Manager, Client Services

Description

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.

• 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 processes that prevent recurrence.
• Serve as the technical and process escalation point for less experienced team members.
• Manage day‑to‑day operations of the Service Desk, including ticket management, documentation, knowledge base development, and metric tracking.
• Develop, manage, and improve Service Desk key performance indicators (KPIs) to drive efficiency and user satisfaction.
• Collaborate with IT management and cross‑functional teams to implement, maintain, and upgrade technology systems and tools.
• Work with Sunward vendors to ensure timely solutions and issue resolution for outsourced services.
• Create and maintain up‑to‑date documentation for procedures, processes, and knowledge sharing.
• Foster a productive and rewarding work environment that encourages professional development, continuous improvement, and teamwork within the Service Desk team.
• Provide performance feedback and conduct evaluations for team members in accordance with Credit Union policies.
• Develop and utilize tools and methods to monitor and improve processes and service delivery.
• Support budget planning for Service Desk‑related resources and initiatives within limited spending authority.
• Provide on‑call support outside business hours as needed and manage on‑call schedules and rotations for the Service Desk team.
• Stay current with emerging technologies and industry best practices to continuously enhance service delivery.
• Promote a service and sales culture by maintaining basic knowledge of Sunward products and services and referring employees to appropriate teams as needed.
• Perform other duties as assigned.

• Minimum of six years of experience in technical support, including at least 2 years in a supervisory or managerial role leading front‑line or support teams.
• Demonstrated experience managing vendor and partner relationships to support service delivery and issue resolution.
• Familiarity with credit union products and services is a plus.
• Jira Service Management experience, including User and Administrator roles, is desired.
• Managed Service Provider experience is a plus.

• Bachelor’s degree in computer science, information systems, or a related field; or equivalent combination of relevant education, training, and experience.
• Professional certifications (e.g., ITIL, CompTIA A+, Network+, Security+) are desirable.

Own your deliverables and KPIs‑meet or exceed them by giving outcomes and overcoming obstacles.

Treat W3s as promises – execute early, follow through consistently and renegotiate transparently when priorities shift. Reliability builds trust.

Know your business – manage financials, operations and experiences with discipline and in full alignment with Sunward’s key results.

Be a learner now a knower – stay curious, ask questions, adapt quickly and embrace daily learning.

Respect others by being early prepared and fully tuned in –…