IT Client Services Manager

What We Are Looking For

The Client Services Manager at Aldridge Electric is a pivotal leadership role responsible for the end-to-end delivery of IT support services across the organization. This individual leads the Client Support Specialist team, ensuring that our workforce remains productive, secure, and well-supported. The primary objective for this role is to transform the help desk from a reactive support function into a proactive service center.

What You’ll Do

• Team Leadership & Strategy
• Direct, mentor, and develop a team of Client Support Specialists.
• Establish clear KPIs, performance standards, and professional development paths.
• Define and maintain Service Level Agreements (SLAs) to ensure timely and effective resolution of all support requests.
• Analyze ticket trends to identify root causes and implement long-term solutions to recurring technical issues.
• Systems & Infrastructure Management
• Serve as the primary administrator for Google Workspace.
• Manage enterprise-wide email (Gmail), file storage (Drive), and collaboration tools.
• Oversee the creation and management of Google Groups and the assignment of folder/file permissions to ensure secure data access.
• Oversee the lifecycle of all client hardware, including laptops, desktops, smartphones (iOS/Android), and tablets.
• Manage and optimize Microsoft Intune and Level.io for automated provisioning, patch management, and security compliance.
• Supervise user lifecycle management within Active Directory and Entra ID (formerly Azure AD), ensuring secure and seamless access for all employees.
• Act as the primary administrator for Freshservice.
• Configure workflows, automation rules, and dashboards to streamline the support process.
• Knowledge Management & Shift-Left Self-Service Strategy
• Lead the initiative to "Shift-Left" by creating and maintaining a comprehensive Knowledge Base.
• Oversee the production of high-quality knowledge articles, video tutorials, and FAQs designed to empower users and reduce Level 1 ticket volume.
• Coordinate training sessions for end-users on hardware, software (including Google Workspace best practices), and cybersecurity.
• Operations & Asset Management
• Manage vendor relationships for hardware and peripheral procurement.
• Maintain an accurate inventory of all IT assets and manage the refresh cycle for aging hardware.
• Ensure consistent uptime and support for office peripherals, including printers, scanners, and conference room technology.

Who You Are

• Experience
• 5+ years of IT support experience, with at least 2 years in a leadership or supervisory capacity.
• Technical Proficiency
• Advanced administration of Google Workspace (Gmail, Drive, Groups, Admin Console).
• Deep understanding of Microsoft 365 ecosystem (Entra ID, Intune).
• Experience with Freshservice or similar ITSM platforms.
• Familiarity with Remote Monitoring and Management (RMM) tools like Level.io.
• Leadership Skills
• Proven ability to motivate a technical team and communicate complex technical concepts to non-technical stakeholders.
• Strategic Mindset: A strong focus on documentation, process improvement, and data-driven decision-making.

Who We Are

At Aldridge, we invite you to be a part of our dynamic team, where your skills are not only valued but crucial to our success. As we pursue our vision to be the First Choice for Energy and Transportation infrastructure projects, we welcome fresh perspectives and prioritize teamwork to drive our industry-leading safety, innovation, and execution. Our culture is rooted in family-centeredness, with third-generation leadership guiding our unwavering spirit of innovation and entrepreneurship. With over 2,000 industry experts dedicated to our vision, we actively contribute to and uplift the communities impacted by our infrastructure projects and our Aldridge family. Built on collaboration and a commitment to mental wellness, our core values create an unparalleled sense of unity and camaraderie within our organization. Through team-building events, open-door policies, and visible executive presence, we foster an environment where everyone can thrive, innovate, and make a meaningful difference.

What We Offer

• Annual Base Pay Range
• $110,000.00 - $140,000.00
• Benefits Package
• Health Insurance
• Dental Insurance
• Vision Insurance
• Wellness Incentive Programs
• Short and Long Term Disability
• Flexible Spending Accounts
• Life Insurance
• Legal Assistance
• Identity Protection
• Accident & Critical Illness Insurance
• Company 401(k) Matching Contributions
• Paid Time Off (PTO)
• Employee Assistance Program (EAP)