Customer Experience Manager

The purpose of this position is to provide strategic leadership and oversight of client-facing IT support functions, ensuring high-quality, consistent service delivery aligned with organizational goals. The Client Experience Manager will drive the adoption of best practices, emerging technologies, and AI-enabled solutions to improve client-facing service quality, operational efficiency, and user satisfaction. This position works under general supervision and exercises independent judgment in developing methods and approaches to service delivery.

ESSENTIAL FUNCTIONS:

The essential functions listed below are those that represent the majority of the time spent working in this class. Management may assign additional functions related to the type of work of the class as necessary.
• Champions the transformation of the County’s IT support functions by leveraging automation, AI-powered solutions, and modern service management platforms to improve efficiency, responsiveness, and user experience.
• Evaluates and continuously improves IT service management processes (e.g., incident, request, knowledge, and problem management) using industry frameworks such as ITIL, and drives adoption of service excellence models tailored to evolving business needs.
• Defines and enforces SLAs, KPIs, and operational metrics across all support functions. Regularly analyzes and reports performance data to leadership, using insights to guide improvements in service quality, responsiveness, and team accountability.
• Establishes client-focused service delivery practices by engaging departments, capturing feedback, and proactively aligning support services with County business priorities. Leads initiatives to simplify client interfaces, streamline intake channels, and enhance self-service adoption.
• Provides strategic direction and mentorship to a diverse technical support team, ensuring continuous training, professional development, and alignment with emerging technologies and support trends. Models a culture of collaboration, inclusion, and technical excellence.
• Coordinates planning and deployment of new or upgraded service management tools, ensuring adequate training, documentation, and change readiness across the support organization.
• Develops staffing models, shift schedules, and resourcing plans that support 24/7 availability expectations, while balancing workloads across support tiers and functional areas to ensure service continuity.
• Ensures compliance with internal policies, data protection standards, and County governance protocols. Recommends and enforces operational procedures that promote consistency, reliability, and risk mitigation across all end-user support services.
• Partners with IT leadership, project managers, cybersecurity, and application teams to ensure seamless delivery of IT services that align with broader technology modernization efforts and strategic objectives.
• Performs related work as assigned.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

• Bachelor’s degree in information technology, business administration, or related discipline.
• 7+ years of progressive leadership experience in IT service management, end-user support, or enterprise IT operations, including 5+ years in a senior or strategic leadership capacity.
• 5+ years of experience directly managing Service Desk and/or Network Operations Center (NOC) functions, with a proven track record of leading high-performing, multi-tiered support teams (onsite and remote).

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.