Ongoing Support Manager

Accordant•Florham Park, NJ

11d

About The Position

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.

Requirements

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 required)
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

Nice To Haves

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

Responsibilities

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
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
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.
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
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