Job Description
Job DescriptionDescription:
Client Services Manager is the liaison between the client and Service Desk and acts as the main point of escalation for the client. Client Service Manager plays a key role in Quality Assurance and is responsible for tracking, presenting, and upholding KPIs and SLAs according to company standards and client contracts. Excellent communication, customers service, and IT/EMR skills are required to work effectively across the entire Service Desk Team, which includes Service Desk Agents, Team Leads, Management, Executives, and Clients.
Essential Duties and Responsibilities (include the following. Other duties may be assigned.)
- Analyze and trend data to track and uphold client SLAs metrics. Develop strategy to ensure contract adherence.
- Track Service Desk quality by evaluating technical skills, documentation accuracy, and adherence to client processes and workflows. Feedback is provided to Service Desk leadership or client. Client Service Manager may assist with implementing appropriate corrective actions as needed.
- Present Service Desk metrics to clients on a weekly, monthly, or quarterly basis, as defined by client contract.
- Develop 2-way partnership with clients which includes daily, weekly, or monthly communications. Advocate for the customer to ensure satisfaction and evolve with their needs.
- Act as a liaison between client and Service Desk Agents or Leadership to ensure needs are met on both sides, and MTS is providing the best support possible.
- Client Services Manager acts as point of escalation for Service Desk issues.
- Serve as MTS representations during Major Incidents.
- Participate in on-call rotation for Major Incidents
- Participate and attend regular and impromptu meetings, as required by the client. This includes bridge lines for major incidences, upgrades, or outages.
- Commit to continuous improvement both internally and with each client.
- Lead and organize special projects which may include expanding the scope of service desk responsibilities or new client implementations.
Requirements:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Strong leadership and communication skills
- Previous experience in IT, IT Management, or Customer facing roles
- Knowledgeable in Change Management and Major Incident Management
- Skilled in utilizing reporting tools such as PowerBI and Excel
- Must be able to travel onsite at least 3 days per week
Education and/or Experience
- High school diploma or GED required; Bachelor’s Degree or equivalent experience preferred.
- Three years of related experience, with one year in a lead or supervisory capacity, is required.
- ITIL certification preferred