Client-Focused IT Services Leader

Plante & Moran, PLLC; Denver (CO); On-site; USD 111,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Flexible Time Off

401(k) plan

Pension plan

Discretionary bonus

Travel expense reimbursement

Job summary

Plante Moran in Denver, CO is seeking a seasoned leader to supervise staff consultants and serve as the main client contact. You will oversee technical service delivery, ensuring SLAs are met and clients receive high-quality support, while collaborating with our Managed IT team to tailor MSP solutions.

You will guide the team through complex issues, drive service improvements, and manage projects from initiation to completion.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Business, Marketing, or a related field.
• Proven experience (typically 5-10 years) in technical support, service desk roles, or account management within the IT services or managed services industry.
• Strong technical knowledge of desktop operating systems, hardware, software applications, networking concepts, and various IT domains.
• Excellent leadership and team management skills, with the ability to motivate and inspire team members.
• Exceptional problem-solving and analytical abilities to handle complex technical issues and escalations.
• Excellent communication and interpersonal skills, with the ability to interact with clients and colleagues at all levels of the organization.
• Ownership-centric mindset with a focus on delivering high-quality service and maintaining client satisfaction aligning with the firm and consulting expectations.
• Proficiency in CRM software and account management tools to manage client relationships and track interactions.
• Knowledge of IT service management frameworks (e.g., ITIL) and best practices.
• Technical certifications (e.g., PMP or CompTIA Project+) and IT certifications (e.g., CCNA, MCSE, AWS, CompTIA Security+) are advantageous.
• Ability to lift and transport moderately heavy objects, such as computers and peripherals.
• Local and domestic travel will be required, on occasion.
• This is an exempt position, so you may have to work hours that exceed the standard 40-hour work week.

Responsibilities

• Lead and supervise the staff consultants, ensuring timely and effective issue resolution.
• Serve as the primary point of contact for assigned clients, fostering strong relationships and delivering exceptional customer service.
• Oversee technical service delivery to clients, ensuring SLAs are met and high-quality support is consistently provided.
• Collaborate with internal Managed IT team members and our clients to design and implement customized managed service solutions that meet clients' goals and expectations.
• Conduct regular meetings and check-ins with clients to provide updates, review service performance, and address any concerns.
• Provide technical guidance and expertise to the team, assisting with complex technical issues and escalations.
• Drive continuous improvement initiatives to enhance service delivery processes and increase client satisfaction.
• Manage client projects from initiation to completion, ensuring successful implementation of managed services and technology solutions.
• Develop and maintain technical documentation standards, knowledge base articles, and standard operating procedures.
• Stay updated on industry trends and emerging technologies to ensure the service desk remains at the forefront of technical support.

Skills

Leadership

Client relations

Problem solving

Communication

Technical knowledge

CRM proficiency

ITIL knowledge

Travel willingness

Team management

Exempt work ethic

Education

Bachelor's degree in CS/IT/Business/Marketing

Tools

CRM software

ITIL framework

PMP / Project+

CCNA

MCSE

AWS

CompTIA Security+

Job description

Plante Moran in Denver, CO is seeking a seasoned leader to supervise staff consultants and serve as the main client contact. You will oversee technical service delivery, ensuring SLAs are met and clients receive high-quality support, while collaborating with our Managed IT team to tailor MSP solutions.

You will guide the team through complex issues, drive service improvements, and manage projects from initiation to completion.