Client Technology Services Manager

Here at Ultimate Software, we truly put our people first. We strongly believe in teamwork, and we encourage and trust our people to reach higher, learn more, and live up to their potential. Ultimate is ranked #1 on Fortune's “Best Places to Work in Technology” for 2018 and #3 on the “100 Best Companies to Work For” list in 2018. Ultimate is also ranked #1 on the Fortune’s “100 Best Workplaces for Millennials” for 2018 and #3 on its "Best Workplaces for Diversity” list for 2017.

Primary/Essential Duties and Key Responsibilities:


  • Supervise the day-to-day operations of the Client Systems Support team in Atlanta, Alpharetta, Santa Ana, St. Louis and San Francisco and provide technical and business leadership, guidance and support to the team
  • Identifies, researches and assists in the resolution complex technical problems
  • Creates and manages escalation procedures and ensures service levels are maintained
  • Documents, tracks and monitors incidents and problems to ensure resolution in a timely manner
  • Coordinates software and hardware vendor calls to request service regarding defective products
  • Recognizes, identifies, diagnoses and isolates problems with computer hardware and software
  • Collaborates with cross-functional management teams to in order to identify areas that can be improved and enhanced in order to improve employee productivity
  • Provides guidance to the CSS team to improve the effectiveness of the team and ensure that they develop their customer service and technical skills
  • Creates and implements operational procedures to ensure that the CSS staff members consistently perform tasks
  • Ensures adherence to defined CTS/IS policies/procedures
  • Complete yearly performance evaluations to ensure that CSS staff is meeting objectives and responsibilities
  • Coordinate and schedule CSS staffing which includes normal business hour support and off-site conference support
  • Review and maintain weekly and monthly status report/dashboard and analyze metrics in order to take appropriate actions
  • Manage the implementation of CSS projects to improve the desktop environment; includes new hardware deployments, new software deployments and software upgrades
  • Ensure that new hardware/software being implemented in the production environment that is provided by project teams has the appropriate level of communication and documentation for the CTS team and internal customers to ensure a smooth implementation
  • Review and approve/reject changes into the production environment that may impact the client computing environment in daily Change Management meetings
  • Manage teams incidents to ensure SLAs are met and conduct workload planning, estimating and prioritization
  • Manage incidents to ensure that Critical (ASAP), HIGH and VIP incidents are processed expeditiously in order to adhere to SLAs
  • Ensure that there is sufficient hardware in stock to meet day-to-day business needs (i.e. laptop refresh, new hires, etc.)
  • Ensure that yearly laptop/desktop refresh is completed on-time and within budget
  • Manage asset allocation of all laptop/desktop computer assets
  • Engage in formal and informal knowledge transfer
  • Work as in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied
  • Supports employees dispersed across multiple geographic communities including those that exclusively work remotely
  • Recommends and/or initiates employee promotions, transfers and disciplinary actions
  • Other duties as assigned by management

Required Qualifications:

(Knowledge, Skills and Abilities)

  • Minimum of 5 years of experience in a call center/help desk/desktop support environment
  • Minimum of 5 years of experience as a help desk/desktop support supervisor/manager supporting desktop environments including: hardware asset management, configuration management and software distribution
  • Experienced with automated desktop deployment tools; use of ServiceNow Incident Management, Microsoft SCCM, Microsoft MDT and Casper Management Suite, preferred
  • Thorough understanding of ITIL Best Practices; ITIL Foundations certification preferred
  • Experienced at supporting customers dispersed across multiple geographic communities including those that exclusively work remotely
  • Demonstrated knowledge and experience with continuous process improvement, including planning, implementation, measurements, and customer satisfaction
  • Experience in analyzing data and reporting using Microsoft Excel/Google Sheets, super user preferred
  • Current experience in management, support, and deployment of systems including Microsoft/Apple operating systems, network applications, wireless devices and related technologies
  • Must have strong Microsoft Windows/Apple operating system, Microsoft Office, G Suite, Microsoft Active Directory and Mac skills
  • In-depth knowledge of commonly-used concepts, practices, and procedures in the information technology field
  • Ability to develop documentation, policies, procedures and guidelines for Help Desk effectiveness and business operations
  • Must have good verbal and written communication skills across teams and levels of organization and have the ability to build strong relationships with key stakeholders
  • Must be professional, innovative, assertive and enjoy working with people; critical thinking, creativity, and independent judgment are expected
  • Proactively identify process improvement opportunities and support continuous improvement initiatives
  • Self-starter with the ability to work independently under minimal supervision
  • Strong ability to multitask and work on tasks and projects while being interrupted by users and colleagues requesting support; ability to re-prioritize tasks as needed, is a must
  • Ability to handle sensitive and confidential information appropriately

Physical Requirements:

  • No unique physical demands are required for this job.
Travel Requirements:

  • 25%

This job description has been written to provide an accurate reflection of the current job and to include the general nature of work performed. It is not designed to contain a comprehensive detailed inventory of all duties, responsibilities, and qualifications required of the employees assigned to the job. Management reserves the right to revise the job or require that other or different tasks be performed when circumstances change.

Ultimate Software will reasonably accommodate employees with disabilities as defined by the Rehabilitation Act of 1973, the Americans with Disabilities Act (ADA) and other appropriate statutes.

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