[Hiring] Manager, Client Services @EIG Services Inc

Role Description

The Manager, Client Services leads the Service Desk and Desktop Engineering functions, ensuring end users across the organization receive reliable, secure, and modern IT support. This role establishes clear ownership across both functions, builds cross-trained coverage so no critical process depends on a single person, and maintains a strong problem-solving culture. The Manager contributes hands-on as an individual contributor when needed, but always operates as a senior escalation point and problem solver rather than a purely administrative role. The Manager is a highly collaborative, forward-thinking leader who drives automation, AI adoption, and continuous modernization of Client Services tools and processes.

• Lead and develop the Service Desk and Desktop Engineering teams, providing clear direction, coaching, performance management, and career development.
• Establish clear functional ownership between Service Desk and Desktop Engineering.
• Serve as a senior escalation point for complex, high-impact incidents.
• Own workforce planning for the team, including staffing levels, scheduling, workload balancing, and succession or backup coverage for critical functions.
• Ensure Client Services practices adhere to security best practices and applicable regulatory requirements.
• Manage vendor and contracted staffing relationships supporting Client Services.
• Champion an AI-first mindset across Client Services.
• Set standards and expectations for the team's use of approved AI assistants and automation tools.
• Lead ongoing modernization of Client Services tools, processes, and workflows.
• Partner with IT Security, ITSM, and platform administration functions on change management.
• Build strong, collaborative working relationships across IT and the business.
• Track and report team performance, service levels, and operational risk to IT leadership.

Qualifications

• 5 or more years of progressive experience in IT service desk, desktop engineering, or end-user support operations, including at least 2 years in a leadership or supervisory capacity.
• Bachelor’s degree in Information Security, Computer Science, a related field; or equivalent experience.
• Strong working knowledge of end-user computing environments (Windows, Mac, mobile devices, and virtual desktop infrastructure).
• Experience building or maturing service desk and desktop engineering functions.
• Demonstrated experience with ITSM practices.
• Experience with Atlassian tools (Jira, Jira Service Management, Confluence) or comparable ITSM platforms.
• Strong vendor management skills.
• Working knowledge of security best practices and regulatory considerations relevant to IT operations.
• Demonstrated success adopting automation and AI tools to improve IT service delivery.
• Excellent collaboration, communication, and stakeholder management skills.
• Strong analytical and troubleshooting skills.

Requirements

• Remote: This role is a remote (work from home) opportunity and only open to candidates currently located in the United States and able to work without sponsorship.
• It requires a suitable space that provides a private and quiet workplace.
• Expected Work Hours: Schedules are set to accommodate the requirements of the position and the needs of the organization.
• Travel: May be required to travel to off-site location(s) to attend meetings, as necessary.

Benefits

• Salary Range: $90,000 - $140,000.
• A comprehensive benefits package.

Company Description

As a dynamic, fast-growing provider of workers' compensation insurance and services, we are seeking a goal-oriented individual willing to put their ideas to work! We offer a positive, challenging work environment, combined with an opportunity to build your career as you help us grow our business.

• Headquartered in Nevada, EMPLOYERS attributes its long-standing success to its most valuable resource, our employees across the United States.
• EMPLOYERS is known for the quality service and expertise we provide to our clients.
• We live and breathe our core values: Integrity, Customer Focus, Collaboration, Initiative, Accountability, Innovation, and Personal Fulfillment.
• At EMPLOYERS, you’ll discover an energetic environment that inspires top achievement.