Klick
Marketing And Advertising
ServiceManager,OfficeTech(ITSupport)
Neural analysis suggests this role is
optimal for mid candidates.
“Service Manager, Office Tech (IT Support) at Klick. Skills: Service desk operations, Team leadership, IT support, Service management. Lead Fixanator team. Manage Fixanator scheduling”
What You'll Achieve.
Create exceptional technology service experience
Industry & Context.
What They're Looking For.
Must Have
5+ years customer support, 5+ years IT support, 2+ years leading teams, 2+ years managing ticket queues, 5+ years incident management, 5+ years problem management, 5+ years change management, 5+ years request fulfillment, 5+ years onboarding workflows, 5+ years offboarding workflows, 5+ years knowledge management, 5+ years endpoint support, 5+ years identity access workflows, Experience presenting service updates
Nice to Have
Comfort using AI, Experience using Claude, Experience supporting hybrid teams, ITIL-aligned service management, Track record improving knowledge base, Track record improving workflow automation, Track record improving self-service support, Track record improving employee-facing technology, Track record improving support experience metrics, Experience in technical retail, Experience in hospitality, Experience in customer success
What You'll Do.
Manage Fixanator scheduling
Manage Fixanator coverage
Manage Fixanator workload
Drive team performance
Drive team career development
Provide staffing input
Run daily service desk operations
Own service-management discipline
Manage incident management
Manage problem management
Manage change management
Manage request fulfillment
Manage onboarding workflows
Manage offboarding workflows
Lead knowledge management
Author knowledge base content
Edit knowledge base content
QA knowledge base content
Run knowledge-exchange sessions
Report on service performance
Stand up KPI dashboards
Partner across business
Resolve recurring issues
Raise bar on employee productivity
Manage Tech Lounge experience
How You'll Work.
Team & Collaboration
Office Tech team; People Practices; Security; Facilities; Vendors
Communication Scope
Presenting service updates; Presenting risks; Presenting trends; Presenting recurring issues; Presenting recommendations
Full Job Description
The Klick Group— comprising Klick Health (including Klick Katalyst and btwelve), Klick Media Group, Klick Applied Sciences (including Klick Labs), Klick Consulting, and Klick Ventures—is an ecosystem dedicated to realizing the full potential of our people and clients in life sciences. Founded in 1997, we have offices in New York, Philadelphia, Saratoga Springs, Toronto, London, São Paulo, and Singapore. Consistently named a Best Managed Company, Most Admired Corporate Culture, and Great Place to Work, Klick is committed to fostering a high-performance, people-first culture with creativity, collaboration, innovation, and impact across everything we do. About our Office Tech Team Office Tech is the team behind the technology experience at Klick. We help Klicksters stay connected, productive, secure, and ready to do their best work—wherever work happens. Our Fixanators work from the Tech Lounge, a welcoming support space that’s part help desk, part hangout, and unmistakably Klick. It’s where Klicksters can get help, ask questions, and connect with a team that believes technology support should feel approachable, human, and helpful. We’re not the department of “no.” We’re here to make things work, make them better, and create a technology experience built on reliable systems, thoughtful service, and continuous improvement. The Service Manager leads our day-to-day IT help desk and directly manages our Fixanators — the front-line team that supports every Klickster across devices, access, applications, collaboration tools, and workplace technology. The Service Manager makes sure people get timely, helpful, human support while building the habits, systems, reporting, and team culture that allow service quality to scale as Klick grows. The Service Manager is also responsible for the Tech Lounge experience. This space will be your team's home base and one of the most visible expressions of Office Tech culture. You will help keep it welcoming, useful, organized, energetic, and
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