job summary :
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!
location : Newport Beach, California
job type : Solutions
salary : $65 - 72 per hour
work hours : 9am to 5pm
education : Bachelors
responsibilities : 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 ManagerManages service projects and implementations as requestedPerforms standard timesheet review and processingIdentify and escalate to the Service Delivery Manager, future business opportunities within existingengagements
Discusses key issues and provides mentorship and coaching to engagement team to resolve bothengagement specific and professional issues
Ensures compliance with Managed Services, Delivery procedures and processesEvaluate departmental procedures with regards to customer service and productivity issuesTake appropriate action to identify deficiencies and make recommendations for improvement. Ensurethat these initiatives are carried out by all staff
Develop and utilize reports to identify, develop, and implement standard processes and procedures toensure world-class customer service is delivered
Ensures engagement resources managed effectivelyPerforms regular performance reviewsParticipate or lead interview sessions for open rolesConduct new employee site orientation and participate in ongoing training of employees.Escalates personnel conflicts to Service Delivery ManagerEnsure the effective delivery of solution based services, which are assigned to themManages client's expectationsProvides information relevant to - Continuous / Quality Improvement milestones, obtains acceptance of adjustments, with client and Service Delivery ManagerEscalates significant issues to Service Delivery ManagerManages service projects and implementations as requestedPerforms standard timesheet review and processingIdentify and escalate to the Service Delivery Manager, future business opportunities within existing engagementsDiscusses key issues and provides mentorship and coaching to engagement team to resolve both engagement specific and professional issuesEnsures compliance with Managed Services, Delivery procedures and processesEvaluate departmental procedures with regards to customer service and productivity issuesTake appropriate action to identify deficiencies and make recommendations for improvement. Ensure that these initiatives are carried out by all staffDevelop and utilize reports to identify, develop, and implement standard processes and procedures to ensure world-class customer service is deliveredEnsures engagement resources managed effectivelyPerforms regular performance reviewsParticipate or lead interview sessions for open rolesConduct new employee site orientation and participate in ongoing training of employees.Escalates personnel conflicts to Service Delivery ManagerJob Requirements
3+ years' experience providing Desktop Support to both onsite and remote customers5+ years in a Team Leadership / Management roleStrong Customer Service skillsSelf-Starter with proven relationship building skills with all levels of customersStrong Leadership skillsStrong Problem Solving skillsTeam Player mentalityITIL experienceTicket management (Experience with Service Now is a plus.Technical CertificationsDesired Skills & Experience
3+ years' experience providing Desktop Support to both onsite and remote customers5+ years in a Team Leadership / Management roleStrong Customer Service skillsSelf-Starter with proven relationship building skills with all levels of customersStrong Leadership skillsqualifications : Job Requirements
3+ years' experience providing Desktop Support to both onsite and remote customers5+ years in a Team Leadership / Management roleStrong Customer Service skillsSelf-Starter with proven relationship building skills with all levels of customersStrong Leadership skillsStrong Problem Solving skillsTeam Player mentalityITIL experienceTicket management (Experience with Service Now is a plus.Technical CertificationsEqual 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 HRsupport@randstadusa.com.
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.