IT Client Services Manager

Aldridge Group•Green Oaks, IL

About The Position

The Client Services Manager at Aldridge Electric is a pivotal leadership role responsible for the end-to-end delivery of IT support services across the organization. This individual leads the Client Support Specialist team, ensuring that our workforce remains productive, secure, and well-supported. The primary objective for this role is to transform the help desk from a reactive support function into a proactive service center. You will oversee the deployment of all client hardware, manage our modern device management stack (Intune/Level.io), and optimize our service management platform (Freshservice) while managing our primary collaboration environment in Google Workspace. At Aldridge, we invite you to be a part of our dynamic team, where your skills are not only valued but crucial to our success. As we pursue our vision to be the First Choice for Energy and Transportation infrastructure projects, we welcome fresh perspectives and prioritize teamwork to drive our industry-leading safety, innovation, and execution. Our culture is rooted in family-centeredness, with third-generation leadership guiding our unwavering spirit of innovation and entrepreneurship. With over 2,000 industry experts dedicated to our vision, we actively contribute to and uplift the communities impacted by our infrastructure projects and our Aldridge family. Built on collaboration and a commitment to mental wellness, our core values create an unparalleled sense of unity and camaraderie within our organization. Through team-building events, open-door policies, and visible executive presence, we foster an environment where everyone can thrive, innovate, and make a meaningful difference. Join us in building the infrastructure that keeps the world moving and connected – become a part of the A-team to start building and strengthening your career today!

Requirements

5+ years of IT support experience, with at least 2 years in a leadership or supervisory capacity.
Advanced administration of Google Workspace (Gmail, Drive, Groups, Admin Console).
Deep understanding of Microsoft 365 ecosystem (Entra ID, Intune).
Experience with Freshservice or similar ITSM platforms.
Familiarity with Remote Monitoring and Management (RMM) tools like Level.io.
Proven ability to motivate a technical team and communicate complex technical concepts to non-technical stakeholders.
A strong focus on documentation, process improvement, and data-driven decision-making.

Nice To Haves

Experience in the construction or electrical engineering industry is a plus but not required.

Responsibilities

Team Management: Direct, mentor, and develop a team of Client Support Specialists. Establish clear KPIs, performance standards, and professional development paths.
Service Excellence: Define and maintain Service Level Agreements (SLAs) to ensure timely and effective resolution of all support requests.
Continuous Improvement: Analyze ticket trends to identify root causes and implement long-term solutions to recurring technical issues.
Collaboration & Messaging: Serve as the primary administrator for Google Workspace. Manage enterprise-wide email (Gmail), file storage (Drive), and collaboration tools.
Access Control: Oversee the creation and management of Google Groups and the assignment of folder/file permissions to ensure secure data access.
Endpoint Management: Oversee the lifecycle of all client hardware, including laptops, desktops, smartphones (iOS/Android), and tablets.
MDM & Automation: Manage and optimize Microsoft Intune and Level.io for automated provisioning, patch management, and security compliance.
Identity & Access: Supervise user lifecycle management within Active Directory and Entra ID (formerly Azure AD), ensuring secure and seamless access for all employees.
Platform Ownership: Act as the primary administrator for Freshservice. Configure workflows, automation rules, and dashboards to streamline the support process.
Self-Service Strategy: Lead the initiative to "Shift-Left" by creating and maintaining a comprehensive Knowledge Base.
Content Creation: Oversee the production of high-quality knowledge articles, video tutorials, and FAQs designed to empower users and reduce Level 1 ticket volume.
User Training: Coordinate training sessions for end-users on hardware, software (including Google Workspace best practices), and cybersecurity.
Procurement: Manage vendor relationships for hardware and peripheral procurement.
Inventory Control: Maintain an accurate inventory of all IT assets and manage the refresh cycle for aging hardware.
Peripheral Support: Ensure consistent uptime and support for office peripherals, including printers, scanners, and conference room technology.