Client Services Manager OVG Corporate
Client Services Manager OVG Corporate
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$ 102000 - 116000
1 Vacancy
Job Description
Oak View Group
Oak View Group is the global leader in venue development management and premium hospitality services for the live event industry. Offering an unmatched 360degree solution set for a collection of worldclass owned venues and a client roster that includes the most influential highest attended arenas convention centers music festivals performing arts centers and cultural institutions on the planet.
Position Summary
The Client Services Manager is responsible for ensuring the efficient operation and continuous improvement of IT support services. This role oversees the daytoday activities of an outsourced Level 1 Service Desk and a smaller internal team of Desktop Engineers ensuring that enduser support requests are handled promptly and effectively. The Client Services Manager will develop and implement strategies for optimizing support processes improving user satisfaction maintaining a secure enduser environment and ensuring adherence to service level agreements (SLAs). The role requires both a technical background and strong leadership skills to coach mentor and guide a team of service desk professionals.
This role pays an annual salary of $102000 to $116000 and is bonus eligible.
Benefits for FT roles: Benefits: Health Dental and Vision insurance 401(k) savings plan 401(k) matching and paid time off (vacation days sick days and 11 holidays).
This position will remain open until May 9 2025.
Responsibilities
- Oversee the daily operations of the IT Service Desk ensuring timely resolution of tickets and adherence to SLAs.
- Coordinate escalation procedures and ensure that complex or critical issues are resolved appropriately and in a timely manner.
- Develop and implement service desk processes and procedures based on accepted industry frameworks (e.g. ITIL).
- Develop and implement key performance indicators (KPIs) to ensure efficiency and effectiveness.
- Prepare and present reports on service desk performance including trends in issues and recommendations for improvement.
- Ensure the effective use of service management tools for ticketing knowledge base and reporting.
- Collaborate with IT teams to ensure proper configuration and use of IT infrastructure software and hardware to align support strategies with business needs
- Drive the use of automation and selfservice technologies to streamline support and reduce manual workload.
- Work with our existing vendors and partners to ensure the smooth procurement of equipment in a timely and costeffective manner
- Implement and maintain asset management policies procedures and tools to accurately track enduser computer equipment
- Ensure that customer feedback is regularly collected and used to improve service desk performance.
- Conduct regular performance reviews provide feedback and create development plans for staff.
- Foster a collaborative highperformance culture focused on delivering excellent customer service.
Qualifications
- Bachelors degree in Computer Science Information Technology or related field or equivalent work experience.
- 5 years of experience in IT support with at least 23 years in a supervisory or management role in an IT service desk or technical support team.
- Experience managing outsourced vendors that serve in an operational capacity
- Proven track record in managing service desk processes and implementing continuous improvements.
- Familiarity with ITIL or other service management frameworks.
- Strong leadership and people management skills with the ability to motivate and develop a team.
- Excellent communication and interpersonal skills with a focus on customer service.
- Proficiency with service desk tools (e.g. ServiceNow Zendesk) and ITSM best practices.
- Strong problemsolving abilities and the ability to make decisions in highpressure situations.
- Knowledge of IT infrastructure networking software and hardware.
- Ability to manage multiple priorities and meet deadlines.
Strengthened by our Differences. United to Make a Difference
At OVG we understand that to continue positively disrupting the sports and live entertainment industry we need a diverse team to help us do it. We also believe that inclusivity drives innovation strengthens ourpeople improves ourservice and raises ourexcellence. Our success is rooted in creating environments that reflect and celebrate the diverse communities in which we operate and serve and this is the reason we are committed to amplifying voices from all different backgrounds.
Equal Opportunity Employer
Oak View Group is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis (protected class) including but not limited to veteran status uniform service member status race color religion sex national origin age physical or mental disability genetic information or any other protected class under federal state or local law.
Required Experience:
Manager
Employment Type
Unclear
