Oak View Group is the global leader in venue development, management, and premium hospitality services for the live event industry. Offering an unmatched, 360-degree solution set for a collection of world-class owned venues and a client roster that includes the most influential, highest attended arenas, convention centers, music festivals, performing arts centers, and cultural institutions on the planet.

The Client Services Manager is responsible for ensuring the efficient operation and continuous improvement of IT support services. This role oversees the day-to-day activities of an outsourced “Level 1” Service Desk and a smaller internal team of Desktop Engineers, ensuring that end-user support requests are handled promptly and effectively. The Client Services Manager will develop and implement strategies for optimizing support processes, improving user satisfaction, maintaining a secure end-user environment, and ensuring adherence to service level agreements (SLAs). The role requires both a technical background and strong leadership skills to coach, mentor, and guide a team of service desk professionals.

This role pays an annual salary of $102,000 to $116,000 and is bonus eligible.

Benefits for FT roles: Benefits: Health, Dental and Vision insurance, 401(k) savings plan, 401(k) matching, and paid time off (vacation days, sick days, and 11 holidays).

This position will remain open until May 9, 2025.

• Oversee the daily operations of the IT Service Desk, ensuring timely resolution of tickets and adherence to SLAs.
• Coordinate escalation procedures and ensure that complex or critical issues are resolved appropriately and in a timely manner.
• Develop and implement service desk processes and procedures based on accepted industry frameworks (e.g., ITIL).
• Develop and implement key performance indicators (KPIs) to ensure efficiency and effectiveness.
• Prepare and present reports on service desk performance, including trends in issues and recommendations for improvement.
• Ensure the effective use of service management tools for ticketing, knowledge base, and reporting.
• Collaborate with IT teams to ensure proper configuration and use of IT infrastructure, software, and hardware to align support strategies with business needs
• Drive the use of automation and self-service technologies to streamline support and reduce manual workload.
• Work with our existing vendors and partners to ensure the smooth procurement of equipment in a timely and cost-effective manner
• Implement and maintain asset management policies, procedures, and tools to accurately track end-user computer equipment
• Ensure that customer feedback is regularly collected and used to improve service desk performance.
• Conduct regular performance reviews, provide feedback, and create development plans for staff.
• Foster a collaborative, high-performance culture focused on delivering excellent customer service.

• Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent work experience.
• 5+ years of experience in IT support, with at least 2-3 years in a supervisory or management role in an IT service desk or technical support team.
• Experience managing outsourced vendors that serve in an operational capacity
• Proven track record in managing service desk processes and implementing continuous improvements.
• Familiarity with ITIL or other service management frameworks.
• Strong leadership and people management skills, with the ability to motivate and develop a team.
• Excellent communication and interpersonal skills, with a focus on customer service.
• Proficiency with service desk tools (e.g., ServiceNow, Zendesk) and ITSM best practices.
• Strong problem-solving abilities and the ability to make decisions in high-pressure situations.
• Knowledge of IT infrastructure, networking, software, and hardware.
• Ability to manage multiple priorities and meet deadlines.

At OVG, we understand that to continue positively disrupting the sports and live entertainment industry, we need a diverse team to help us do it. We also believe that inclusivity drives innovation, strengthens our people, improves our service, and raises our excellence. Our success is rooted in creating environments that reflect and celebrate the diverse communities in which we operate and serve, and this is the reason we are committed to amplifying voices from all different backgrounds.

Oak View Group is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis (“protected class”) including, but not limited to veteran status, uniform service member status, race, color, religion, sex, national origin, age, physical or mental disability, genetic information or any other protected class under federal, state, or local law.