Manager, User Experience
Magna International
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Job summary
Magna is seeking an experienced IT Manager to lead our Deskside and Executive support team in Aurora, Ontario. You will oversee daily IT operations, ensure timely incident handling, and drive service improvements while aligning with global customer services standards.
You will manage a team of technicians, support end-users and executives, contribute to IT strategy, monitor KPIs, and manage budget responsibilities.
Qualifications
- 5 years of experience in Deskside Support and Executive Support.
- Strong knowledge of desktop hardware, operating systems and software applications.
- Proven experience communicating with executives.
- Proven expertise in supporting off-site events.
- Proven track record delivering high-quality customer service.
- Strong leadership skills.
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.
- Provide Executive Support to our C-Level Suite.
- Support off-site board- and executive-meetings.
- Ensure that incidents and requests are resolved per defined SLAs.
- Monitor team performance and identify areas for improvement.
- Drive continuous improvement of support processes, tools, and techniques.
- Develop and maintain relationships with stakeholders, including end-users, management and IT teams.
- Provide regular reports on team performance and KPIs.
- Ensure team members are trained and equipped to deliver high standards of support.
- Develop and maintain documentation related to support processes, tools, and techniques.
- Participate in IT strategies and roadmaps.
- Serve as IT point of contact and evaluate new IT assets for the site.
- Oversee outsourced IT services approved by Divisional IT Management.
- Financial responsibility (prepare and achieve budget goals).
Skills
Job description
Job descriptions may display in multiple languages based on your language selection.
At Magna, you can expect an engaging and dynamic environment where you can help to develop industry-leading automotive technologies. We invest in our employees, providing them with the support and resources they need to succeed. As a member of our global team, you can expect exciting, varied responsibilities as well as a wide range of development prospects. Because we believe that your career path should be as unique as you are.
Magna is more than one of the world’s largest suppliers in the automotive space. We are a mobility technology company built to innovate, with a global, entrepreneurial-minded team. With 65+ years of expertise, our ecosystem of interconnected products combined with our complete vehicle expertise uniquely positions us to advance mobility in an expanded transportation landscape.
- Salary: Starting at $95,000
- Immediate, Open 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. He acts as the main contact for the supported Executives at the site. The Manager is responsible for applying global Customer services standards to the region and is part of the Global Customer services team.
- 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
- Providing Executive Support to our C-Level Suite.
- Supporting off-site board- and executive-meetings.
- 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
- Financial responsibility (prepare and achieve budget goals)
- 5 years of experience in providing Deskside Support and Executive Support.
- Strong technical knowledge of desktop hardware, operating systems, and software applications
- Proven experience in communication with executives.
- Proven expertise in supporting off-site events.
- Proven track record in delivering high-quality customer service
- Strong leadership skills
- Ability to work well under pressure and in a fast-paced environment
- Knowledge of ITIL and IT service management processes is a plus
- Overnight travel (Board meetings, executive meetings, IT conferences)
- In office attendance in Aurora 5 days a week
At Magna, you can expect an engaging and dynamic environment where you can help to develop industry-leading automotive technologies. We invest in our employees, providing them with the support and resources they need to succeed. As a member of our global team, you can expect exciting, varied responsibilities as well as a wide range of development prospects. Because we believe that your career path should be as unique as you are.
An overview of our benefits will be discussed during the recruitment process.
At Magna, we believe that a diverse workforce is critical to our success. That’s why we are proud to be an equal opportunity employer. We hire based on experience and qualifications, and in consideration of job requirements, regardless of, in particular, color, ancestry, religion, gender, origin, sexual orientation, age, citizenship, marital status, disability, or gender identity. Magna takes the privacy of your personal information seriously. We discourage you from sending applications via email to comply with GDPR requirements and your local Data Privacy Law.
As part of our commitment to a fair, consistent, and efficient recruitment process, we may use artificial intelligence (AI) tools to assist in the initial screening of applications submitted through our Workday system. These tools help identify qualifications and experience that align with the role requirements. Please note that AI is used solely to support our recruiters. Final decisions are always made by the hiring manager and the hiring team. Importantly, no applicant data is shared externally through these AI tools. All information remains securely within our systems and is handled in accordance with our privacy and data protection policies.
If you have any questions or concerns about this process, feel free to contact our Talent Attraction team.
Regular / Permanent
Magna Corporate
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