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 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 
 

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.