Client Services Manager

Job Description

The Client Services Manager leads the team responsible for day-to-day technology support for Coke Northeast associates, including desktop, laptop, mobile, printing, meeting room, and related client technology services. This is a hands-on operational leadership role that combines people management, service delivery, escalation support, workload coordination, and continuous improvement. The manager provides direction and development for Client Technicians and Senior Client Technicians, maintains consistent support standards across locations, and works closely with Infrastructure, Cyber Security, Applications, business leaders, and external partners. The position is primarily focused on reliable execution and associate experience rather than long-range strategic planning.

Essential Duties & Responsibilities

• Lead, coach, and develop Client Technicians and Senior Client Technicians, including regular one-on-ones, goal setting, feedback, cross-training, and performance support.
• Coordinate daily workloads, site coverage, field visits, project assignments, on-call responsibilities, and escalation paths across Coke Northeast locations.
• Oversee incident and service request delivery for laptops, desktops, mobile devices, printers, peripherals, conference rooms, collaboration tools, and other end-user technologies.
• Serve as an escalation point for complex, high-impact, executive, or time-sensitive client technology issues and help drive them to resolution.
• Promote a consistent, customer-focused support experience through clear service expectations, communication standards, documentation, and follow-up.
• Monitor ticket queues, service levels, aging work, recurring issues, customer feedback, and team capacity; take corrective action when needed.
• Ensure accurate ticket documentation, asset updates, knowledge articles, support procedures, and handoffs between teams.
• Manage endpoint deployment, refresh, replacement, repair, recovery, inventory, and disposal activities in coordination with Infrastructure, Procurement, Facilities, and business stakeholders.
• Support onboarding, offboarding, transfers, office moves, new site openings, and other associate lifecycle events that require client technology services.
• Coordinate with Infrastructure and Cyber Security on endpoint standards, patching, software deployment, encryption, vulnerability remediation, privileged access, and secure configuration requirements.
• Partner with business leaders to understand operational needs, communicate service impacts, and schedule support work with minimal disruption.
• Manage vendor relationships and service escalations related to endpoint hardware, mobile devices, printing, audiovisual systems, and field support when assigned.
• Identify recurring support problems and implement practical improvements, automation, self-service content, and team training.
• Support technology rollouts and projects by providing resource planning, field coordination, testing, communications, and post-deployment support.
• Maintain readiness for occasional after-hours work, urgent incidents, and business continuity or disaster recovery activities.

Job Requirements

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent combination of education and experience.
• 5+ years of progressive experience in desktop support, endpoint services, service desk, field technology, or a related client services function.
• 2+ years of experience leading, supervising, or coordinating technical support employees; direct people management experience is preferred.
• ·Strong knowledge of Windows endpoints, Microsoft 365 applications, laptops, desktops, mobile devices, printers, peripherals, and audiovisual or conference room technologies.
• Experience with endpoint management, software deployment, patching, device provisioning, asset management, and remote support tools.
• Experience working in an IT service management platform and applying incident, request, problem, change, and knowledge management practices.
• Ability to prioritize competing requests, manage escalations, coordinate geographically distributed work, and communicate clearly during service disruptions.
• Strong customer service mindset with the ability to support frontline associates, office employees, managers, and executives.
• Demonstrated ability to coach employees, build technical capability, reinforce accountability, and foster a collaborative team culture.
• Understanding of endpoint security, identity and access controls, data protection, acceptable use, and least-privilege practices.
• Experience supporting multiple business locations, distribution, manufacturing, warehouse, or field operations is preferred.
• ITIL, Microsoft, CompTIA, or endpoint management certifications are preferred.
• Valid driver's license, driving record within policy guidelines, and insurance that meets company requirements.
• Ability to travel regularly and provide occasional after-hours support, as business needs require.