IT Client Support Manager

Are you considering a career change with the opportunity to work for a company that cares for you? This is it - join our team today as an IT client support manager. At TSP, we have a proven track record of excellence that in large part is due to a unique perspective. Both in life and in business, we believe you get back what you give. So, we pledge to take care of and invest in our people and in the communities where we live, work and play. TSP's recognition, philanthropic and training programs as well as our comprehensive benefits plan are just a few ways that we accomplish this. Role Summary The IT client support manager is responsible for supporting end user support to the IT environment. This role leads and manages a team of specialists in delivering outstanding technical and non-technical support in a manner that is both timely and satisfying to the end user. The IT client support manager also employs excellent organizational and time management skills to meet multiple and simultaneous project demands. The IT client support manager will have direct interaction with the customer's IT client management team. Through a proficiency in hardware/software management, equipment technical support, customer service, ITIL best-practices, and proven leadership skills, the IT client support manager will oversee and, when necessary, refine policy to conform to the client's service level agreements (SLAs). The IT client support manager will manage a team of desktop support specialists across the US, refresh and inventory teams, as well as IT client operations level 3 team, and will report to the senior field service manager at TSP. The IT client support manager is expected to be skilled in managing and overseeing all phases of related projects. This person will demonstrate the skills to effectively negotiate scope changes and to determine how each task should be handled and by whom. As a IT Client Support Manager, you can expect to have these responsibilities:

• Produce, analyze and report daily/weekly/monthly tickets for reporting, continuous service improvement recommendations, automations, trends, and efficiencies
• Develop and document detailed technical specifications that define and support the build, test, and deployment plans for standard images
• Manage large scale Microsoft OS upgrades
• Maintain accurate asset inventory
• Maintain spare parts inventory
• Deploy and manage desktop and laptop hardware and software
• Deploy and manage locally attached printers, storage devices and miscellaneous peripherals
• Provide incident determination, root cause analysis, and resolution
• Document procedures for help desk and Level 2 support
• Quarterly executive committee reporting the end user computing manager

• 4 year college degree in related field, or relative professional experience
• 5+ years of experience managing a 10,000+ laptop/desktop environment over multiple sites
• Staff management experience of local and remote resources
• Understand how enterprise applications such as SCCM, client encryption (Bit locker, Checkpoint), AD, admin rights management (BeyondTrust), antivirus, and client backup work and interact among them
• Be able to present metrics to customer's senior leadership teams and discuss trends, improvements and provide status of the environment
• Understanding of ticketing system (Cherwell)
• Understanding of PC refresh process (purchase, deployment, support, retirement)
• Understanding of IT asset management process and solutions
• Understanding of Apple and Android devices
• Understanding of Project management
• Understanding of continuous improvement and optimization processes (Lean, SixSigma, ISO)
• Be there for the teams, the customer, and TSP
• Sense of urgency
• Great executive, non-technical, and technical communication skills

• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times
• Must have reliable transportation and a valid driver's license (teams are co-located on a large business campus with multiple buildings located in the north Dallas & Richardson area)
• View our benefits information:
• No vaccine requirement
• Candidates must be authorized to work in the United States