Senior Lead End User Support Specialist - Night Shift
About The Position
International Motors is seeking a Senior Lead End User Support Specialist to join its End User Support organization. The role provides hands-on technical support and operational leadership during the night shift, ensuring consistent support coverage, coordinating responses to high-impact technical issues, and serving as a senior resource for the night-shift support team. This salaried position supports a manufacturing operation in San Antonio. The night shift is Monday through Thursday from 5:30 PM to 4:00 AM. Production is planned to begin in early 2027. Employees are expected to provide operational support as needed, which may require working outside normal production hours, including extended shifts, production startup activities, recovery efforts, and occasional weekend support. A 10% shift differential applies upon transitioning to the night-shift schedule.
Requirements
- One of the following experience and education combinations: a bachelor's degree and at least 5 years of experience providing IT technical services and support using network remote access; a master's degree and at least 3 years of that experience; or at least 8 years of that experience.
- At least 1 year of lead experience.
- Qualified candidates, excluding current employees, must be legally authorized on an unrestricted basis as a U.S. citizen, legal permanent resident, refugee, or asylee to be employed in the United States. Employment-related work sponsorship is not anticipated.
Nice To Haves
- Strong hands-on troubleshooting skills across Windows endpoints, Microsoft 365, hardware, software, and common enterprise end-user technologies.
- Experience with ServiceNow or a comparable IT service management platform and a solid understanding of incident and request management practices.
- Strong leadership, prioritization, and escalation-management skills, particularly when working with limited supervision.
- Excellent written and verbal communication skills and the ability to work effectively with end users and technical teams.
- Ability to analyze recurring issues, identify trends, and contribute to process improvement.
- Experience mentoring or providing technical direction to other support professionals.
Responsibilities
- Provide advanced end-user technical support and troubleshoot hardware, software, access, and workplace technology issues.
- Coordinate and prioritize night-shift support activities, including escalations and higher-impact incidents.
- Serve as a technical escalation point and provide guidance to other support specialists.
- Help maintain consistent support processes, ticket quality, documentation, and appropriate escalation to other IT teams.
- Communicate significant incidents, recurring issues, and outstanding items to the appropriate teams for follow-up.
- Support continuous improvement of end-user support processes and the overall employee technology experience.
Benefits
- 10% shift differential upon transitioning to the night-shift work schedule.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
