Service Desk Jobs in Riverside, CA (NOW HIRING)

Job Summary:
Hyundai AutoEver America (HAEA) is a key IT affiliate of Hyundai Motor Corporation, providing innovative IT services to leading automotive brands. The Client Services Manager will lead strategic and operational initiatives for end-user technology services, focusing on Client Device and Endpoint Management while overseeing Service Desk Operations to enhance the digital workplace experience.
Responsibilities:
• Lead the strategy, engineering, and operational delivery of Client Device and Endpoint Management services, including laptops, desktops, peripherals, mobile devices, and endpoint policies across a distributed enterprise environment.
• Own the modern endpoint management roadmap with emphasis on Microsoft Intune, Windows Autopilot, and Digital Employee Experience (DEX) capabilities to improve provisioning, compliance, performance, and end-user productivity.
• Drive endpoint lifecycle management including device standards, refresh strategy, zero-touch provisioning, application deployment, patching, security baselines, and retirement processes.
• Oversee workstation engineering and platform standardization, including image modernization, policy management, endpoint security configuration, and collaboration with infrastructure and cybersecurity teams.
• Leverage endpoint analytics and DEX insights to proactively identify friction points, improve device health, reduce support demand, and enhance the overall employee technology experience.
• Provide leadership over Service Desk Operations with a focus on service quality, incident and request management, escalation handling, and continuous improvement of the user support experience.
• Advance Service Desk modernization through AI-enabled support, chat automation, virtual agent capabilities, self-service, and knowledge management to improve responsiveness, containment, and user satisfaction.
• Ensure ITIL-aligned processes for Incident, Request, Problem, and Change Management while driving root cause reduction, operational stability, and service performance across end-user support functions.
• Establish staffing models, operating rhythms, and vendor oversight that support 24x7 service continuity, demand variability, and consistent execution against SLAs, KPIs, and contractual commitments.
• Manage operational budgets, staffing costs, service efficiency targets, and third-party partnerships supporting endpoint, workspace, and support services.
• Serve as a key client and business-facing leader for end-user technology services, providing performance visibility, service reviews, and executive-level communication on priorities, risks, and improvement opportunities.
Qualifications:
Required:
• Bachelor’s degree in Information Technology, Business, or related field (or equivalent experience)
• 8+ years of experience in IT service delivery, end-user computing, or digital workplace services, with at least 3 years in a management role
• Proven experience leading endpoint management, end-user support, or workplace technology functions in a complex enterprise environment
• Experience with Microsoft Intune, Windows Autopilot, endpoint analytics, and Digital Employee Experience (DEX) platforms
• Familiarity with modern endpoint ecosystems spanning Windows, macOS, iOS, and Android device management
• Hands-on understanding of modern endpoint management capabilities, including device enrollment, compliance, configuration management, patching, application deployment, and endpoint lifecycle governance
• Experience managing service delivery against SLAs, KPIs, and client or business commitments in a 24x7 support environment
• Strong working knowledge of ITIL service management practices and continuous improvement principles
• Demonstrated ability to engage effectively with senior leaders, clients, vendors, and cross-functional technology teams
Preferred:
• ITIL certification (Foundation or higher)
• Experience with AI-enabled Service Desk capabilities, including chat automation, virtual agents, self-service platforms, or workflow automation
• Knowledge of endpoint security, compliance, and policy enforcement in enterprise or regulated environments
• Experience supporting collaboration technologies, conference room systems, AV services, and mobile device programs
• Background working in enterprise, outsourced, or highly matrixed service delivery environments
Company:
Hyundai AutoEver is an automobile sales internet company. Founded in 2005, the company is headquartered in Fountain Valley, USA, with a team of 201-500 employees. The company is currently Growth Stage.