Technical Client Service Manager, MSSP

Company Overview

The company is a global, intelligence-driven technology services company delivering professional and managed services across Hybrid Cloud Infrastructure, Networking & Connected Experiences, Cybersecurity, Data & AI, Autonomous Operations & Intelligence, and Enterprise Service Management. We help organizations operate, secure, and modernize complex environments by unifying infrastructure, networking, data, security, automation, and observability under a single, integrated operating model. Our work focuses on helping customers reduce operational friction, improve resilience, and make better, faster decisions as their environments evolve. The company builds on decades of industry expertise and a customer-centric ethos to deliver exceptional value to clients across diverse industries.

Position Overview

The Technical Client Service Manager will serve as the primary liaison between the company's Managed Security Services (MSSP) clients and internal teams, ensuring client satisfaction and the successful delivery of services against agreed-upon Service Level Agreements (SLAs). This role blends customer service, technical understanding, and project management. The ideal candidate possesses a strong understanding of cybersecurity concepts and can communicate effectively with both technical and non-technical audiences.

Responsibilities

• Serving as the primary point of contact for assigned clients

• Building and maintaining strong, long-term client relationships

• Understanding client needs and expectations

• Proactively addressing client concerns and issues

• Ensuring the company's services are delivered according to agreed-upon Service Level Agreements (SLAs)

• Monitoring service performance and reporting on key metrics

• Coordinating with technical teams to resolve client issues

• Managing service delivery projects and implementations

• Providing regular updates to clients on service performance, security incidents, and other relevant information

• Preparing and delivering reports on security posture and trends

• Facilitating communication between clients and internal technical teams

• Helping clients understand their security risks and vulnerabilities

• Providing guidance on security best practices

• Facilitating security awareness training

• Identifying opportunities for upselling and cross-selling MSSP services

• Supporting the sales team in client presentations and proposals

• Helping to retain clients by ensuring satisfaction

Qualifications

• Education in Information Security or a related field (or equivalent experience)

• Proven experience working in a managed services provider (MSP) or MSSP environment

• Certifications such as CompTIA Security+, CISSP, or CISM are a plus

• Excellent communication, presentation, and interpersonal skills

• Strong problem-solving and troubleshooting abilities

• Experience in the IT/Security industry

• Knowledge of Service Level Agreements (SLAs)

• Ability to manage service delivery projects and implementations

• Experience coordinating with technical teams and managing timelines

• Strong organizational skills

Benefits

• Competitive salary and performance-based incentives

• Outstanding health, dental, and vision insurance plans

• Retirement savings plan with employer matching

• Flexible work schedule and remote work options

• Professional development and training opportunities

• Collaborative and inclusive work culture with opportunities for career growth

The company is an equal opportunity employer. If you need any accommodations or adjustments throughout the interview process and beyond, please let us know. We celebrate our inclusive work environment and welcome members of all backgrounds and perspectives to apply.

We thank you for your interest in joining the the company team! While we welcome all applicants, only those who are selected for an interview will be contacted.