Client Services Manager

Client Services Manager Endpoint Management & Service Desk Operations The selected Client Services Manager will provide strategic and operational leadership for end-user technology services, with primary accountability for Client Device and Endpoint Management (75%) and secondary oversight of Service Desk Operations (25%). This role is responsible for delivering a secure, modern, and high-performing digital workplace experience across laptops, desktops, mobile devices, peripherals, AWS VDI, AV, and collaboration technologies, while also ensuring efficient and customer-focused support operations. This leader will drive endpoint strategy, lifecycle management, engineering standards, automation, and user experience improvements, while ensuring that Service Desk processes, AI-enabled support channels, and chat automation capabilities are aligned to service quality, business outcomes, and contractual commitments. The role serves as the primary point of accountability for service performance, operational stability, customer satisfaction, and continuous improvement across client services. Additional Key Roles & Responsibilities Lead the strategy, engineering, and operational delivery of Client Device and Endpoint Management services, including laptops, desktops, peripherals, mobile devices, and endpoint policies across a distributed enterprise environment. Own the modern endpoint management roadmap with emphasis on Microsoft Intune, Windows Autopilot, and Digital Employee Experience (DEX) capabilities to improve provisioning, compliance, performance, and end-user productivity. Drive endpoint lifecycle management including device standards, refresh strategy, zero-touch provisioning, application deployment, patching, security baselines, and retirement processes. Oversee workstation engineering and platform standardization, including image modernization, policy management, endpoint security configuration, and collaboration with infrastructure and cybersecurity teams. Leverage endpoint analytics and DEX insights to proactively identify friction points, improve device health, reduce support demand, and enhance the overall employee technology experience. Provide leadership over Service Desk Operations with a focus on service quality, incident and request management, escalation handling, and continuous improvement of the user support experience. Advance Service Desk modernization through AI-enabled support, chat automation, virtual agent capabilities, self-service, and knowledge management to improve responsiveness, containment, and user satisfaction. Ensure ITIL-aligned processes for Incident, Request, Problem, and Change Management while driving root cause reduction, operational stability, and service performance across end-user support functions. Establish staffing models, operating rhythms, and vendor oversight that support 24x7 service continuity, demand variability, and consistent execution against SLAs, KPIs, and contractual commitments. Manage operational budgets, staffing costs, service efficiency targets, and third-party partnerships supporting endpoint, workspace, and support services. Serve as a key client and business-facing leader for end-user technology services, providing performance visibility, service reviews, and executive-level communication on priorities, risks, and improvement opportunities. Basic Qualifications Bachelor's degree in Information Technology, Business, or related field (or equivalent experience). 8+ years of experience in IT service delivery, end-user computing, or digital workplace services, with at least 3 years in a management role. Proven experience leading endpoint management, end-user support, or workplace technology functions in a complex enterprise environment. Experience with Microsoft Intune, Windows Autopilot, endpoint analytics, and Digital Employee Experience (DEX) platforms. Familiarity with modern endpoint ecosystems spanning Windows, macOS, iOS, and Android device management. Hands-on understanding of modern endpoint management capabilities, including device enrollment, compliance, configuration management, patching, application deployment, and endpoint lifecycle governance. Experience managing service delivery against SLAs, KPIs, and client or business commitments in a 24x7 support environment. Strong working knowledge of ITIL service management practices and continuous improvement principles. Demonstrated ability to engage effectively with senior leaders, clients, vendors, and cross-functional technology teams. Preferred Qualifications ITIL certification (Foundation or higher). Experience with AI-enabled Service Desk capabilities, including chat automation, virtual agents, self-service platforms, or workflow automation. Knowledge of endpoint security, compliance, and policy enforcement in enterprise or regulated environments. Experience supporting collaboration technologies, conference room systems, AV services, and mobile device programs. Background working in enterprise, outsourced, or highly matrixed service delivery environments. Team Culture Passion for Technology: We are enthusiastic about emerging technologies and their potential to transform the employee experience and the automotive industry. Agility: We work in an agile environment, adapting quickly to change and continuously improving our services and processes. Teamwork: We believe in the power of collaboration, supporting one another to solve problems and achieve common goals. Growth: We prioritize personal and professional development and encourage continuous learning. Inclusivity: We foster an inclusive culture where diverse perspectives are valued and every team member feels welcome.