10684 - Manager, IT Client Services
About The Position
The selected Client Services Manager will be responsible for the strategic and operational leadership of a 24x7 Help Desk and Workspace Management team, delivering high-quality end-user support across client environments. This role oversees service delivery for Client Device Management, Workstation Engineering, Audio Visual (AV) Support, and Mobile Support, ensuring consistent, reliable, and customer-focused service aligned with contractual commitments and business outcomes. The Client Services Manager serves as the primary point of accountability for service performance, operational stability, client satisfaction, and continuous improvement across all end-user and workspace services.
Requirements
- Bachelor’s degree in Information Technology, Business, or related field (or equivalent experience)
- 8+ years of experience in IT service delivery, with at least 3 years in a management role
- Proven experience managing 24x7 Service Desk or End User Computing environments with a strong understanding of:
- ITIL service management practices
- End-user device lifecycle management
- Workspace and collaboration technologies
- Demonstrated client-facing experience with executive-level stakeholders
Nice To Haves
- ITIL certification (Foundation or higher)
- Experience supporting enterprise or regulated environments
- Familiarity with modern endpoint management platforms (e.g., Intune, SCCM, JAMF)
- Experience with AV technologies and collaboration platforms (Teams, Zoom, conference room systems)
Responsibilities
- Lead and manage a 24x7 Help Desk operation, ensuring adherence to SLAs, KPIs, and client contractual obligations and act as the primary operational interface for clients on end-user and workspace services
- Drive operational stability, root cause analysis, and problem management to reduce recurring issues to ensure consistent incident, request, and escalation management across all Workspace Management services , including: Client Device Management (laptops, desktops, peripherals) Workstation Engineering and standard image lifecycle Audio Visual and collaboration technology support Mobile device support and lifecycle management
- Establish staffing models that support 24x7 coverage and demand variability to ensure ITIL-aligned processes for Incident, Request, Problem, and Change Management in order to optimize service/help desk tooling, automation, self-service, and knowledge management
- Manage operational budgets, staffing costs, and service efficiency targets as well as oversee third-party vendors and suppliers supporting workspace and end-user services
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What This Job Offers
Job Type
Full-time
Career Level
Manager
