IT Client Services Manager

What we are looking for:

The Client Services Manager at Aldridge Electric is a pivotal leadership role responsible for the end-to-end delivery of IT support services across the organization. This individual leads the Client Support Specialist team, ensuring that our workforce remains productive, secure, and well-supported.

The primary objective for this role is to transform the help desk from a reactive support function into a proactive service center. You will oversee the deployment of all client hardware, manage our modern device management stack (Intune/Level.io), and optimize our service management platform (Freshservice) while managing our primary collaboration environment in Google Workspace.

What you'll do:
Team Leadership & Strategy

• Team Management: Direct, mentor, and develop a team of Client Support Specialists. Establish clear KPIs, performance standards, and professional development paths.
• Service Excellence: Define and maintain Service Level Agreements (SLAs) to ensure timely and effective resolution of all support requests.
• Continuous Improvement: Analyze ticket trends to identify root causes and implement long-term solutions to recurring technical issues.

Systems & Infrastructure Management

• Collaboration & Messaging: Serve as the primary administrator for Google Workspace. Manage enterprise-wide email (Gmail), file storage (Drive), and collaboration tools.
• Access Control: Oversee the creation and management of Google Groups and the assignment of folder/file permissions to ensure secure data access.
• Endpoint Management: Oversee the lifecycle of all client hardware, including laptops, desktops, smartphones (iOS/Android), and tablets.
• MDM & Automation: Manage and optimize Microsoft Intune and Level.io for automated provisioning, patch management, and security compliance.
• Identity & Access: Supervise user lifecycle management within Active Directory and Entra ID (formerly Azure AD), ensuring secure and seamless access for all employees.
• Platform Ownership: Act as the primary administrator for Freshservice. Configure workflows, automation rules, and dashboards to streamline the support process.

Knowledge Management & Shift-Left

• Self-Service Strategy: Lead the initiative to "Shift-Left" by creating and maintaining a comprehensive Knowledge Base.
• Content Creation: Oversee the production of high-quality knowledge articles, video tutorials, and FAQs designed to empower users and reduce Level 1 ticket volume.
• User Training: Coordinate training sessions for end-users on hardware, software (including Google Workspace best practices), and cybersecurity.

Operations & Asset Management

• Procurement: Manage vendor relationships for hardware and peripheral procurement.
• Inventory Control: Maintain an accurate inventory of all IT assets and manage the refresh cycle for aging hardware.
• Peripheral Support: Ensure consistent uptime and support for office peripherals, including printers, scanners, and conference room technology.

Who you are:

• Experience: 5+ years of IT support experience, with at least 2 years in a leadership or supervisory capacity.
• Technical Proficiency: * Advanced administration of Google Workspace (Gmail, Drive, Groups, Admin Console).

• Deep understanding of Microsoft 365 ecosystem (Entra ID, Intune).
• Experience with Freshservice or similar ITSM platforms.
• Familiarity with Remote Monitoring and Management (RMM) tools like Level.io.

• Leadership Skills: Proven ability to motivate a technical team and communicate complex technical concepts to non-technical stakeholders.
• Strategic Mindset: A strong focus on documentation, process improvement, and data-driven decision-making.
• Industry Context: Experience in the construction or electrical engineering industry is a plus but not required.

What we offer:

The annual base pay for this role is between $110,00.00 - 140,000.00. The actual pay is dependent upon many factors, including: location, work experience, education, training, transferable skills, business needs, and market conditions. The base pay range is subject to change and may be modified in the future. The role may also be eligible for a bonus. Aldridge provides a comprehensive benefits package that includes the following:

• Health Insurance
• Dental Insurance
• Vision Insurance
• Wellness Incentive Programs
• Short and Long Term Disability
• Flexible Spending Accounts
• Life Insurance
• Legal Assistance
• Identity Protection
• Accident & Critical Illness Insurance
• Company 401(k) Matching Contributions
• Paid Time Off (PTO)
• Employee Assistance Program (EAP)

This job-specific task list covers only the most important job duties. Employees assigned to this position title will also perform other occasional work assignments not mentioned above, including temporary assignments, training assignments, and other related duties.