IT Client Services Manager

**Senior Client Services - IT Manager**

The Client Services Manager is responsible for managing daily operations of the service desk, managing the client services team, representing the team internally and externally, and helping to ensure that the client services team is continually developing and improving. To meet these many demands, the Client Services Manager must have:

- The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
- The ability to manage time effectively while setting the tone of the team through modeling and leadership.
- Knowledge and understanding of best practices for service management.
- An ability to balance and plan the short-term actions of the team.
- A thorough understanding of the strategic vision for the client services team and the ability to set the long-term direction of the team.
- An ability to market and promote the client services team and to advocate for necessary resources, support, and appreciation for client services.
- A complete understanding of the organization’s business.
- An ability to think critically about systems and to adjust consistently as needed.
- Knowledge and understanding of all relevant industry standards.
- Strong communication skills, including the ability to be influential and persuasive with stakeholders.

**Responsibilities of Client Services Manager**

This varied set of skills, from knowledge of relevant technical standards to the ability to inspire and motivate a team, is necessary to carry out effectively the many responsibilities of the Client Services Manager. The first and primary responsibility of the Client Services Manager is to meet targets and expectations for client services performance. This is the key metric for determining the success of the Client Services Manager and what all other responsibilities are centered around.

Other key responsibilities of the Client Services Manager that help to ensure the team meets this primary goal include:

- Effectively managing, developing, and training the client services team
- Ensuring that all processes used by the client services team are thoroughly documented, consistently audited, and regularly improved
- Conducting and sharing results from service and operation performance reviews and evaluating performance of team members
- Developing daily, weekly and monthly reports on help desk team’s productivity
- Promoting the client services team with senior management and working to ensure that it is properly viewed as a core business asset
- Coordinating and managing all relevant stakeholders, including the client services team, clients, and other teams that are involved in service desk operations
- Being aware of and managing the costs of running the client services team
- Ensuring client service is timely and accurate on a daily basis
- Setting specific client service standards
- Contributing to improving client support by actively responding to queries and handling complaints
- Establishing best practices through the entire technical support process
- Following up with clients to identify areas of improvement
- Providing client feedback to the appropriate internal teams

**Communication with Senior Management**

One of the most important roles of the Client Services Manager is to help support business-wide and client support objectives. Doing so ensures that the client services team is appropriately involved in any new initiatives and that it is actively helping to improve the delivery of client services. To effectively do this, the Client Services Manager needs to regularly inform and advise senior management about service desk issues and concerns associated with those issues. Similarly, the Client Services Manager needs to offer tangible and, whenever possible, data-driven suggestions on ways that client services can improve.

In addition to supporting business-wide goals, regular and effective communication between the Client Services Manager and senior management is important to ensure that the client services team is aware of and represented on all initiatives or changes that impact service. Doing so allows the team to be involved in cross-functional projections and organizational initiatives. It also provides a communication channel for the Client Services Manager to share any identified initiatives that can help contribute to the success of the business. Further, this is a crucial way to make sure that the client services team is properly viewed as an integral part of the Nuvollo team as well as an essential business asset.

**Communication with Staff and Clients**

In addition to communicating with senior management, the Client Services Manager should review and analyze communications between the client services team and clients. To meet this objective, the Client Services Manager should gather information, analyzing the information, and share the results. This analysis should be conducted on communicati