Director, Client Services & IT Support – AI-Driven (Remote)

EMPLOYERS; United States; On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Remote work

Comprehensive benefits

Career development

Job summary

EMPLOYERS, a dynamic workers' compensation insurer, seeks a Manager, Client Services to lead the Service Desk and Desktop Engineering teams in a 100% remote role within the United States.

You will drive automation, partner with IT Security, and oversee vendor relationships while coaching staff and ensuring security and regulatory compliance.

The role emphasizes cross-training, hands-on escalation, and modernization of client services tools to deliver reliable, secure IT support.

Qualifications

• 5+ years in IT service desk, desktop engineering, or end-user support operations with 2+ years in leadership.
• Bachelor’s degree or equivalent experience in information security or computing.
• Strong knowledge of Windows, Mac, mobile devices, and VDI.
• Experience maturing service desk/desktop functions, including staffing and cross-training.
• Experience with ITSM practices: CAB, problem management, SLAs.
• Experience with Atlassian tools or comparable ITSM platforms.
• Vendor management experience with outsourced or contracted support.
• Ability to apply security best practices across team processes.
• Proven track record of adopting automation/AI to improve IT service delivery.

Responsibilities

• Lead and develop the Service Desk and Desktop Engineering teams with coaching and performance management.
• Define clear ownership and cross-training to avoid single points of failure.
• Serve as senior escalation point for complex incidents, contributing hands-on problem solving.
• Own workforce planning including staffing, scheduling, and succession coverage.
• Ensure security best practices and regulatory compliance in Client Services.
• Manage vendor and staffing relationships, including MSPs.
• Champion AI-first mindset, identify and implement automation tools.
• Set standards for use of AI assistants and automation tools.
• Drive modernization of Client Services tools, processes, and workflows.
• Collaborate with IT Security, ITSM, and platform teams on CAB, problem management, and SL reporting.
• Build strong relationships across IT and business stakeholders.
• Track performance, service levels, and operational risk for IT leadership.

Skills

Leadership

IT service desk

End-user support

Vendor management

ITSM

Change management

Jira/JSM/Confluence

Security best practices

AI/Automation

Collaboration

Education

Bachelor’s degree in Information Security/ CS or related

Tools

Jira

Jira Service Management

Confluence

Job description

EMPLOYERS, a dynamic workers' compensation insurer, seeks a Manager, Client Services to lead the Service Desk and Desktop Engineering teams in a 100% remote role within the United States.

You will drive automation, partner with IT Security, and oversee vendor relationships while coaching staff and ensuring security and regulatory compliance.

The role emphasizes cross-training, hands-on escalation, and modernization of client services tools to deliver reliable, secure IT support.