IT Client Services & Support Manager

Talent & Acquisition LLC - San Francisco, CA (30+ days ago)


IT Client Services & Support Manager contract to hire in San Francisco, CA. Must be able to legally work in the US on our W2.

This hands on role is accountable for creating an excellent customer service experience and for the overall success of the support team by providing technical leadership and tactical planning. This role will manage the Client Services and Support technicians in a fast paced environment. This includes daily supervision, monitoring of workload, problem solving and technical guidance. The position is also responsible for identifying root cause of support issues, analyzing data, and forming solutions to maximize efficiencies, minimize costs and meaningful relationships with the user population

Responsibilities:
  • Responsible for team of resources
  • Determines workload, delegate assignments, promote career development, and evaluate performance, skill growth, competency growth, and assists with performance goals
  • Manages off hour support and projects (i.e. moves, projects, emergencies, etc.)
  • Manages the call volume for the Client Services and Support team to ensure that the trouble tickets are being resolved on a timely basis
  • Provides technical guidance for the desktop team
  • Performs breakfix/end-user desktop support to users in multiple locations and provides second level support to the divisional community for software, hardware, and various infrastructure related issues
  • Manages all installs and configurations of printers and desktop deployment
  • Manages hardware inventory for location and provide monthly reports
  • Monitors and maintains problem status/resolution information in ServiceNow
  • Manages employee Timesheets and time management/projects in Clarity
  • Position will have a tremendous opportunity to deliver high impact solutions, assist in the tactical operation of our business and participate in a dynamic, changing industry
  • Maintain relationships with business colleagues at all levels
Qualifications:
  • 5 years/IS&T Desktop and PC Support experience working in large corporate environment
  • 2 years/IS&T Senior Support Technician or Supervisory working in large corporate environment
  • Windows 8/7/XP, Apple OSX desktop platforms
  • MS Office Suite – Office 2003 and Forward (Word, Excel, PowerPoint, Outlook) for both MAC and PC
  • LANDesk
  • Active Directory Management
  • Service Now or Ticketing Software
  • Basic Networking (TCIP, LAN/WAN, Network Topology as it relates to desktop support)
  • Mobile Devices Operating systems to include Apple iOS, Microsoft Windows Phone, Android and Blackberry
  • Demonstrates ability to reasonably estimate technical work effort for each team member as it relates to projects and work volume
  • Excellent communication; leadership skills
  • Outstanding interpersonal skills with demonstrated ability to communicate effectively and influence at all levels of the organization
  • Undergraduate degree in a computer science related field or equivalent work experience