IT Services Manager – Client Services (Dallas)

Business Network Consulting, Ltd.•Dallas, TX

1d•Hybrid

About The Position

The Regional IT Services Manager directly oversees the entire Dallas-based IT consulting team consisting of field engineers as well as their associated clients and plays an active role in driving the overall support and execution of the business. A combination of people manager, account supervisor, business driver, and customer service expert, this full-time hybrid in-office role requires a broad collection of skills as well as specific industry expertise. We are looking for someone that comes from the tech space that is a natural leader and possesses exceptional people skills. This role requires a strong business consulting presence. You will regularly meet with executives and owners of sizable organizations, lead professional client conversations, and present recommendations with polish and confidence. You must be able to “play the part” in front of clients and then return to hands‑on leadership and operational accountability with your technical team.

Requirements

Solid understanding of the general technology used by small and medium-sized businesses (SMB) to support their companies as well as a general understanding of the technical consulting services business.
Positive, can-do attitude.
Able to communicate effectively with client contacts of all levels.
Can lead a team of varying skill levels and personality types.
Bachelor’s degree required (any major). Business, communications, management, or technology‑related fields preferred.
5+ years of recent people‑management experience (within the last 7 years), including direct accountability for performance management, coaching, and corrective action, managing teams of technical or IT professionals.
2+ years of management experience in a tech‑focused, client‑facing role with direct people‑management responsibility, including the ability to assess ambiguous problems and quickly devise practical, business‑appropriate solutions.
Superior management, coaching and interpersonal skills.
Proven success in leading a team and developing staff.
Track record of being a data-driven decision maker; ability to analyze a variety of data and use it to optimize processes and resources.
Ability to speak to and connect with client contacts at all levels.
Technical fluency with common SMB platforms (Microsoft 365/Azure fundamentals, security concepts, networking basics) sufficient to guide decisions, challenge assumptions, and manage outcomes. Deep hands‑on engineering is not required.
Possess excellent organizational skills.
The ability to communicate effectively with technical and non-technical audiences.
The ability to identify and solve complex technical problems.
The ability to adapt to new technologies and changing business requirements.
Can work independently but within a set of guidelines, policies, and procedures.

Nice To Haves

Experience in MSP, IT consulting, or professional services environments
Familiarity with ConnectWise or similar PSA tools
Be willing to support occasional after-hours and weekend work.
Be interested in growing your management skillset along with our organization.

Responsibilities

Lead a team of the industry’s best field engineers to drive exceptional customer experiences implementing the latest technologies.
Act as the senior client advocate and escalation owner - reset expectations, manage difficult conversations, and ensure clients experience a highly professional, consultative engagement.
Lead executive‑level client meetings (QBRs, service reviews, roadmap discussions) and clearly present recommendations, risks, and options.
Maintain a hands‑on leadership cadence: approve time entries prior to client receipt, review utilization, coach engineers weekly, and address performance issues directly - this is not a governance‑only or reporting role.
Track and use data/metrics to inform and make business decisions around company defined KPIs.
Work closely with management to ensure your team is operating at optimal capacity and that technology platforms and standards are fully leveraged across the client base.
Onboard and train new engineers to ensure their successful integration with the team.
Demonstrate daily leadership presence with both clients and engineers, moving fluidly between executive‑level client engagement and hands‑on management of technical teams and operational execution.
Ensure smooth engineer transitions for client accounts.