Desktop Support Manager

Randstad is looking for a Desktop Support Manager for their customer in Newport Beach, CA! This is an exciting opportunity to leverage your leadership and technical skills in an IT Desk Side Support environment. Offering benefits, paid time off and sick time!

Job Duties

- Ensure the effective delivery of solution based services, which are assigned to them

- Manages client's expectations

- Provides information relevant to - Continuous / Quality Improvement milestones, obtains acceptance

of adjustments, with client and Service Delivery Manager

- Escalates significant issues to Service Delivery Manager

- Manages service projects and implementations as requested

- Performs standard timesheet review and processing

- Identify and escalate to the Service Delivery Manager, future business opportunities within existing

engagements

- Discusses key issues and provides mentorship and coaching to engagement team to resolve both

engagement specific and professional issues

- Ensures compliance with Managed Services, Delivery procedures and processes

- Evaluate departmental procedures with regards to customer service and productivity issues

- Take appropriate action to identify deficiencies and make recommendations for improvement. Ensure

that these initiatives are carried out by all staff

- Develop and utilize reports to identify, develop, and implement standard processes and procedures to

ensure world-class customer service is delivered

- Ensures engagement resources managed effectively

- Performs regular performance reviews

- Participate or lead interview sessions for open roles

- Conduct new employee site orientation and participate in ongoing training of employees.

- Escalates personnel conflicts to Service Delivery Manager

- Ensure the effective delivery of solution based services, which are assigned to them

- Manages client's expectations

- Provides information relevant to - Continuous / Quality Improvement milestones, obtains acceptance of adjustments, with client and Service Delivery Manager

- Escalates significant issues to Service Delivery Manager

- Manages service projects and implementations as requested

- Performs standard timesheet review and processing

- Identify and escalate to the Service Delivery Manager, future business opportunities within existing engagements

- Discusses key issues and provides mentorship and coaching to engagement team to resolve both engagement specific and professional issues

- Ensures compliance with Managed Services, Delivery procedures and processes

- Evaluate departmental procedures with regards to customer service and productivity issues

- Take appropriate action to identify deficiencies and make recommendations for improvement. Ensure that these initiatives are carried out by all staff

- Develop and utilize reports to identify, develop, and implement standard processes and procedures to ensure world-class customer service is delivered

- Ensures engagement resources managed effectively

- Performs regular performance reviews

- Participate or lead interview sessions for open roles

- Conduct new employee site orientation and participate in ongoing training of employees.

- Escalates personnel conflicts to Service Delivery Manager

Job Requirements

- 3+ years' experience providing Desktop Support to both onsite and remote customers

- 5+ years in a Team Leadership/Management role

- Strong Customer Service skills

- Self-Starter with proven relationship building skills with all levels of customers

- Strong Leadership skills

- Strong Problem Solving skills

- Team Player mentality

- ITIL experience

- Ticket management (Experience with Service Now is a plus.

- Technical Certifications

Desired Skills & Experience

- 3+ years' experience providing Desktop Support to both onsite and remote customers

- 5+ years in a Team Leadership/Management role

- Strong Customer Service skills

- Self-Starter with proven relationship building skills with all levels of customers

- Strong Leadership skills

Job Requirements

- 3+ years' experience providing Desktop Support to both onsite and remote customers

- 5+ years in a Team Leadership/Management role

- Strong Customer Service skills

- Self-Starter with proven relationship building skills with all levels of customers

- Strong Leadership skills

- Strong Problem Solving skills

- Team Player mentality

- ITIL experience

- Ticket management (Experience with Service Now is a plus.

- Technical Certifications

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.


Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.



Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.



We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.