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Mgr., Desktop Engineering and Support

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Date: Dec 14, 2018

Location: Irvine, CA, US, 92602

Company: The Irvine Company

Job Duties:


  • Looking for an energetic, innovative leader that can help transform a traditional desktop support model to meet the modern challenges associated with a growing mobile-enabled workforce

  • Be a strategic thinker that will implement a continuous improvement approach to drive service and productivity improvements for customers. Incorporate self-service and alternative support capabilities that continuously deliver resource and process efficiencies, and improve end user satisfaction

  • Ensure quality management is established to analyze and evaluate the effectiveness and benefits of services and processes

  • Ability to define and develop foundational components of the Desktop Support team - metrics, process, organization, tools, skills

  • Ensure that desktop systems, hardware and software run according to company compliance and security standards

  • Leverage sound technical knowledge to contribute to all device and system initiatives and projects

  • Design and develop technology standards and systems in collaboration with cross functional IT teams

  • Provide effective technical leadership, mentorship, and direction to the team, decision making for escalation prioritization of support needs, and research/investigation for forward thinking technical planning for mobile devices

  • Act as an IT and business partner with the internal community of customers to support business initiatives

  • Maintain and improve service quality and measuring customer satisfaction through quality standards and measurements

  • Manage customer relations to ensure customer requirements are clearly understood and implemented and implemented by identifying opportunities and leading projects that focus on improving internal processes and customer service performance.

  • Responds to and/or handles escalations received from management or customers in a timely fashion, ensuring that issues are resolved or escalated to the appropriate group

Minimum Qualifications:


  • Bachelor's degree in Information Technology, Computer Science, or other related field or equivalent work experience required

  • 6+ years experience in the IT industry managing Desktop Support teams

  • Strong technical background across all OS platforms (Chrome, Windows 10, macOS, Android)

  • Extensive knowledge of Google GSuite applications and productivity tools

  • Demonstrated record of outstanding success at transforming and improving efficiencies in desktop support at similar organizations where innovation, collaboration, customer service, and the user experience are paramount

  • Demonstrated ability to lead teams, gain consensus, and move teams toward a shared vision

  • ServiceNow experience

  • Strong analytical skills

  • Excellent verbal and written communication skills

  • Exemplary customer service skills and communication etiquette

  • Ability to share expertise to team members in order to develop them to improve their performance

  • Understanding of key KPI’s and metrics

  • Ability to organize, prioritize, and coordinate multiple work activities and meet target deadlines.

  • Ability to communicate with and influence technical and non-technical customers, colleagues, and vendors.

  • Ability to communicate and present to all levels of management.

About Us:
Irvine Company is a privately held real estate investment company and master-planner committed to creating and sustaining communities that thrive for generations.

With diversified operations throughout coastal California, Irvine Company plans and brings to life balanced, sustainable communities with a full range of housing, job and retail centers, schools, recreation and permanently preserved open space.

We take as much pride in our employee community as we do the communities we create. It’s an environment populated with talented and experienced people, a collaborative spirit and abundant opportunities.

Apply today to join our employee community, and learn more about Irvine Company, our legacy and our guiding principles.

The Irvine Company is committed to providing equal opportunity in all of our employment practices, including selection, hiring, promotion, transfer, compensation, termination, and training, without regard to race, religion, color, sex, sexual orientation, gender, gender identity, national origin, ancestry, citizenship status, marital status, pregnancy, age, medical condition, genetic information, military and veteran status, disability, or any other basis protected by federal, state, and local law. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

Nearest Major Market: Irvine California
Nearest Secondary Market: Los Angeles

Job Segment: Manager, Engineer, Real Estate, Management, Engineering, Sales

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