10684- Service Desk Manager

Location - Irvine

About Us:  Hyundai Autoever America (HAEA) is a global technology solutions provider dedicated to delivering exceptional services to our clients in the Hyundai Motor family. We specialize in providing comprehensive IT solutions tailored to meet the unique needs of businesses across various industries in North America.  We are currently seeking an energetic, dynamic and experienced individual to join our team as a Client Services Manager support Hyundai Capital America. This role involves overseeing the IT Service Desk, Account Management, and Client Device Management functions, ensuring seamless client experiences and efficient service delivery.

Job Description:

Role Overview: The Client Services Manager will be responsible for managing and optimizing our IT Service Desk, Account Management, and Client Device Management operations. This position requires a blend of technical expertise, strong leadership skills, excellent communication, and a proactive approach to client relationship management.

Key Responsibilities:

1. IT Service Desk Management:

• Oversee the 24x7 IT Service Desk team, ensuring timely and effective resolution of client technical issues.

• Monitor service desk performance metrics, identify areas for improvement, and implement best practices to enhance efficiency.

• Collaborate with technical teams to develop and maintain a robust knowledge base and ensure the team stays updated with the latest technologies and solutions.

  2. Account Management:

• Manage and nurture the client relationship, understanding their business needs and aligning IT solutions accordingly.

• Act as the primary point of contact for clients, addressing their inquiries, concerns, and escalations promptly and professionally.

• Collaborate with internal teams to ensure client requirements are met, projects are delivered on time, and client satisfaction is maintained.

  3. Client Device Management:

• Oversee the management of client devices, ensuring hardware and software are up-to-date, secure, and functioning optimally.

• Implement and maintain device management policies, security protocols, and compliance standards.

• Collaborate with procurement and technical teams to ensure timely procurement, setup, and maintenance of client devices.

  4. Team Leadership:

• Provide strong leadership, coaching, and mentorship to the IT Service Desk, Account Management, and Client Device Management teams.

• Foster a positive and collaborative team environment, encouraging continuous learning and professional development.

• Conduct regular team meetings, performance evaluations, and training sessions.

  Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent work experience).

• Proven experience in IT service desk management, account management, and client device management.

• Strong technical knowledge of computer systems, networks, software applications, and client devices.

• Excellent leadership, communication, and interpersonal skills.

• Exceptional customer service skills and the ability to build strong and lasting client relationships.

• Ability to analyze data, identify trends, and implement process improvements.

• IT certifications (e.g., ITIL, CompTIA IT Operations Specialist) are a plus.

• KPI reporting and analytics using a variety of tools such as Excel, Power BI, Tableau, and others is a plus.

Salary Range $112,830- $157,960

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