Description
The Client Services Manager is responsible for leading the organisation's IT Service Delivery function, including multi-site Help Desk operations, Unified Communications (UC), and Video Teleconferencing (VTC) support teams.
This role ensures consistent, high-quality customer support across the United States through standardised ITIL practices, strong leadership, and the effective use of ServiceNow as the enterprise ITSM platform.
Key Responsibilities:
- Manage multi-site Help Desk/Service Desk teams located across the U.S., ensuring consistency in service delivery and customer experience.
- Oversee all frontline IT support activities within ServiceNow, including incident management, request fulfilment, queue monitoring, ticket routing, SLA tracking, and escalation workflows.
- Ensure strict adherence to ITIL-based processes (Incident, Request, Problem, Change, Knowledge).
- Create staffing plans, shift schedules, and cross-site support models to ensure full coverage.
- Use ServiceNow dashboards, analytics, and reporting to track trends, performance, and operational health.
- Conduct ticket quality reviews, SLA compliance checks, and service performance audits.
- Drive continuous improvement by leveraging ServiceNow data to identify gaps, bottlenecks, and automation opportunities.
Unified Communications (UC) & VTC Management
- Oversee UC and VTC teams responsible for collaboration platforms, conferencing technologies, and event support.
- Manage scheduling, readiness, and live support for executive-level meetings and high-profile VTC sessions.
- Partner with engineering, AV, and network teams to maintain reliable UC/VTC infrastructure and improve service performance.
- Ensure all UC/VTC requests, incidents, tasks, and changes are tracked appropriately in ServiceNow.
Client Engagement & Escalation Management
- Act as the senior escalation point for service delivery, help desk, UC, and VTC issues.
- Build strong, transparent relationships with customers and stakeholders through consistent communication.
- Lead service reviews, incident post-mortems, and client feedback sessions using ServiceNow reports and metrics.
Operational Governance & Continuous Improvement
- Foster an ITIL-aligned service culture, ensuring repeatable processes and continuous improvement.
- Maintain knowledge articles, SOPs, runbooks, procedures, and training materials within ServiceNow Knowledge Management.
- Identify automation opportunities through ServiceNow (workflows, AI routing, virtual agents, request catalog improvements).
- Support vendor management, lifecycle planning, and platform upgrades aligned with UC and service delivery roadmaps.
- Provide regular service delivery dashboards, metrics, and executive reports created through ServiceNow.
Required Qualifications:
- Bachelor's degree in IT, Business, Communications, or equivalent experience.
- 5–7+ years managing IT Service Delivery or Help Desk operations across multiple locations.
- US Citizenship
- TS or DOE Q level clearance
Preferred Qualifications:
- ServiceNow Administrator or ITSM specialisation experience (preferred but not required).
- ITIL Foundation certification or higher.
- Experience with executive-level VTC or mission-critical AV/UC support.
- Familiarity with AV systems, network fundamentals, and collaboration technology integrations.
Benefits:
- Comprehensive benefits and wellness packages
- 401K with company match
- Competitive pay and paid time off
- Full flex work weeks where possible
- Paid parental, military, bereavement, and jury duty leave
- Short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance