Klick is hiring a Service Manager, Office Tech (IT Support)

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.