Senior Manager of Client Services

Be part of the team that drives our company forward, transforming ideas into real-world tools and platforms that support the business and spur innovation.

Merrimack, NH

CONNECTION

<p><strong>At Connection, our purpose is simple: we connect people with technology. From hardware&mdash;PCs, printers, servers, and more&mdash;to cutting-edge cloud, cybersecurity, and professional IT services, we design, build, and support the IT solutions that thousands of companies, schools, and government agencies rely on every day. We like to think of ourselves as the IT Department for our customers&rsquo; IT Department. Our company started out almost 40 years ago with two employees and a phone line. Today we&rsquo;re a Fortune 1000 IT solutions partner operating in 174 countries around the world&mdash;still driven by that startup mentality and guided by our original purpose.</strong></p> https://www.connection.com/

keywords: position summary,position details,what we do,who we are,why you should join us,leadership,continuous improvement,performance,experience,proficiency,qualifications,communication,skills

Full Time

$106,500.00/Yr. - $138,250.00/Yr.

Overview: <strong>What We Do:</strong><br /><br />We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That&rsquo;s what we do. We&rsquo;re the IT Department&rsquo;s IT Department.<br /> <br /><strong>Who We Are:</strong><br /><br />Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It&rsquo;s what makes Connection unique&mdash;what drives us to innovate and create technology solutions that stand apart from the crowd. We&rsquo;d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.<br /> <br /><strong>Why You Should Join Us:</strong><br /><br />You&rsquo;ll find supportive teammates and a rewarding career at Connection&mdash;plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family. Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive. We value the importance of our employees&rsquo; emotional well-being. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You&rsquo;ll also enjoy a generous paid time off package that includes not only vacation and care time, but also Wellness and Volunteer Time Off days.<br /><br /><br /> <p>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.</p> <p>&nbsp;</p>
Responsibilities: <ul> <li>Leads the Client Services and IT Operations teams in resolving issues, answering questions, performing metric evaluation and providing guidance to the corporate user community.</li> <li>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.</li> <li>Acts as the escalation point for critical tickets and events, through continuous review of ticket and SLA reports.</li> <li>Crafts and executes the strategic plan for aligning the service desk support portfolio with business requirements.</li> <li>Proactively interacts with peer business and IT management in identifying opportunities to improve the user experience.</li> <li>Leads and develops staff through ongoing coaching, 1 on 1 and team meetings.</li> <li>Executes escalation and problem resolution processes in accordance with implemented procedures.</li> <li>Manages the workstation lifecycle replacement policy and works with internal sales teams for identifying volume hardware purchase opportunities.</li> <li>Performs all other duties or special projects as assigned.</li> </ul>
Requirements: <ul> <li>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.</li> <li>Strong understanding of industry leading ticketing and support desk software solutions for both on premise and cloud-based delivery. (ServiceNow preferred).</li> <li>Background of leveraging evolutionary approaches to high impact service desk execution (Lean, metric collection and measurement, business dashboards, Service Level Agreements).</li> <li>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.</li> <li>In-depth operational experience in creating and managing both capital and expense budgets with a proven ability to identify cost containment opportunities.</li> <li>Familiarity with Windows and Apple devices and operations.</li> <li>Experience in identifying and implementing automation solutions for repetitive tasks.</li> <li>Adept at escalation and incident management as the Shared Services problem owner for infrastructure outages and critical events.</li> <li>Experience in the use of metrics, Service Level Agreements, and reporting to identify the health of service desk operations for support and problem resolution.</li> <li>Proven skill in building a sustainable rapport with business and IT leaders to understand end user challenges to constantly evolve the support framework.</li> <li>Ability to negotiate vendor contracts that align strategic initiatives with budgetary constraints.</li> <li>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.</li> <li>Ability to leverage external vendor partnerships in attaining a flexible resource model, creating strategic roadmaps, and measuring the success of service desk operations.</li> <li>Excellent oral and written communication skills are required, as well as proven excellence in collaboration with senior business leaders and IT teams.</li> <li>Comfort dealing with executive and board support issues.&nbsp;</li> </ul>