IT Service Desk Lead
American Honda Motor Co., Inc.•Greensboro, NC
•Hybrid
About The Position
We are seeking an experienced IT Service Desk Lead to act as the primary interface between business stakeholders, IT operations, and managed service providers. This role ensures seamless IT service delivery, strong change governance, and high-quality support operations while driving continuous improvement across Service Desk processes.
Requirements
- A Bachelor’s level degree in a STEM field of study or equivalent relevant work experience, along with certifications.
- 5 to 8 years in IT Service Management / Service Desk / IT Operations
- Experience in major incident management, CAB/change governance, and vendor management
- Strong understanding of ITIL frameworks and service delivery models
- Proven ability to work across business, IT, and vendor stakeholders
- Excellent communication, facilitation, and analytical skills
Nice To Haves
- ITIL certification
- Agile/Lean methodologies
Responsibilities
- Serve as the primary liaison between Service Desk, business units, and affiliate organizations
- Lead Major Incident Management (SEV1/SEV2), including stakeholder communication and resolution coordination
- Administer and facilitate Change Advisory Board (CAB) governance processes
- Drive Service Desk readiness for system, process, and organizational changes
- Monitor vendor performance, SLAs, and continuous improvement initiatives
- Support ITIL-aligned processes across Incident, Change, and Knowledge Management
- Partner with project teams to enable smooth transition into production support
- Develop training, communication, and knowledge strategies for support teams
Benefits
- Competitive Base Salary
- Paid Overtime
- Regional Bonus (when applicable)
- Industry-leading Benefit Plans (Medical, Dental, Vision, Rx)
- Paid time off, including vacation, holidays, shutdown
- Company Paid Short-Term and Long-Term Disability
- 401(K) Plan with company match + additional contribution
- Advancement Opportunities
- Career Mobility
- Education Reimbursement for Continued Learning
- Training and Development programs
- Tuition Assistance & Student Loan Repayment
- Lifestyle Account
- Childcare Reimbursement Account
- Elder Care Support
- Wellbeing Program
- Community Service and Engagement Programs
- Product Programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
