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:

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.
Requirements:

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.
Skills:

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.
ttg Talent Solutions is an Equal Opportunity Employer and recruiting agency. We are committed to creating an inclusive and diverse work environment and welcome applications from all qualified candidates regardless of race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status. Please note that all offers of employment are contingent upon the successful completion of a drug test and background check. We maintain a drug- and substance-free workplace to ensure the safety and well-being of all employees.

At ttg, "We believe in making a difference One Person at a Time," ttg OPT

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