IT Client Services Manager

The Client Services Manager’s role is to oversee all Service Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents/services request, including the monitoring, tracking and coordination of Service Desk functions. The Client Services Manager is also responsible for planning, designing, and analyzing ITIL/ITSM-based Service Desk according to best practices, while ensuring high levels of customer service quality and availability. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. The Client Services Manager is also responsible for staffing capacity planning, ITSM Service Desk process design, performance analysis, and developing proactive resolution plans. The Client Services Manager will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.

Strategy & Planning

• Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.

• Develop policies and procedures that outline how problems are identified, documented, assigned and corrected.

• Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. 

• Plan and conduct performance appraisals of Service Desk staff, administer disciplinary action, raises, bonuses and promotions when necessary.

Acquisition & Deployment

• Prepare budget proposals and operational expenditure statements. 

• Conduct research on emerging products, services, protocols and standards in support of service desk technology procurement and development efforts.

• Liaise with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues.

• Ensure appropriate training initiatives for new and existing staff.

• Oversee Service Desk technology deployment, installation, configuration tasks activities.

Operational Management

• Manage the processing of incoming tickets to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.

• Develop and enforce request handling and escalation policies and procedures.

• Track and analyze trends in Service Desk requests and generate statistical reports.

• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.

• Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.

• Oversee development and communication of help sheets, usage guides and FAQs for end users.

• Attend as required training seminars, conferences and trade shows to broaden knowledge of current and future ITSM-based Service Desk issues and technologies.

• Oversee the development, implementation and administration of Service Desk staff training procedures and policies.

• Train, coach and mentor Service Desk Technicians and other junior staff.

• Manage the overall desk activities and staff.

• Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.

• Monitor incident trends and anticipate potential problems for proactive resolution.

• Time management

• Ability to think analytically and critically

• Experience in managing a Service Desk 

• Higher Education experience is a plus

Bachelor’s Degree required

• Extensive infrastructure and application support experience using ServiceNow or other ticketing and incident management systems.

• Extensive knowledge and support experience with common productivity applications.

• Extensive knowledge of computer hardware, including PCs, phone and network equipment.

• Working knowledge of a range of diagnostic utilities.

• Experience with desktop and server operating systems, including Windows 7 and Windows Server.

• Familiarity and practical application of advanced principles of ITIL/ITSM.

• Proven track record of developing and providing SLAs and Service Desk deliverables.

• Demonstrated progressive experience in the management of a technical support team.

Flexibility to work different shifts and have on-call availability as needed and scheduled.

Lifting and transporting of moderately heavy objects, such as computers and peripherals.