Manager, IT Client Services

TTM Technologies

1d•Hybrid

About The Position

The Service Desk Manager oversees and manages the day-to-day operations of the Tier I Client Services team, ensuring effective resolution of all incidents and service requests while maintaining customer satisfaction and meeting service level agreements (SLAs). This role is responsible for leading, training, and developing the Tier I team, administering and continuously improving the ServiceDesk Plus helpdesk platform, and implementing ITSM best practices across the organization. The Service Desk Manager serves as the primary "face" of Client Services to the user population, engaging with both IT teams and end-users to address issues and escalations. They coordinate closely with the IT Director to identify, recommend, develop, implement, and support cost-effective technology solutions aligned with the organization's strategic vision. Some travel may be required for meetings with other Client Services Management to develop and implement standard operating procedures, policies, and ITSM best practices.

Requirements

Bachelor’s degree in information technology, Computer Science, or related field required
Equivalent relevant work experience considered in lieu of degree
Minimum 5–7 years of IT Help Desk or desktop support experience, with at least 3 years in a supervisory or team lead capacity
Demonstrated experience managing IT systems and staff, including remote team management
Experience with ITSM platforms required; ManageEngine ServiceDesk Plus experience strongly preferred
Proven experience planning and executing technology projects and system implementations
Experience managing multiple projects simultaneously in a fast-paced environment
ManageEngine ServiceDesk Plus (administration, configuration, reporting)
ManageEngine Suite (EndpointCentral, OpManager, or related tools)
ITSM platforms (ServiceNow, Jira Service Management, or similar)
ITIL framework and best practices
Microsoft Windows Server
Active Directory administration and user management
Microsoft Office 365 administration
Backup software and data protection solutions
Windows 10/11 desktop environment
Remote management and monitoring tools (Bomgar/BeyondTrust, Remote Desktop, TeamViewer)
Endpoint security solutions (SentinelOne or similar antivirus/endpoint protection)
Mobile Device Management (AirWatch or similar MDM)
VoIP phone system administration
Reporting and analytics tools for KPI and SLA tracking
People Management: Proven ability to hire, train, coach, and develop IT support staff
Team Leadership: Experience leading and motivating technical teams toward shared goals and SLA targets
Project Management: Ability to plan, prioritize, and execute multiple concurrent projects and initiatives
Decision-Making: Sound judgment in resolving escalated incidents, personnel matters, and operational challenges
Strategic Thinking: Ability to align team operations with broader IT and organizational goals
ITSM Administration: Deep understanding of helpdesk platform configuration, automation, and optimization
Troubleshooting: Ability to guide the team through systematic diagnosis and resolution of complex technical issues
Documentation: Clear, accurate creation and maintenance of SOPs, knowledge base articles, and performance reports
Technical Learning: Ability to quickly learn and adapt to new technologies, tools, and organizational systems
Strong oral and written communication skills with the ability to convey technical concepts to non-technical audiences
Strong customer service orientation with the ability to manage and resolve complex user complaints and escalations
Ability to build effective working relationships across IT teams, business stakeholders, and vendors
Demonstrated professionalism, patience, and empathy in high-pressure or crisis situations
Monitor the ServiceDesk Plus helpdesk queue and ensure tickets are properly triaged, assigned, and progressing toward resolution
Review escalated tickets and provide guidance or direct intervention to resolve complex incidents
Communicate with end-users and IT teams regarding open issues, status updates, and resolutions
Coach and support Tier I technicians on ticket handling, customer communication, and technical troubleshooting
Monitor SLA compliance and take corrective action on at-risk or breached tickets
Conduct team meetings and one-on-one check-ins with Tier I staff
Review and analyze helpdesk metrics, KPI reports, and SLA performance data
Review and approve new or updated knowledge base articles
Collaborate with IT Director and other teams on ongoing projects and operational priorities
Assess ServiceDesk Plus platform needs and implement configuration improvements
Stay current on ITSM best practices, ManageEngine ServiceDesk Plus updates, and relevant IT industry trends
Continuously evaluate and improve service desk processes, workflows, and team performance
Ensure all team policies, procedures, and escalation paths are documented and followed
Support IT Director in strategic planning, budgeting, and resource allocation decisions
Sit for extended periods at a computer workstation (up to 6–8 hours daily)
Use computer keyboard and mouse for extended periods
View computer screens for extended periods
Lift and carry equipment up to 50 lbs. unassisted on occasion
Stand, walk, bend, stoop, and reach to access equipment as needed
Must comply with TTM Export Control Policies and Procedures and all applicable laws including ITAR, EAR and OFAC

Nice To Haves

Professional certification in systems management and/or systems administration preferred (e.g., ITIL Foundation, CompTIA A+/Network+, Microsoft certifications)

Responsibilities

Serve as the primary administrator of the ManageEngine ServiceDesk Plus helpdesk platform, managing configuration, maintenance, and ongoing improvements
Design and create new request forms, templates, and workflows that address common user issues and streamline ticket routing
Configure and maintain SLA policies, escalation rules, business rules, and automation within ServiceDesk Plus
Develop and maintain a structured, standardized knowledge base for both service desk staff and end users within the platform
Generate and distribute weekly, monthly, and yearly metrics and reports on staff performance, ticket volume, SLA compliance, and KPIs
Monitor the helpdesk queue to ensure timely and effective resolution of all incidents, service requests, and customer inquiries
Oversee proper ticket classification, prioritization, escalation, and closure across all Service Desk activities
Identify gaps and failings in team performance through data analysis and implement corrective actions
Hire, train, mentor, and evaluate Client Services Tier I team members, managing performance, development, and work schedules
Set clear expectations, goals, and performance standards aligned with departmental KPIs and SLA requirements
Conduct regular one-on-one check-ins, performance reviews, and coaching sessions to support team growth and accountability
Manage staffing schedules, on-call rotations, and workload distribution to ensure adequate coverage across all support hours
Develop and deliver training programs and onboarding materials for new Tier I technicians
Foster a collaborative, customer-focused team culture built on continuous improvement and knowledge sharing
Participate in disciplinary processes and escalations related to team conduct or performance as needed
Serve as the escalation point for all complex, sensitive, or unresolved incidents and service requests within the Service Desk
Ensure high levels of customer satisfaction by monitoring ticket quality, follow-up practices, and resolution outcomes
Address and resolve customer complaints and escalations in a timely and professional manner
Act as the "face" of Client Services to the user population, building trust and strong relationships with both IT teams and end-users
Develop, implement, and enforce standard operating procedures, policies, and ITSM best practices (e.g., ITIL framework)
Manage crisis situations involving complex technical hardware or software problems, coordinating appropriate resources for resolution
Collaborate with other IT teams, stakeholders, and vendors to improve overall service delivery and end-user experience
Participate in the planning, development, and implementation of new IT projects and system implementations
Plan and allocate Tier I resources to meet evolving operational needs and project demands
Work with the IT Director to identify and recommend cost-effective technology solutions aligned with the organization's strategic goals
Coordinate with other Client Services Management to develop and standardize processes and ITSM best practices across sites
Oversee and manage the Tier I on-call rotation, ensuring adequate after-hours coverage for critical incidents
Respond to and manage escalated critical incidents outside of normal business hours as needed
Maintain availability for high-severity outages or situations that require managerial involvement
Maintain and continuously improve a standardized knowledge base within ServiceDesk Plus for staff and end users
Ensure all SOPs, policies, escalation procedures, and team guidelines are documented and kept current
Review and approve knowledge base articles created by Tier I technicians for accuracy and usefulness
Produce and distribute regular performance reports and dashboards to IT leadership