Client Services Manager

Client Services Manager

Regular, Full Time

Surrey Police Service (SPS) is Surrey’s new municipal police agency. On November 29, 2024, SPS became the police of jurisdiction, and assumed responsibility and command for policing and law enforcement in Surrey. SPS is working to redefine policing with innovative new approaches and community-based solutions. It’s an exciting time as SPS continues to expand our team with talented people who want to help shape the future of policing in Surrey. To date we’ve hired over 480 police officers and over 450 civilian support staff and will grow to be one of the largest independent police services in Canada. Since day one, SPS has been intentional about building a culture that is inclusive, respectful and supportive, with a strong focus on employee wellness and career development.

POSITION OVERVIEW

Surrey Police Service (SPS) has an exciting opportunity for a Client Services Manager to join our Information Management and Technology Division, within the Corporate Services Bureau. Reporting to the Manager, Information Technology, the Client Services Manager is responsible for overseeing the IT Service Desk, Desktop Services team, and leading the SPS IT Service Management (ITSM) and Enterprise Service Management (ESM) program. This role ensures the delivery of high-quality IT services to all employees, enhancing their productivity and satisfaction.

RESPONSIBILITIES

• Oversee daily operations of the IT Service Desk to ensure timely and effective resolution of IT issues.
• Develop and implement ServiceDesk best practices and identify opportunities to standardize and shift services from tier 2\3 to tier 1.
• Manage the Desktop Services team responsible for hardware and software support and coordinate with other IT teams to manage software updates and patches.
• Ensure the deployment, maintenance, and troubleshooting of desktop systems and personal productivity applications.
• Oversee IT aspects of employee onboarding, transfers, and offboarding. Ensuring proper workflows in relation to setup and deactivation of user accounts, email, and access permissions.
• Maintain accurate records of IT assets and user accounts within the ITSM solution.
• Maintain, manage, and track IT assets inventory and life cycle.
• Act as the primary point of contact for escalated IT issues.
• Conduct regular training sessions for employees on IT policies and procedures.
• Ensure all processes used by the Service Desk are thoroughly documented, consistently audited, and regularly updated.
• Develop, monitor, and report on ServiceDesk performance metrics and identify opportunities to improve or streamline service delivery processes.
• Analyze operational metrics and prepare summary reports and recommendations to the IT management team concerning opportunities to improve Service Desk operations.
• Engage, communicate, and provide leadership in Information Technology Infrastructure Library (ITIL) based ITSM processes.

KNOWLEDGE, ABILITIES, AND SKILLS

• Strong understanding of IT ServiceDesk operations and best practices.
• High-level understanding of desktop support scope and challenges as they relate to hardware and software troubleshooting.
• Strong knowledge and understanding of relevant industry standards, such and ITIL and service management principles.
• Strong knowledge of concepts, theories, practices, and techniques in IT service delivery, including portfolio, service request, incident, change, asset, and problem management.
• Proven ability to drive continuous improvement initiatives within IT service delivery, implementing best practices and optimizing processes to enhance service quality and efficiency.
• Proven ability to lead and manage IT support teams, including the ability to develop the team and coach members.  Excellent organizational and project management skills.
• Strong problem-solving and decision-making abilities.
• Exceptional customer service skills with a focus on user satisfaction.
• Ability to communicate technical information to non-technical users effectively.
• Experience in handling escalated IT issues and providing timely resolutions.
• Strong verbal and written communication skills, including the ability to be collaborate with various stakeholders
• Ability to market and promote the ServiceDesk and advocate for resources and appreciation of the services that the ServiceDesk provides.
• Ability to create clear and concise documentation, including statistical reports.

QUALIFICATIONS

• Bachelor's degree in Information Technology, Computer Science or a related field supplemented with an ITIL certification, with a preference for service management.
•  A minimum of 5 years of experience in IT support or service management roles including two years in a managerial position and experience with IT Service Management software and tools.
• All applicants must obtain and maintain the required police security clearance throughout their employment with SPS, which includes a mandatory polygraph examination.

BENEFITS & COMPENSATION

Surrey Police Service offers a comprehensive benefits package, including extended health and dental coverage, a defined benefit pension through the Municipal Pension Plan, generous vacation entitlements, and ongoing professional development. Employees also benefit from short-term and long-term disability coverage, travel and life insurance, discounted access to City of Surrey recreation facilities, and a dedicated Employee Services team providing personal and family support. With a strong focus on well-being, career growth, and work-life balance, SPS is committed to fostering a supportive and rewarding workplace.

• This is an exempt position. The salary range is $104,807 - $123,302 (pay grade M2) based on 2024 rates.
• Negotiation beyond the established pay band may be considered for candidates with experience and/or education well beyond the required qualifications.

Applications must be submitted through our online Careers page. This posting will remain open until 11:55pm on May 30, 2025.

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Thank you for your interest in working with SPS. We pride ourselves on hiring members that model the mission, vision, and values of SPS through unquestioned integrity and sustaining a visible, credible, inclusive, and respected profile.