Service Manager, Office Tech (IT Support)

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 true to Klick - a place where great service feels approachable, human, and maybe even fun.

This is not a back-office ticket-policing role. Yes, queues, SLAs, incidents, problems, changes, knowledge, and reporting matter. But they are tools, not the mission. The mission is to create an exceptional technology service experience for exceptional people.

What You’ll Do

• Lead and grow the Fixanator team - own scheduling, coverage, and workload balancing; hold regular 1-on-1s; drive performance and career development; and provide input on hiring and staffing.
• Run daily service desk operations across ServiceDesk+, and the Office Tech Slack support channels - triaging and assigning tickets, monitoring queues, managing escalations, and enforcing SLAs so nothing sits too long.
• Own the service-management discipline - incident, problem, and change management, plus request fulfillment and onboarding/offboarding workflows.
• Lead knowledge management - author, edit, and QA knowledge base content, run knowledge-exchange sessions for the team, and build feedback loops that surface what to improve next.
• Report on service performance - track SLA attainment, backlog, ticket quality, and trends, and help stand up KPI dashboards from ServiceDesk+ data.
• Partner across the business - work with Office Tech, People Practices, Security, Facilities, and vendors to resolve recurring issues, close gaps, and keep raising the bar on employee productivity.

Required:

• 5+ years delivering customer, employee, or technical support in a service-focused environment with evidence of high-quality, high-touch support outcomes.
• 5+ years in IT support, workplace technology, service desk operations, or technical customer service supporting devices, access, applications, collaboration tools, and workplace technology.
• 2+ years leading or supervising a service desk, technical support, or customer-facing technical team, including scheduling, coaching, performance management, and development.
• 2+ years managing ticket queues, SLAs, escalations, reporting, and service quality in ServiceDesk+ or a comparable ITSM/service-management platform.
• 5+ years of practical understanding of incident, problem, change management, request fulfillment, onboarding, offboarding, knowledge management, endpoint support, and identity/access workflows.
• Experience presenting service updates, risks, trends, recurring issues, and recommendations to internal stakeholders or business leaders.

Desired:

• Comfort and enthusiasm for using AI as a regular part of how work gets done.
• Experience using Claude or similar AI tools to improve service reporting, knowledge base content, workflow documentation, or support operations.
• Experience supporting hybrid teams across office and remote environments, including Mac, Windows, Jamf, Google Workspace, Microsoft Entra ID, or comparable platforms.
• Practical ITIL-aligned service management experience, certification, or equivalent applied judgment in incident, problem, change, and knowledge practices.
• Track record improving knowledge base content, workflow automation, self-service support, employee-facing technology spaces, or support experience metrics.
• Experience in technical retail, hospitality, customer success, or another high-touch service environment where clear communication and calm issue resolution were essential.

This posting is for an existing vacancy at Klick. The base salary range for this position is between CAD $75,000 - $85,000. The final amount offered will be determined based on several factors such as a candidate’s work location, their unique skill set, education, and prior work experience.

Our Commitment to Inclusion

Klick is consciously creating a culture where everyone can thrive and grow in their careers. We believe that our best work comes from our diverse backgrounds, perspectives, and skills. We strongly encourage members of historically underrepresented communities to apply, including Black people, Indigenous peoples, and other people of color, people with disabilities, people from gender and sexually diverse communities and people with intersectional identities. We're also committed to developing an inclusive, barrier-free recruitment process and work environment. Should you require any accommodation, please contact us at [email protected] and we will work with you to meet your accessibility needs and ensure you have a positive experience.