Manager Engineering Service Delivery and Client Service

Where you will work:
This position offers a hybrid work option up to 50% remote and is open to any Compeer office location in Illinois, Minnesota and Wisconsin.

The contributions you will make: 

This position is responsible for leading the day-to-day delivery, reliability, and performance of BT services that directly support end users and clients across the organization. Ensures exceptional customer experience through the planning, provisioning, and operation of IT services, including the Service Desk, Help Desk, Client Experience Monitoring, End User Device Support, Request Fulfillment, Patch & Software Management, Access Management, and Service Reporting. Provides hands-on technical and people leadership for service delivery functions, ensuring consistent service excellence, operational maturity, and alignment with enterprise BT strategies. Drives continuous improvement, promotes automation and self-service, and embeds a culture of reliability and accountability across all customer-facing IT operations.

A typical day:

Service Delivery and Operational Leadership
•    Oversees the planning, provisioning, and daily operation of IT services supporting internal users and clients.
•    Leads IT Service Desk, Help Desk, and End User Device Support functions to ensure timely, accurate, and customer-centric resolution of incidents and requests.
•    Ensures consistent execution of ITSM processes across incident, request, problem, and change management, aligned to defined SLAs and service targets.
•    Monitors and improves end-user experience through proactive Client Experience Monitoring and Service Reporting.
•    Oversees patch and software management lifecycles to maintain device health, compliance, and performance.
•    Partners with Security and Infrastructure teams to ensure alignment on access management, endpoint security, and service reliability.
•    Ensures IT service delivery processes are scalable, efficient, and aligned with organizational and compliance requirements.

Team Management
•    Provides day-to-day leadership, coaching, and mentoring to service desk, device support, and operations engineers.
•    Builds a collaborative, inclusive, and service-oriented team culture that emphasizes accountability, empathy, and problem ownership.
•    Develops team members’ technical, customer service, and ITSM capabilities through training and career development programs.
•    Fosters collaboration and shared accountability across infrastructure, applications, and security teams to improve service outcomes.
•    Implements workforce planning and succession strategies to ensure adequate staffing, coverage, and technical expertise.
•    Encourages innovation in self-service, automation, and user engagement to elevate service quality and efficiency.

Service Performance, Reporting and Continuous Improvement
•    Oversees service performance metrics, dashboards, and reports to measure service levels, customer satisfaction, and operational trends.
•    Analyzes incident and request data to identify root causes, recurring issues, and opportunities for improvement.
•    Drives continuous improvement initiatives to enhance service quality, efficiency, and automation maturity.
•    Implements proactive monitoring and alerting to prevent disruptions and improve service reliability.
•    Ensures post-incident reviews and lessons learned are used to strengthen operational processes and resilience.

Vendor, Budget and Tooling Management
•    Manages vendor relationships and contracts for service desk, device management, and endpoint solutions.
•    Partners with procurement and finance to align budgets with operational priorities and cost optimization goals.
•    Identifies opportunities for automation, efficiency, and modernization through technology investments and vendor collaboration.

The skills and experience we prefer you have: 

•    Bachelor’s degree in Information Technology, Computer Science, Business, or related field; or equivalent work experience.
•    Minimum of 7 years of IT experience, including at least 3 years in IT operations or service delivery roles.
•    Minimum of 3 years of leadership experience managing service desk, end-user support, or IT operations teams.
•    Demonstrated experience improving service delivery performance, end-user experience, and operational maturity.

•    Strong leadership skills with the ability to inspire, develop, and empower diverse technical and customer service teams.
•    Deep understanding of IT Service Management (ITSM) frameworks (i.e., ITIL) and service delivery best practices.
•    Practical experience managing service desk, endpoint management, and client experience functions in a mid-to-large enterprise.
•    Proficiency with ITSM and endpoint management platforms (i.e.., ServiceNow, Intune).
•    Strong analytical and problem-solving skills with a focus on root cause elimination and process improvement.
•    Excellent communication and interpersonal skills, with the ability to engage effectively with business users and technical staff.
•    Proven ability to manage competing priorities, service-level expectations, and escalations in fast-paced environments.
•    Commitment to operational excellence, continuous learning, and innovation in service delivery.
•    Experience with vendor management, budgeting, and performance measurement of managed services.
•    High degree of adaptability and learning agility in a dynamic, technology-driven environment.
•    Valid driver's license.

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How we will take care of you:

Our job titles may span more than one career level (associate, senior, principal, etc.). The actual title and base pay offered is dependent upon many factors, such as training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role is eligible for variable compensation and other benefits.

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