IT User Support Principal Specialist

American Honda Motor Co., Inc.•Marysville, OH

4d•Hybrid

About The Position

We are seeking an experienced Team Lead – End User Support to lead and evolve a large-scale, geographically distributed support organization across North America for a leading automotive enterprise. This role is responsible for delivering high-quality, user-centric IT services supporting 30,000+ devices and 26,000+ users across 80+ locations, including manufacturing and corporate environments. You will lead Deskside, Executive Support, Print Support and related service teams to ensure strong operational performance, while driving service transformation, standardization, and global strategy for End User Services. This role blends hands-on operational leadership, vendor management, and strategic planning, with ownership of service delivery and continuous improvement.

Requirements

At least 8 years of relevant IT work experience
2 to 5 years supervisory experience with experience managing professionals leading teams and groups
Proven experience managing vendors, budgets, and service delivery at scale
Strong understanding of ITSM principles (Incident, Request, Asset Management) and service operations
Knowledge of applicable data privacy practices and laws
Strong understanding of human resource management principles, practices, and procedures.
Strong understanding of project management principles.
Demonstrated ability to deliver technology services in complex environments, with strong analytical problem-solving skills and the ability to apply original and innovative thinking to process and technical issues
High level of oral and written communication skills to communicate effectively with senior managers, colleagues, vendors, and other stakeholders.
Ability to research subjects and identify opportunities for continuous improvement.
Ability to work under pressure and think clearly in challenging situations in a logical manner.
Flexible approach and comfort with a fluid organizational structure that requires both teamwork and self-sufficiency, with the ability to work under minimal supervision.
Solid technical foundation across end-user devices, Windows environments, MDM, and Microsoft 365
Strong leadership, communication, and stakeholder management skills
Self-motivated, collaborative, team player able to multi-task in a fast-paced environment.
Strong end user expertise and troubleshooting skills on End-User Devices (mobile, tablet, laptop, desktop), Windows, Mobile Device Management, Office 365
Strong governance and security expertise and in managing risks for end users
Experience preparing and delivering management-level presentations.
Excellent understanding of the organization’s goals and objectives

Nice To Haves

Experience defining or contributing to service strategy, operating models, or governance frameworks preferred
ITIL Foundations, HDI Desktop Support Technician, Google IT Support Professional Certificate, A+, or similar certifications relevant to deskside and end-user support are preferred.

Responsibilities

Lead end-user support operations (Deskside, Executive Support, Print) across North America, ensuring high performance in incident, request, and asset lifecycle management
Oversee third-party vendors and managed services to deliver consistent, high-quality support aligned to SLAs and KPIs
Define and drive global End User Services strategy, including service processes, standards, and governance frameworks
Lead initiatives for standardization, automation, and service modernization to enhance user experience and scalability
Align regional delivery with enterprise IT and ITSM strategy
Develop and coach a high-performing team through strong performance management, mentoring, and engagement practices
Foster a culture aligned with organizational values, accountability, and continuous improvement
Deliver service improvement initiatives and projects on time, within budget, and to quality expectations
Identify operational gaps and implement improvements to processes, tooling, and service delivery models
Build strong relationships across business, IT, and leadership teams to ensure services meet evolving needs
Drive user satisfaction and adoption of IT service management practices