Manager, Client Services

Job description

Description Job Scope: Leads and manages the Service Desk team to ensure exceptional technical support and service delivery for credit union employees. Combining hands-on support with team leadership, oversees daily operations, coaching staff on service standards, managing scheduling, monitoring performance, maintaining documentation and SLAs, and addressing employee and service issues to promote operational accuracy, member satisfaction, and compliance with policies. Collaborates with peers to share best practices and resolve operational challenges, operating within established procedures and limited discretion to align service delivery with Sunward’s core values and strategic initiatives. Essential Functions: - Lead and manage the Service Desk team, ensuring high-quality technical support for credit union employees through the help center, phone, email, chat, and in-person channels. - Provide technical expertise and guidance, troubleshooting hardware, software, and network issues for end users. - Ensure timely resolution of support requests in line with SLAs and escalation paths, driving not only ticket resolution but also root cause identification to develop cross-functional pro...