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Client Services Manager

Birmingham, AL 35211

Posted: 12/30/2024 Job Category: Information Technology Job Number: HA3697201220

Job Description

Sirius Staffing is seeking a Client Services Manager for a Direct Hire opportunity in Birmingham, AL. This is a full time onsite role. Please contact us today for more information!

Schedule: Onsite M-F, 8a-5p

Rate:
70-80k
 
The Client Services Manager will oversee the day-to-day operations of our Retail Help Desk, providing exceptional support to over 200 retail stores and corporate teams. This role is responsible for driving high levels of customer service, setting and achieving KPIs, and fostering innovation to enhance efficiency and effectiveness. The ideal candidate will also manage IT asset tracking and inventory, revitalize the knowledge base, coach and mentor team members, and ensure continuous process improvement through hands-on problem-solving. An understanding of ITIL frameworks is preferred to streamline service delivery and support processes.
 
Key Responsibilities:
Help Desk Operations:
  • Oversee and manage the Retail Help Desk team to ensure prompt, high-quality support for over 200 retail locations and corporate staff.
  • Develop, monitor, and report on Key Performance Indicators (KPIs) to measure team performance, service quality, and customer satisfaction.
  • Ensure proper ticket management, escalation protocols, and resolution of incidents and service requests.
  • Provide hands-on problem-solving and assist with escalated support issues as needed.
Asset Management:
  • Maintain and oversee IT asset tracking and inventory for retail and corporate hardware, ensuring accuracy, accountability, and compliance.
  • Collaborate with procurement and IT teams to manage the lifecycle of IT assets, including deployment, maintenance, upgrades, and decommissioning.
  • Develop and document processes for asset control, tracking, and reporting.
Customer Service Excellence:
  • Cultivate a customer-first culture by ensuring timely, professional, and empathetic support for all stakeholders.
  • Continuously assess customer needs and identify opportunities to improve service levels and satisfaction.
  • Develop service improvement strategies in line with ITIL best practices.
Knowledge Base and Process Improvement:
  • Revitalize and maintain an up-to-date, comprehensive knowledge base to streamline support processes and enhance first-call resolution rates.
  • Regularly review and improve existing workflows and procedures to maximize operational efficiency.
  • Identify areas for automation and innovation to reduce manual effort and improve service delivery.
Leadership and Mentoring:
  • Coach, mentor, and develop the Help Desk team to enhance skills, performance, and career growth.
  • Conduct regular performance reviews, provide constructive feedback, and support team members in achieving individual and team goals.
  • Foster collaboration and communication across departments to ensure alignment and efficient issue resolution.
ITIL Framework Implementation:
  • Leverage ITIL practices to standardize processes around incident, problem, and change management.
  • Lead efforts to align help desk operations with ITIL principles to enhance consistency and scalability of support services.

Qualifications:
  • Bachelor’s degree in IT, Business, or a related field (or equivalent experience).
  • 5+ years of experience in IT Help Desk/Support Services, with at least 2 years in a managerial role.
  • Strong experience managing IT asset inventories and lifecycles.
  • ITIL Certification preferred (or demonstrated knowledge of ITIL frameworks) preferred.
  • Proven experience in creating and managing KPIs, driving process improvements, and revitalizing knowledge bases.
  • Exceptional leadership, coaching, and mentoring skills focusing on team development.
  • Strong problem-solving abilities with a hands-on approach to issue resolution.
  • Excellent written and verbal communication skills.
 
 
Sirius Staffing is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to characteristics such as race, color, national origin, religion, gender, age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity, or any other status protected by law.
 
 

Meet Your Recruiter

Bailee Stevens
Recruiting Manager

Bailee Stevens is a recruiter bringing a wealth of experience and a genuine passion for building relationships and helping talent find career opportunities. With 14 years’ experience in the industry, she has learned the importance of finding the perfect fit for both candidates and clients. Bailee takes pride in effectively communicating and making a meaningful impact on people’s careers and lives. She has expertise in working in many different industries from Manufacturing, Industrial, Energy, Aviation, Oil and Gas, Automotive, Government, Marine/Shipbuilding, and more. Bailee has been successful in recruiting talent for many different types of positions such as Professional, IT, Logistics, Procurement, Finance/Accounting, Administrative, Light Industrial, Engineering, Healthcare roles, and more.

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About Birmingham, AL

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