What are the responsibilities and job description for the IT Client Services Manager position at ttg Talent Solutions?
Job Title: IT Client Services Manager
Location: Denver, Colorado
Type of Work: In office
Schedule: Monday to Friday from 8 am to 5 pm
Type of Contract: Permanent
Pay Rate: $102,000 - $116,000 (Bonus Eligible)
Description:
Responsibilities and Duties:
At ttg, "We believe in making a difference One Person at a Time," ttg OPT
IND2
Location: Denver, Colorado
Type of Work: In office
Schedule: Monday to Friday from 8 am to 5 pm
Type of Contract: Permanent
Pay Rate: $102,000 - $116,000 (Bonus Eligible)
Description:
The Client Services Manager is responsible for overseeing the day-to-day operations of a Level 1 Service Desk and a small internal team of Desktop Engineers. The role requires managing the support team's activities and optimizing end-user support processes. You will also ensure adherence to service level agreements (SLAs) and implement improvements for user satisfaction and system security. Strong leadership, technical proficiency, and a customer-first mindset are essential for success in this position.
Responsibilities and Duties:
- Oversee daily operations of the IT Service Desk to ensure prompt resolution of support tickets and strict adherence to SLAs.
- Develop and enforce service desk procedures based on industry frameworks (e.g., ITIL).
- Monitor and report on service desk performance, identifying trends and areas for improvement.
- Ensure proper utilization of service management tools for ticketing, knowledge bases, and reporting.
- Collaborate with IT teams to align support strategies with business needs.
- Implement automation tools and self-service technologies to enhance service efficiency.
- Partner with vendors to ensure timely and cost-effective procurement of IT equipment.
- Maintain asset management policies and procedures for accurate tracking of equipment.
- Regularly collect customer feedback and use it to enhance service desk operations.
- Conduct performance reviews and provide mentoring for staff development.
- Cultivate a high-performance, collaborative team culture focused on superior customer service.
- Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent work experience.
- Minimum 5 years of experience in IT support, with at least 2-3 years in a leadership role.
- Proven experience in managing outsourced IT vendors.
- Familiarity with ITIL or other service management frameworks.
- Strong leadership and interpersonal skills, with the ability to motivate and guide a team.
- Proficient with service desk tools (e.g., ServiceNow, Zendesk) and ITSM best practices.
- Excellent problem-solving skills, especially in high-pressure situations.
- Knowledge of IT infrastructure, networking, software, and hardware.
- Ability to manage multiple priorities and meet deadlines.
- Strong leadership and team-building capabilities.
- Excellent verbal and written communication skills.
- Proficiency in IT service management tools and ticketing systems.
- Ability to work collaboratively across teams and departments.
- Strong analytical skills to identify performance gaps and improve efficiency.
At ttg, "We believe in making a difference One Person at a Time," ttg OPT
IND2
Salary : $102,000 - $116,000
