Help Desk Manager

Job Title: Help Desk Manager

Company: AISIN World Corp. of America

Department: DX Strategy, DX Infrastructure/Security

Location: Northville, MI

Position Responsibilities

The incumbent is expected to perform the following functions that the company has determined are essential to this position:

• Oversee the daily operations of our DX-I help desk, ensuring efficient and effective resolution of technical issues, and providing exceptional customer service to our internal customers.
• Lead, mentor, and motivate a team of DX-I Infrastructure support analysts, providing guidance and support to ensure high levels of productivity.
• Manage the day-to-day operations of the DX-I help desk, including ticket triaging, assignment, and resolution, ensuring timely response and resolution of technical issues.
• Serve as an escalation point for complex technical issues, providing hands-on assistance and guidance to help resolve issues in a timely manner.
• Continuously evaluate and improve help desk processes and procedures to enhance efficiency, streamline workflows, and improve overall service delivery.
• Maintain accurate documentation of help desk procedures, troubleshooting steps, and knowledge base articles to facilitate efficient issue resolution and knowledge sharing.
• Monitor and update key performance metrics and KPIs to track help desk performance, identify areas for improvement, and implement corrective actions as needed.
• Develop and implement training programs to enhance the technical skills and knowledge of help desk staff, ensuring they stay up to date with the latest technologies and best practices.
• Ensure compliance with company security policies and procedures, including data privacy regulations and best practices for information security.
• Perform other related tasks as required.

Required Skills and Abilities

Essential Skills and Experience:

• Foster a customer-centric culture within the help desk team, ensuring that all interactions with internal customers are professional, courteous, and effective.
• Proven experience in a supervisory or managerial role within a DX-I help desk environment.
• Strong technical background with expertise in troubleshooting hardware, software, and network issues.
• Excellent leadership, communication, and interpersonal skills.
• Ability to effectively prioritize tasks and manage multiple priorities in a fast-paced environment.
• Experience with DX-I service management tools (e.g., ServiceNow, InvGate, etc.) preferred.
• Proficiency in leading both physical and virtual teams

Beneficial Skills and Experience

• Experience working with Regional or Global DX-I suppliers.
• Knowledge of automotive manufacturing business a plus.
• A strong desire to learn through research and continuing education pursuits.

Education/Training/Certifications

• B.S. degree in IT related field. Equivalent experience will be considered.
• Relevant technology (e.g. HDI, ITIL, etc.), specific certifications required.

Requirements:

Travel Requirements

• Approximately 20 %
• Must be willing and available to travel to such locations and with such frequency as is necessary and desirable to meet business needs.

Work Environment Requirements

With reasonable accommodation:

• Must be able to operate a personal computer, telephone, and other office equipment.
• Must perform job duties onsite, when necessary, except those duties that are customarily or by their nature performed offsite (for example, offsite customer visits).
• Must be able to work effectively in a fast-paced environment.
• Must be able to work on multiple assignments at once, and complete assignments within deadline and budget (if applicable) with satisfactory quality.
• Must be able to operate as an effective team member.
• Must be committed to a high standard of safety and be willing and able to comply with all safety laws and all company safety policies.

Attendance/Work Hour Requirements

• Must maintain an acceptable attendance record.
• Must be willing and available to work weekends and holidays as necessary and desirable to meet business needs.