IT Services Manager – Client Services (Dallas)

Business Network Consulting, Ltd.•Dallas, TX

7d•$125,000 - $175,000•Hybrid

About The Position

The IT Services Manager leads the Dallas-based IT consulting team, including field engineers, and oversees the team’s client relationships and service execution. This full-time, primarily on-site role combines people management, account supervision, business leadership, and customer service. The manager is expected to move between executive-level client engagement and hands-on leadership of technical teams and operational work. The position requires a strong business-consulting presence, including regular meetings with executives and business owners, leading client discussions, and presenting recommendations confidently. The manager is responsible for the quality of client experiences, team capacity and performance, engineer onboarding and transitions, and using metrics to guide business decisions. Applicants must be authorized to work full time in the United States without current or future employer sponsorship and must live in or be willing to relocate to the Dallas metro/DFW area.

Requirements

Bachelor’s degree in any major.
At least 5 years of recent people-management experience within the last 7 years, including direct accountability for performance management, coaching, and corrective action with teams of technical or IT professionals.
At least 2 years of management experience in a technology-focused, client-facing role with direct people-management responsibility.
Ability to assess ambiguous problems and quickly develop practical, business-appropriate solutions.
Technical fluency with common SMB platforms, including Microsoft 365/Azure fundamentals, security concepts, and networking basics, sufficient to guide decisions, challenge assumptions, and manage outcomes; deep hands-on engineering is not required.
Strong understanding of technology commonly used by small and medium-sized businesses and of technical consulting services.
Superior management, coaching, and interpersonal skills.
Proven ability to lead a team and develop staff.
Data-driven decision-making skills, including analyzing data to optimize processes and resources.
Ability to communicate effectively with and connect to client contacts at all levels, including technical and non-technical audiences.
Excellent organizational skills.
Ability to identify and solve complex technical problems.
Ability to adapt to new technologies and changing business requirements.
Ability to work independently within established guidelines, policies, and procedures.
Willingness to support occasional after-hours and weekend work.
Interest in developing management skills as the organization grows.
Must be authorized to work in the United States full time without the need for employer sponsorship, now or in the future.
Must live in or be willing to relocate to the Dallas metro/DFW area.

Nice To Haves

Experience in MSP, IT consulting, or professional services environments.
Familiarity with ConnectWise or similar PSA tools.
A degree in business, communications, management, or a technology-related field.

Responsibilities

Lead field engineers in delivering exceptional customer experiences and implementing current technologies.
Serve as the senior client advocate and escalation owner, resetting expectations, managing difficult conversations, and ensuring professional, consultative client engagement.
Lead executive-level client meetings, including quarterly business reviews, service reviews, and roadmap discussions, and present recommendations, risks, and options.
Maintain a visible leadership presence with clients and engineers, balancing executive engagement with hands-on team management and operational execution.
Approve time entries before they are sent to clients, review utilization, coach engineers weekly, and address performance issues directly.
Track and use data and metrics to make business decisions based on company-defined KPIs.
Work with management to ensure the team operates at optimal capacity and technology platforms and standards are leveraged across the client base.
Onboard and train new engineers.
Ensure smooth engineer transitions for client accounts.