Information Technology Client Services Manager

With over 40 years of innovation, Quantum's end-to-end platform is uniquely equipped to orchestrate, protect, and enrich data across its lifecycle, providing enhanced intelligence and actionable insights. Leading organizations in cloud services, entertainment, government, research, education, transportation, and enterprise IT trust Quantum to bring their data to life, because data makes life better, safer, and smarter. Quantum is listed on Nasdaq (QMCO) and the Russell 2000® Index. For more information visit www.quantum.com.

The IT Client Services Manager is responsible for all aspects of planning and delivering worldwide IT support operations to include desktop support, desktop architecture and IT service desk. The position will provide leadership, strategic and operational oversight, and decision-making to ensure high performing and available services, including possessing necessary technical and analytical skills required to meet regulatory requirements. The Manager, IT Client Services ensures effective and scalable client services and contributes to Quantum’s mission of utilizing information technology to improve workflows and customer satisfaction.

This role has the ability to be primarily remote, but will require some regional or international travel, less than 20% of the time.

You Are A Part Of:

You’re joining a team of exceptional leaders and individuals who strive for growth and improvement across our business. The information technology team plays a crucial role in the success of our organization, and you’ve got a passion for ensuring both business is enabled to create and innovate on world-class programs and products.

Job Responsibilities:

Responsibilities include, but are not limited to:

• Manage IT Endpoint technologies, including Client Endpoint systems, Microsoft Intune, JAMF, software licensing, wireless and mobility.
• Direct enterprise-wide IT service, support, and training of client/end-user technologies (desktops, notebooks, tablets, mobile devices, printers, faxes, and PC software).
• Lead planning, strategy, and execution of enterprise client technologies; develops client technology roadmaps for deployments, upgrades and migrations to support current trends and compliance.
• Responsible for client and software vendor management, contract negotiations, and purchasing procedures; pursue cost savings initiatives, leveraging common client and infrastructure technologies. Responsible for budgetary process for systems, software, and support.
• Evaluate emerging client technologies and trends to improve customer service and assess supportability to ensure cost-effective solutions.
• Provide direction and supervision of highly skilled global technical teams, demonstrate professional judgment, use problem-solving techniques and delegate appropriately to ensure their optimal performance. Collaborate with the IT team to assess and allocate staff resources based on departmental needs.
• Establish company wide client technology standards; drive the use of common client software and hardware to simplify end-user support and administration, all while improving the end-user experience.
• Partner with other IT leaders to support the implementation of key IT strategic initiatives and services to ensure deliverables are completed on time and are well communicated and with the support of key stakeholders.
• Work directly with the IT Information Security team to ensure audits are maintained in accordance with compliance requirements.
• Provide technical support, troubleshooting, and problem resolution services for infrastructure, computer, and telephone end-users.
• Develop and regularly maintain endpoint systems performance, availability, capacity and SLA metrics and reports.
• Responsible for company-wide IT communications; deliver professional correspondence to keep end-users well-informed of relevant IT activities (IT announcements, system outage alerts, etc.).
• Champion and promote IT as a customer-centric, service delivery resource, with focus of providing users value-added IT technologies.

Required Skills and/or Experience:

• Minimum of 6 years of experience in managing IT Support or Operations and developing IT strategies in service and infrastructure in a high performing enterprise environment with proven ability to lead IT service teams.
• BA/BS degree in Information Technology or extensive proven equivalent work experience.
• Experience with Microsoft suites, solid working knowledge of ITIL service management processes and operations processes.
• Strong organizational and strategic management skills, including budget and business planning and forecasting, coaching, team building, and conflict resolution.
• Ability to manage a global team across multiple time zones, driving development, growth, and achievement.
• Able to manage multiple projects, as well as manage daily operations efficiently while meeting appropriate timelines.
• Ability to manage assigned IT personnel, projects, budgets and priorities effectively and efficiently within all areas of department responsibility.
• Understanding of IT governance, practices and processes and the ability to maintain a strong strategic vision directly supporting the company objectives.
• Excellent communication and interpersonal skills, with the ability to build and maintain relationships with stakeholders at all levels.
• Strong customer-oriented people skills
• Excellent analytical and problem-solving skills.
• Superb written and verbal communication skills with the ability to articulate a world-class IT vision.

Why Should You Join Quantum?

At Quantum, we understand how to help you capture, manage, and store your video and data – to realize its infinite possibilities. We leverage decades of expertise in storage technology to deliver bold, innovative solutions to forward-thinking organizations. Our technology and services are uniquely designed for video and large data sets – applications that will make up an estimated 80% of all data by 2025. We provide end-to-end solutions built for every stage of data’s lifecycle – offering ultra-fast performance, real time collaboration and analysis, and low-cost archiving – on-premise or in the cloud. We are a company committed to helping to create, innovate, and protect, so together we can make the world a happier, safer, and smarter place.