Senior Manager of Client Services

Working under general supervision of the VP IT Shared Services, relying on experience and judgement to plan and accomplish goals, the Sr. Manager Client Services provides senior leadership to the Client Services team. The Sr. Manager Client Services ensures the highest level of customer (end user) satisfaction through proactive interaction, metric measurement, and continuous process improvement for all business units and remote locations within the enterprise. The Sr. Manager Client Services defines the strategic plan for exceptional customer support and executes that strategy by fostering vendor partnerships, process enhancements, resource alignment, and operational excellence.

• Leads the Client Services and IT Operations teams in resolving issues, answering questions, performing metric evaluation and providing guidance to the corporate user community.
• Serves as a change agent for introducing new processes, vendor relationships, organizational alignment, and technology in attaining the highest levels of customer support and satisfaction.
• Acts as the escalation point for critical tickets and events, through continuous review of ticket and SLA reports.
• Crafts and executes the strategic plan for aligning the service desk support portfolio with business requirements.
• Proactively interacts with peer business and IT management in identifying opportunities to improve the user experience.
• Leads and develops staff through ongoing coaching, 1 on 1 and team meetings.
• Executes escalation and problem resolution processes in accordance with implemented procedures.
• Manages the workstation lifecycle replacement policy and works with internal sales teams for identifying volume hardware purchase opportunities.
• Performs all other duties or special projects as assigned.

• Experience in managing support services for organizations leveraging the Microsoft suite of software (Office 365, Intune, Exchange, SharePoint) in both on premise and cloud implementations.
• Strong understanding of industry leading ticketing and support desk software solutions for both on premise and cloud-based delivery. (ServiceNow preferred).
• Background of leveraging evolutionary approaches to high impact service desk execution (Lean, metric collection and measurement, business dashboards, Service Level Agreements).
• Fundamental understanding of Cisco network connectivity and remote access solutions (VPN, Web portal) to be able to build a support model for a telecommuting/remote workforce.
• In-depth operational experience in creating and managing both capital and expense budgets with a proven ability to identify cost containment opportunities.
• Familiarity with Windows and Apple devices and operations.
• Experience in identifying and implementing automation solutions for repetitive tasks.
• Adept at escalation and incident management as the Shared Services problem owner for infrastructure outages and critical events.
• Experience in the use of metrics, Service Level Agreements, and reporting to identify the health of service desk operations for support and problem resolution.
• Proven skill in building a sustainable rapport with business and IT leaders to understand end user challenges to constantly evolve the support framework.
• Ability to negotiate vendor contracts that align strategic initiatives with budgetary constraints.
• Proven ability to interact with all levels of Information Technology and business management in communicating incident status, collecting user requirements, and soliciting feedback for support events.
• Ability to leverage external vendor partnerships in attaining a flexible resource model, creating strategic roadmaps, and measuring the success of service desk operations.
• Excellent oral and written communication skills are required, as well as proven excellence in collaboration with senior business leaders and IT teams.
• Comfort dealing with executive and board support issues.