Information Technology Client Services Manager

6 mo contract-to-hire

Onsite in Libertyville, IL 60048

The IT Client Services Manager at our client, is a pivotal leadership role responsible for the end-to-end delivery of IT support services across the organization. This individual leads the Client Support Specialist team, ensuring that our workforce remains productive, secure, and well-supported.

The primary objective for this role is to transform the help desk from a reactive support function into a proactive service center. You will oversee the deployment of all client hardware, manage our modern device management stack (Intune/Level.io), and optimize our service management platform (Freshservice) while managing our primary collaboration environment in Google Workspace.

What you’ll do:

Team Leadership & Strategy

• Team Management: Direct, mentor, and develop a team of Client Support Specialists. Establish clear KPIs, performance standards, and professional development paths.
• Service Excellence: Define and maintain Service Level Agreements (SLAs) to ensure timely and effective resolution of all support requests.
• Continuous Improvement: Analyze ticket trends to identify root causes and implement long-term solutions to recurring technical issues.

Systems & Infrastructure Management

• Collaboration & Messaging: Serve as the primary administrator for Google Workspace. Manage enterprise-wide email (Gmail), file storage (Drive), and collaboration tools.
• Access Control: Oversee the creation and management of Google Groups and the assignment of folder/file permissions to ensure secure data access.
• Endpoint Management: Oversee the lifecycle of all client hardware, including laptops, desktops, smartphones (iOS/Android), and tablets.
• MDM & Automation: Manage and optimize Microsoft Intune and Level.io for automated provisioning, patch management, and security compliance.
• Identity & Access: Supervise user lifecycle management within Active Directory and Entra ID (formerly Azure AD), ensuring secure and seamless access for all employees.
• Platform Ownership: Act as the primary administrator for Freshservice. Configure workflows, automation rules, and dashboards to streamline the support process.

Knowledge Management & Shift-Left

• Self-Service Strategy: Lead the initiative to "Shift-Left" by creating and maintaining a comprehensive Knowledge Base.
• Content Creation: Oversee the production of high-quality knowledge articles, video tutorials, and FAQs designed to empower users and reduce Level 1 ticket volume.
• User Training: Coordinate training sessions for end-users on hardware, software (including Google Workspace best practices), and cybersecurity.

Operations & Asset Management

• Procurement: Manage vendor relationships for hardware and peripheral procurement.
• Inventory Control: Maintain an accurate inventory of all IT assets and manage the refresh cycle for aging hardware.
• Peripheral Support: Ensure consistent uptime and support for office peripherals, including printers, scanners, and conference room technology.

Who you are:

• Experience: 5+ years of IT support experience, with at least 2 years in a leadership or supervisory capacity.
• Technical Proficiency: * Advanced administration of Google Workspace (Gmail, Drive, Groups, Admin Console).
• Deep understanding of Microsoft 365 ecosystem (Entra ID, Intune).
• Experience with Freshservice or similar ITSM platforms.
• Familiarity with Remote Monitoring and Management (RMM) tools like Level.io.
• Leadership Skills: Proven ability to motivate a technical team and communicate complex technical concepts to non-technical stakeholders.
• Strategic Mindset: A strong focus on documentation, process improvement, and data-driven decision-making.
• Industry Context: Experience in the construction or electrical engineering industry is a plus but not required.