope, escalating potential scope concerns appropriately 

• Partner with Client Success when service usage trends or recurring needs should be discussed with clients 

• Reinforce consistent processes and expectations for delivering support within a managed services model 

• Develop and track KPI’s to establish trends that lead to proactive customer health improvements and early risk indicators. 

 
Process & Knowledge Management 

• Contribute to the development and maintenance of internal documentation, workflows, and knowledge base resources 

• Identify recurring support issues and recommend process improvements or training opportunities 

• Stay informed on system updates or changes that impact ongoing support delivery 

 
Cross-Functional Collaboration 

• Partner with Implementation and Practice teams to support smooth transitions into Ongoing Support 

• Collaborate with Customer Success, communicating early signals indicating customer health and growth trends 

• Collaborate internally to ensure alignment on client needs, priorities, and delivery expectations 

Requires Skills and Experience 

• 3+ years of experience in a client-facing support or consulting role 

• Prior experience mentoring, coaching, or leading team members (formal people management experience preferred but not ) 

• Strong troubleshooting and problem-solving skills in a professional services environment 

• Working knowledge of managed services or ongoing support delivery models 

• Ability to manage competing priorities while maintaining service quality 

• Strong written and verbal communication skills with clients and internal stakeholders 
   

Preferred Qualifications 

• Experience managing or supporting an ongoing support or help desk team 

• Familiarity with ERP, accounting systems, or business applications (practice-agnostic) 

• Experience operating in a billable support environment 

• Experience developing metrics and KPI’s for management review 

• Demonstrated interest in people leadership and continuous improvement 

Always Choose Exceptional | Lead with Integrity | Embody Respect and Care Deeply | Embrace Change and Innovation

Note: Candidates must be authorized to work in the US or Canada; we cannot provide sponsorship at this time.