Salary: $110000.00 to $155000.00 yearly

Description

We are offering an exciting opportunity for an IT Client Services Manager in Minneapolis, Minnesota. This role is based in the Hi-Tech Engineering industry and involves managing Tier 1 and Tier 2 IT teams, ensuring efficient IT service delivery, and implementing continuous improvement initiatives. This position will be onsite.

Responsibilities

• Manage Tier 2 IT Support team and ensure effective technical support to end-users, including performance monitoring, key metric tracking, and process improvement.
• Act as a primary contact for our Tier 1 Managed Service Provider (MSP) and ensure service level agreement compliance and value for money.
• Facilitate communication and collaboration between Tier 2 support team and Tier 3 team, ensuring smooth escalation of complex issues.
• Oversee in-office support, executive support, and company-wide delivery.
• Manage key processes, including Incident Management, Change Management, Request Management, and Asset Management.
• Define and track key performance indicators (KPIs) for each ITSM process, report on performance, and identify areas for improvement.
• Ensure compliance with established IT policies and procedures.
• Identify and implement opportunities for process improvement and automation within the support structure and across IT operations.
• Stay current with the latest technologies and trends in IT operations management and service delivery.
• Assist with IT Lab equipment management and manage End-User lifecycle management.
• Manage End-User Assets management and assist with contracts and software negotiations related to Tier 2.
  
  
  

Requirements

• Minimum of 5 years of experience in a similar role within the Hi Tech Engineering industry
• Proficiency in Active Directory and Group Policy
• Extensive knowledge of Backup Technologies
• Demonstrated ability in Microsoft Windows and O 365
• Experience with Computer Hardware and Configuration Management
• Proven track record of providing Tier 2 Support
• Ability to provide effective Technical Support
• Exceptional Leadership Skills
• Demonstrated experience in Technical Leadership
• Strong problem-solving abilities
• Excellent verbal and written communication skills
• Degree in Computer Science, Information Systems or a related field is preferred
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously
• Team player with the ability to work independently when needed.
  
  
  

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