IT Client Services Manager

Are you looking for more than just a job? Do you want to have a voice and feel a sense of belonging? At ICW Group, we hire innovative people who consistently adapt, grow and deliver. We believe in hard work, a fun work environment, and embracing creativity that only comes about when talented people collaborate to develop solutions. Our mission is to create the best insurance experience possible.

Headquartered in San Diego with regional offices located throughout the United States, ICW Group has been named for seven consecutive years as a Top 50 performing P&C company offering the stability of a large, profitable and growing company combined with a small-company entrepreneurial spirit. Our purpose-driven ethos provides team members with opportunities to contribute, develop, and belong.

The IT CLIENT SERVICES MANAGER is responsible to effectively manage a customer service centered team of desktop and service desk professionals to support the IT service delivery and financial goals of the Company.

THIS IS A HYBRID ROLE WORKING AT SAN DIEGO, CA OFFICE 3 DAYS IN A WEEK AND 2 DAYS WORK FROM HOME.

WHAT YOU WILL DO:

Acts as a technical subject matter expert and escalation point to staff and customers.

• Responds directly to escalations from business partners relative to service delivery and application support.
• Manages communications and follow up for all escalations.
• Partners with the Procurement and Vendor Management department to vet and identify technology brokers/vendors and identify new technology products for use.
• Consistently communications with clients and end-users while they are engaged in planning, monitoring, and implementing new solutions.

Executes service level agreements and drives customer service and customer engagement.

• Develops and executes data-driven plans and improvements to IT service desk and desktop service delivery strategies on a continuous and ongoing basis.
• Enhances and values relationships with business stakeholders by executing on deliverables according to service level agreements and defined communication plans.
• Develops and maintains service descriptions and service level agreements (SLAs) for specific services to the organization's service catalog.
• Manages the tracking of SLAs for vendors within the purview of Client Services.
• Acts as the single point of engagement for demand planning and demand management conversations with business partners around their needs for a specific service.
• Guides continuous improvement efforts for the service catalog.
• Utilizes formal project management techniques and tools.

Guides a staff of primarily desktop and service desk professionals and acts as escalation resource for the department.

• Directly supervises 20+ IT professionals in the client services department including team leads and supervisors.
• Hires, develops supervisory employees, manages performance and completes other supervisory responsibilities for his/her direct reports.
• Sets performance expectations, individual goals and timelines in alignment with department management, utilizing team-specific KPIs and performance analytics.

SUPERVISORY RESPONSIBILITIES:

Directly supervises Client Services Supervisors, Client Services Hybrid and administrative IT team members and carries out supervisory responsibilities in accordance with company policies and applicable laws.

WHAT YOU BRING TO THE ROLE:

• Bachelor's degree from four-college and university: Computer Science, Business Administration, Accounting or related degree, preferred.
• Minimum 7+ years of related experience and/or training; or, equivalent combination of education and experience.
• Minimum 5+ years of progressive leadership experience preferred.

CERTIFICATES, LICENSES, REGISTRATIONS

IT Service Manager (ITSM) framework certifications, such as ITILv4, preferred.

KNOWLEDGE AND SKILLS

• Intermediate to advanced project management skills.
• Experience with multiple technology domains including application support and end user equipment support.
• Experience navigating and implementing multiple generations of technologies.

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