Client Services Manager | OVG Corporate

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Overview

The Client Services Manager is responsible for ensuring the efficient operation and continuous improvement of IT support services. This role oversees the day-to-day activities of an outsourced "Level 1" Service Desk and a smaller internal team of Desktop Engineers, ensuring that end-user support requests are handled promptly and effectively. The Client Services Manager will develop and implement strategies for optimizing support processes, improving user satisfaction, maintaining a secure end-user environment, and ensuring adherence to service level agreements (SLAs). The role requires both a technical background and strong leadership skills to coach, mentor, and guide a team of service desk professionals.

This role pays an annual salary of $102,000 to $116,000 and is bonus eligible.

Benefits for FT roles: Benefits: Health, Dental and Vision insurance, 401(k) savings plan, 401(k) matching, and paid time off (vacation days, sick days, and 11 holidays).

This position will remain open until May 9, 2025.

Responsibilities

• Oversee the daily operations of the IT Service Desk, ensuring timely resolution of tickets and adherence to SLAs.
• Coordinate escalation procedures and ensure that complex or critical issues are resolved appropriately and in a timely manner.
• Develop and implement service desk processes and procedures based on accepted industry frameworks (e.g., ITIL).
• Develop and implement key performance indicators (KPIs) to ensure efficiency and effectiveness.
• Prepare and present reports on service desk performance, including trends in issues and recommendations for improvement.
• Ensure the effective use of service management tools for ticketing, knowledge base, and reporting.
• Collaborate with IT teams to ensure proper configuration and use of IT infrastructure, software, and hardware to align support strategies with business needs
• Drive the use of automation and self-service technologies to streamline support and reduce manual workload.
• Work with our existing vendors and partners to ensure the smooth procurement of equipment in a timely and cost-effective manner
• Implement and maintain asset management policies, procedures, and tools to accurately track end-user computer equipment
• Ensure that customer feedback is regularly collected and used to improve service desk performance.
• Conduct regular performance reviews, provide feedback, and create development plans for staff.
• Foster a collaborative, high-performance culture focused on delivering excellent customer service.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience.
• 5+ years of experience in IT support, with at least 2-3 years in a supervisory or management role in an IT service desk or technical support team.
• Experience managing outsourced vendors that serve in an operational capacity
• Proven track record in managing service desk processes and implementing continuous improvements.
• Familiarity with ITIL or other service management frameworks.
• Strong leadership and people management skills, with the ability to motivate and develop a team.
• Excellent communication and interpersonal skills, with a focus on customer service.
• Proficiency with service desk tools (e.g., ServiceNow, Zendesk) and ITSM best practices.
• Strong problem-solving abilities and the ability to make decisions in high-pressure situations.
• Knowledge of IT infrastructure, networking, software, and hardware.
• Ability to manage multiple priorities and meet deadlines.