Note: The job is a remote job and is open to candidates in USA. EMPLOYERS is a provider of workers' compensation insurance and services. The Manager, Client Services leads the Service Desk and Desktop Engineering teams, overseeing reliable and secure end-user IT support, workforce planning, vendor relationships, compliance, and operational performance. The role also drives automation, AI adoption, modernization, and serves as a hands-on escalation point for complex technical issues.
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
Skills
- 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 outsourced or contracted support arrangements
- Working knowledge of security best practices and regulatory considerations relevant to IT operations, and the judgment to apply them across team processes
- Demonstrated success adopting automation and AI tools to improve IT service delivery, with a track record of championing modernization and process improvement within a team
- Actively promotes and models effective, compliant use of approved AI assistants and automation across the team, and evaluates new tools and use cases as they emerge
- Excellent collaboration, communication, and stakeholder management skills, with a highly collaborative, forward-thinking approach to leadership
- Strong analytical and troubleshooting skills, with the ability to serve as a hands-on escalation point and problem solver for complex technical issues
- Remote: This role is a remote (work from home (WFH) opportunity) and only open to candidates currently located in the United States and able to work without sponsorship
- It requires a suitable space that provides a private and quiet workplace
- Expected Work Hours: Schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed
- Travel: May be required to travel to off-site location(s) to attend meetings, as necessary
Benefits
- 100% Remote (WFH) Opportunity
- A comprehensive benefits package
- An opportunity to build your career
Company Overview