Manager, User Experience

Magna International • Troy, MI

3d

About The Position

We are seeking an experienced and highly motivated Manager to lead our team of IT professionals responsible for providing technical support to our employees. The ideal candidate will be responsible for all IT operations at a site, supporting users and overseeing the daily operations of the Deskside Support team, and ensuring that all incidents and requests are managed effectively and in a timely manner. The Manager will also be responsible for driving continuous improvement of our support processes and user experience. The Manager is responsible for applying global Customer services standards to the region and is part of the Global Customer services team.

Requirements

• At least 5 years of experience in a similar role with a team of Deskside Support technicians or other IT area technicians
• Strong technical knowledge of desktop hardware, operating systems, and software applications
• Proven track record in delivering high-quality customer service
• Strong leadership skills

Nice To Haves

• Knowledge of ITIL and IT service management processes is a plus

Responsibilities

• Manage a team of Deskside Support technicians, providing guidance and support as required
• Provide technical support to end-users, diagnosing and resolving hardware, software, and connectivity issues
• Ensure that all incidents and requests are resolved in accordance with defined SLAs
• Monitor team performance and identify areas for improvement
• Drive continuous improvement of support processes, tools, and techniques
• Develop and maintain excellent relationships with all stakeholders, including end-users, management, and other IT teams
• Provide regular reports on team performance and KPIs
• Ensure that team members are trained and equipped to deliver a high standard of support
• Develop and maintain documentation related to support processes, tools, and techniques
• Participate in the development of IT strategies and roadmaps
• Serve as IT point of contact and participate in evaluation and recommendation of any new IT assets for the site
• Serve as liaison and oversight for any outsourced IT service that is provided by global IT and has been approved by Divisional IT Management
• Advise on the budget for their area of responsibility

Benefits

• An overview of our benefits will be discussed during the recruitment process.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed