Manager, Client Services at Employers

Job description

Manager, Client Services | 100% Remote (WFH) Opportunity General Summary The Manager, Client Services leads the Service Desk and Desktop Engineering functions, ensuring end users across the organization receive reliable, secure, and modern IT support. This role establishes clear ownership across both functions, builds cross-trained coverage so no critical process depends on a single person, and maintains a strong problem-solving culture. The Manager contributes hands-on as an individual contributor when needed, but always operates as a senior escalation point and problem solver rather than a purely administrative role. The Manager is a highly collaborative, forward-thinking leader who drives automation, AI adoption, and continuous modernization of Client Services tools and processes. Essential Duties / Responsibilities Lead and develop the Service Desk and Desktop Engineering teams, providing clear direction, coaching, performance management, and career development. Establish clear functional ownership between Service Desk and Desktop Engineering so each can focus on its core mission, end-user support and endpoint lifecycle/configuration management respectively, while maintaining cross-training so essential functions are never dependent on a single person. Serve as a senior escalation point for complex, high-impact incidents, contributing hands-on expertise and problem-solving as an active participant when needed, not only directing from a distance. Own workforce planning for the team, including staffing levels, scheduling, workload balancing, and succession or backup coverage for critical functions. Ensure Client Services practices adhere to security best practices and applicable regulatory requirements, including access management, data handling, and change control. Manage vendor and contracted staffing relationships supporting Client Services, including any managed service partners delivering front-line or supplemental support. Champion an AI-first mindset across Client Services: identify, evaluate, and implement automation and AI-assisted tools to streamline Service Desk and Desktop Engineering workflows, reduce manual effort, and improve service quality and consistency. Set standards and expectations for the team's use of approved AI assistants and automation tools, ensuring effective, consistent, and compliant adoption across Service Desk and Desktop Engineering work. Lead ongoing modernization of Client Services tools, processes, and workflows, keeping pace with industry best practices for across Service Desk and Desktop Engineering operations. Partner with IT Security, ITSM, and platform administration functions on change management (CAB participation), problem management, and service level reporting. Build strong, collaborative working relationships across IT and the business, acting as a forward-thinking partner to peer leaders and stakeholders. Track and report team performance, service levels, and operational risk to IT leadership, including proactive identification of emerging gaps or single points of failure. Job Requirements / Competencies 5 or more years of progressive experience in IT service desk, desktop engineering, or end-user support operations, including at least 2 years in a leadership or supervisory capacity. Bachelor’s degree in Information Security, Computer Science, a related field; or equivalent experience. Strong working knowledge of end-user computing environments (Windows, Mac, mobile devices, and virtual desktop infrastructure). Experience building or maturing service desk and desktop engineering functions, including workflow design, staffing models, and cross-training or succession planning. Demonstrated experience with ITSM practices, including change management (CAB), problem management, and service level reporting. Experience with Atlassian tools (Jira, Jira Service Management, Confluence) or comparable ITSM platforms. Strong vendor management skills, including experience overseeing outsour