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Description

We are offering an exciting opportunity for an IT Client Services Manager in Minneapolis, Minnesota. This role is based in the Hi-Tech Engineering industry and involves managing Tier 1 and Tier 2 IT teams, ensuring efficient IT service delivery, and implementing continuous improvement initiatives. This position will be onsite.

Responsibilities:

• Manage Tier 2 IT Support team and ensure effective technical support to end-users, including performance monitoring, key metric tracking, and process improvement.

• Act as a primary contact for our Tier 1 Managed Service Provider (MSP) and ensure service level agreement compliance and value for money.

• Facilitate communication and collaboration between Tier 2 support team and Tier 3 team, ensuring smooth escalation of complex issues.

• Oversee in-office support, executive support, and company-wide delivery.

• Manage key processes, including Incident Management, Change Management, Request Management, and Asset Management.

• Define and track key performance indicators (KPIs) for each ITSM process, report on performance, and identify areas for improvement.

• Ensure compliance with established IT policies and procedures.

• Identify and implement opportunities for process improvement and automation within the support structure and across IT operations.

• Stay current with the latest technologies and trends in IT operations management and service delivery.

• Assist with IT Lab equipment management and manage End-User lifecycle management.

• Manage End-User Assets management and assist with contracts and software negotiations related to Tier 2.

Requirements • Minimum of 5 years of experience in a similar role within the Hi Tech Engineering industry

• Proficiency in Active Directory and Group Policy

• Extensive knowledge of Backup Technologies

• Demonstrated ability in Microsoft Windows and O 365

• Experience with Computer Hardware and Configuration Management

• Proven track record of providing Tier 2 Support

• Ability to provide effective Technical Support

• Exceptional Leadership Skills

• Demonstrated experience in Technical Leadership

• Strong problem-solving abilities

• Excellent verbal and written communication skills

• Degree in Computer Science, Information Systems or a related field is preferred

• Ability to work in a fast-paced environment and manage multiple tasks simultaneously

• Team player with the ability to work independently when needed. Technology Doesn't Change the World, People Do.®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

• 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .