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Hyundai AutoEver America Logo Hyundai AutoEver America · IT - Administration

Manager, IT Client Services

United States, Irvine 120000.00 - 160000.00 USD / Year · Job Posted January 18, 2026
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Job Description

The selected Client Services Manager will be responsible for the strategic and operational leadership of a 24x7 Help Desk and Workspace Management team, delivering high-quality end-user support across client environments. This role oversees service delivery for Client Device Management, Workstation Engineering, Audio Visual (AV) Support, and Mobile Support, ensuring consistent, reliable, and customer-focused service aligned with contractual commitments and business outcomes. The Client Services Manager serves as the primary point of accountability for service performance, operational stability, client satisfaction, and continuous improvement across all end-user and workspace services.

Job Responsibility

  • Strategic and operational leadership of a 24x7 Help Desk and Workspace Management team
  • Deliver high-quality end-user support across client environments
  • Oversee service delivery for Client Device Management, Workstation Engineering, Audio Visual (AV) Support, and Mobile Support
  • Ensure consistent, reliable, and customer-focused service aligned with contractual commitments and business outcomes
  • Primary point of accountability for service performance, operational stability, client satisfaction, and continuous improvement across all end-user and workspace services
  • Lead and manage a 24x7 Help Desk operation, ensuring adherence to SLAs, KPIs, and client contractual obligations
  • Act as the primary operational interface for clients on end-user and workspace services
  • Drive operational stability, root cause analysis, and problem management to reduce recurring issues
  • Ensure consistent incident, request, and escalation management across all Workspace Management services
  • Establish staffing models that support 24x7 coverage and demand variability
  • Ensure ITIL-aligned processes for Incident, Request, Problem, and Change Management
  • Optimize service/help desk tooling, automation, self-service, and knowledge management
  • Manage operational budgets, staffing costs, and service efficiency targets
  • Oversee third-party vendors and suppliers supporting workspace and end-user services

Requirements

  • Bachelor’s degree in Information Technology, Business, or related field (or equivalent experience)
  • 8+ years of experience in IT service delivery, with at least 3 years in a management role
  • Proven experience managing 24x7 Service Desk or End User Computing environments
  • Strong understanding of: ITIL service management practices
  • End-user device lifecycle management
  • Workspace and collaboration technologies
  • Demonstrated client-facing experience with executive-level stakeholders

Nice to have

  • ITIL certification (Foundation or higher)
  • Experience supporting enterprise or regulated environments
  • Familiarity with modern endpoint management platforms (e.g., Intune, SCCM, JAMF)
  • Experience with AV technologies and collaboration platforms (Teams, Zoom, conference room systems)
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