Service Manager, Office Tech (IT Support)
Core
Lead the IT help desk and Fixanator team to deliver high-touch, human-centric technology support for Klick employees across devices, access, applications, and workplace tools.
Role type
Service Manager (IT Support)
Builds
A scalable, high-quality employee technology service experience and a welcoming Tech Lounge culture.
Domain
Life Sciences / Corporate IT / Workplace Technology
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership and performance management, ITSM operations (ServiceDesk+), Incident/Problem/Change management, Knowledge management, Stakeholder communication, SLA monitoring, Hybrid environment support
Preferred skills
AI tool usage (e.g., Claude), ITIL certification, Technical retail or hospitality experience, Workflow automation
Technologies
ServiceDesk+, Slack, Jamf, Google Workspace, Microsoft Entra ID, Mac, Windows
Responsibilities
Lead and grow the Fixanator team including scheduling, coaching, and hiring input; Run daily service desk operations and triage tickets; Own service-management discipline (incident, problem, change, onboarding/offboarding); Lead knowledge management and QA; Report on service performance and KPIs; Partner with business units and vendors to resolve issues.
Seniority
Mid-Senior, hands-on IC with management responsibilities
