Manager - Client Services - Regular Full-Time 2025-12768

Summary of Duties:
We are seeking an experienced Manager, IT Client Services to lead our client service team, ensuring excellent customer relationships, seamless service delivery, and client satisfaction. The ideal candidate will have strong leadership skills, a passion for customer success, and the ability to develop and implement strategies that enhance client experience.

Specific Responsibilities include the following:
•    Build and maintain strong client relationships and develop strategies to improve client satisfaction.
•    Oversee client services operations, ensuring high-quality service delivery.
•    Lead, mentor, and develop the client service team to achieve performance goals.
•    Ensure the timely delivery of services according to client requirements and service level agreement expectations.
•    Monitor and report on key performance indicators (KPIs) related to client satisfaction, team performance, and service delivery.
•    Ensure compliance with corporate processes, standards and controls.
•    Manage vendor relationships and ensure alignment with expectations of service excellence.
•    Continuously evaluate existing processes and workflows to identify opportunities for streamlining and efficiency.
•    Handle escalated client issues and resolve them effectively.

Qualifications/Skills:
•    University degree required. Bachelor’s Degree in IT, Computer Science, Business Administration, or a related field preferred.
•    Certifications such as ITIL (Information Technology Infrastructure Library), HDI Service Desk Manager (HDI-SDM) an asset. 
•    3–5+ years of experience in IT support or service desk roles.
•    At least 1–2 years in a leadership or managerial position.
•    Experience with helpdesk software 
•    Understanding of ITSM (IT Service Management) best practices.
•    Leadership & People Management – Ability to lead, train, and mentor a team.
•    Technical Knowledge – Understanding of common IT issues, networks, software troubleshooting, and enterprise applications.
•    Customer Service Skills – Strong focus on improving end-user experience.
•    Problem-Solving & Decision-Making – Ability to diagnose issues and implement efficient solutions.
•    Communication Skills – Both written and verbal for clear interactions with teams and stakeholders.
•    Process Improvement – Knowledge of incident management, change management, and ITIL frameworks.
•    Project Management – Ability to manage service improvement projects.