Client Services Lead
2 months ago
AAFCPAs is an innovative and forward-thinking firm with a focus on automation. We have enjoyed primarily organic growth and continue our laser focus on sustained growth as an independent regional firm. We are considered an attractive alternative to the Big 4 and National CPA firms. We provide best-value assurance, tax, outsourced accounting, business consulting, information technology advisory solutions, and wealth management services to nonprofit organizations, commercial companies, wealthy individuals, and estates. AAFCPAs donates 10% of its net profits annually to nonprofit organizations. We have an active DE&I committee and have commitment and accountability to these efforts.
AAFCPAs is an independent member of PrimeGlobal, the fourth largest CPA firm association in the world with 300+ member firms in 80+ countries. This provides our clients with seamless national and global coverage, along with an advantageous pay-as-you-use model.
About the Role:
Responsible for the delivery and management of technology services to the organization and ensuring an appropriate level of service is delivered.
What You Will Do:
- Prioritizes user satisfaction by addressing feedback, appropriately modifying work procedures, and enhancing end-user interactions.
- Seeks and communicates opportunities for improvement in both the operational and customer experience aspects of the service delivery.
- Collaborates with cross-functional teams to continually enhance customer experience and service delivery operations.
- Monitors daily operations to ensure service level agreements (SLAs) and organizational expectations are being consistently met and escalate issues accordingly.
- Serves as administrator and subject matter expert for a suite of service delivery management tools.
- Manages licensing, configuration, deployment, and maintenance of service delivery systems, productivity software solutions, and endpoints.
- Conducts incident, request, and asset management activities to ensure effective, expedient, and compliant operations.
- Ensures adherence and enforcement of standards, policies, processes, and procedures related to end-user computing devices, applications, and data.
- Ensures compliance of enterprise productivity applications, including configuration, patching, and upgrades.
- Manages creation and maintenance of process documentation and knowledge articles for tiered support teams and end-users.
- Identifies and facilitates opportunities for team member skills acquisition to ensure professional support of continually evolving organizational needs and technologies.
- Provides project leadership and ensures initiatives are staffed and managed appropriately so that timelines and requirements are met, and enterprise value is delivered.
- Routinely reports operational metrics and provide ad hoc reports as requested.
- Manages and dispatches work requests via internal ticketing system.
- Stays informed on industry best practices and regulatory requirements.
- Other duties as assigned.
What You Will Need:
- A desire for service excellence and delivery to a diverse user community.
- Organizational skills with the ability to define policies and procedures.
- Ability and desire to lead the end user computing function and personnel.
- Bachelor's degree in computer science, Information Systems, or commensurate experience.
- Microsoft 365 Experience and proficiency
- ITIL Practice Manager Experience
- 5+ years’ experience in a fast past end user Support model
- Experienced in security services and solutions.
Additional Information
AAFCPAs offers a comprehensive benefits package that supports both your professional growth and personal well-being. This includes a flexible Work from Anywhere model, personalized development coaching, and firm-sponsored memberships to enhance your career. Financial well-being is fostered through subsidized medical and dental plans, a 401(k) savings plan, life insurance, and disability coverage. Additionally, our commitment to social change is reflected in our 10% Back to Nonprofits program. Enjoy substantial flexibility with personal time off, engaging company outings, and a vibrant workplace culture that emphasizes innovation, entrepreneurial spirit, and inclusivity. This holistic approach to benefits ensures that working at AAFCPAs is both fulfilling and rewarding.
*Please note that while this position is remote, occasional travel to client locations, corporate meetings and trainings may be required to facilitate effective collaboration and engagement implementation.
All your information will be kept confidential according to EEO guidelines.
AAFCPAs is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities.
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