What are the responsibilities and job description for the IT Client Services Manager position at Align Credit Union?
Job Description
Job Description
Role :
The Client Services Manager develops and executes strategic decisions based on Align Credit Union's corporate goals and core values. Following ITIL processes, the candidate will help drive the improvements to ticket management and be responsible for coordinating the incident response plan. The candidate promotes a positive relationship between members (internal and external) and Align Credit Union and understands that service delivery to members is our number one priority. Additionally, the candidate will excel in providing technical support while providing guidance and direction to the team. Lastly, the Client Services Manager is expected to identify areas of improvement and create metrics and processes that are measurable and repeatable to fulfil audit and regulatory requirements.
Essential Functions & Responsibilities :
Manage and collaborate with technicians, vendors and other parties involved on major incidents.
Build and maintain relationships with product owners to ensure that their requirements continue to be reflected in the requests we assist with in our daily activities.
Proactively drive improvements, including capturing and acting on stakeholder feedback.
Participate in IT Steering Committee to guide the IT organization regarding the future of the incoming service requests.
Tier 1 support of core application admin / account maintenance functions, as well as third-party interfaces.
Service Desk and request management, including all desktop support functions.
Team champion and advocate, interacting frequently with all business units, enterprise application team and IT infrastructure team.
Effective leader that builds meaningful and positive relationships with staff and motivates them to strive for excellence.
Maintain ServiceNow request logs and process request reports for review with management to drive efficiency.
Participate in project development and implementation, budget planning, and auditing process with management teams. Other job-related duties, as assigned.
