IT Services Lead — Client Solutions & Delivery

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

Benefits offered by this job

Health insurance

401(k) plan

Flexible time off

Paid holidays

Travel expense reimbursement

Meal reimbursement

Pension plan

Discretionary bonus plan

Contingent staff health insurance

Job summary

Plante Moran is seeking an experienced service delivery leader to guide staff consultants, manage client relationships, and oversee technical service delivery across managed IT solutions. The role involves coordinating with internal teams to design customized service offerings and ensuring SLAs are met while driving service improvements.

The position requires strong leadership, deep IT knowledge, and a focus on client satisfaction, with occasional travel to client sites.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Business, Marketing, or a related field.
• 5-10 years experience in technical support, service desk roles, or account management within IT services or managed services.
• Strong technical knowledge of desktop operating systems, hardware, software applications, networking concepts, and various IT domains.
• Excellent leadership and team management skills.
• Exceptional problem-solving and analytical abilities.
• Excellent communication and interpersonal skills.
• 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.
• 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.

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

Staff leadership

Client relationship management

Technical support expertise

IT knowledge across domains

Problem solving

Communication skills

Ownership mindset

CRM proficiency

ITIL knowledge

Travel willingness

Hands-on troubleshooting

Education

Bachelor's degree in CS/IT/related

Tools

CRM software

Account management tools

Job description

Plante Moran is seeking an experienced service delivery leader to guide staff consultants, manage client relationships, and oversee technical service delivery across managed IT solutions. The role involves coordinating with internal teams to design customized service offerings and ensuring SLAs are met while driving service improvements.

The position requires strong leadership, deep IT knowledge, and a focus on client satisfaction, with occasional travel to client sites.