Director – Client Services
Sedgwick
Client Support Lead, IT
AVI-SPL
full-time
Posted on:
Location: Massachusetts • 🇺🇸 United States
Visit company websiteJob Level
Senior
Tech Stack
ITSMServiceNow
About the role
- Oversee daily Tech Bar operations, including opening and closing procedures and staffing coordination
- Ensure adherence to established service standards and procedures and monitor service quality and client satisfaction
- Conduct Tech Bar performance reporting and manage resources, equipment, and inventory
- Provide face-to-face 2nd and 3rd tier technical support for complex issues and serve as the primary escalation point prior to management
- Investigate and resolve challenging technical problems and identify root causes of recurring issues
- Coordinate with specialized IT teams for complex issue resolution and provide VIP support as needed
- Serve as major incident captain during major outages and participate in on-call rotation
- Mentor Client Support Specialists, develop training curriculum, and model best practices in walk-up customer service
- Design and implement support processes, develop and maintain knowledge base articles and self-service resources
- Evaluate new technologies, participate in implementations, and test systems before deployment
- Provide occasional after-hours availability to address urgent business needs and support business continuity
- Perform other duties as required to support evolving business needs and cross-functional initiatives
Requirements
- Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience
- 4+ years of experience in technical support, customer service, or related roles
- Experience in a lead or supervisory capacity
- Extensive experience supporting multiple operating systems, mobile devices, and software applications
- Strong understanding of IT service management principles and best practices
- Advanced problem-solving abilities and analytical skills
- Excellent interpersonal, leadership, and communication skills
- Experience creating and maintaining technical documentation
- Demonstrated ability to mentor and guide technical staff
- Experience with ServiceNow
- Ability to work on campus 5 days/week
- Ability to work standing upright for up to 4 hours at a time
- Ability to maneuver under desks and in tight spaces as needed
- Ability to lift up to 20lbs
- Ability to travel between multiple locations on campus
- Preferred: Experience in higher education IT environments
- Preferred: Experience managing retail-style technical support operations
- Preferred: ITIL certification (Foundation or higher)
- Preferred: Hardware certifications (Apple, Dell, HP)
- Preferred: Knowledge of M365 platform and tools, including the Power Platform, Teams, SharePoint, and OneDrive
- Physical requirements (additional): Ability to lift and/or move up to 60 pounds; be able to climb ladders up to 20 feet; work in small spaces and on uneven surfaces
