Manager, User Experience

Magna-International-6df39721; Aurora; On-site; CAD 81,000 - 110,000; Full time

Job summary

Magna is seeking a seasoned Manager to lead the Deskside Support and Executive Support teams at our Aurora site. You will oversee daily IT operations, guide the Deskside team, and ensure timely incident resolution while maintaining executive support standards.

You will drive process improvements, manage budgets, and partner with global IT teams to align with Magna's customer service expectations. This role requires strong leadership and service excellence.

Qualifications

• 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.
• 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.
• Provide Executive Support to our C-Level Suite.
• Support off-site board- and executive-meetings.
• Ensure incidents and requests are resolved per defined SLAs and monitor team performance.
• Drive continuous improvement of support processes, tools, and techniques.
• Develop and maintain documentation related to support processes, tools, and techniques.
• Serve as IT point of contact and participate in IT strategy discussions.

Skills

Deskside Support

Executive Support

Leadership

ITIL knowledge

Job description

Job descriptions may display in multiple languages based on your language selection.What we offer: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.Group Summary: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.Job Responsibilities:Salary: Starting at $95,000Immediate, Open PositionWe 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.Your ResponsibilitiesManage a team of Deskside Support technicians, providing guidance and support as requiredProvide technical support to end-users, diagnosing and resolving hardware, software, and connectivity issuesProviding 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 SLAsMonitor team performance and identify areas for improvementDrive continuous improvement of support processes, tools, and techniquesDevelop and maintain excellent relationships with all stakeholders, including end-users, management, and other IT teamsProvide regular reports on team performance and KPIsEnsure that team members are trained and equipped to deliver a high standard of supportDevelop and maintain documentation related to support processes, tools, and techniquesParticipate in the development of IT strategies and roadmapsServe as IT point of contact and participate in evaluation and recommendation of any new IT assets for the siteServe as liaison and oversight for any outsourced IT service that is provided by global IT and has been approved by Divisional IT ManagementFinancial responsibility (prepare and achieve budget goals)Who we are looking for5 years of experience in providing Deskside Support and Executive Support.Strong technical knowledge of desktop hardware, operating systems, and software applicationsProven experience in communication with executives.Proven expertise in supporting off-site events.Proven track record in delivering high-quality customer serviceStrong leadership skillsYour preferred qualificationsAbility to work well under pressure and in a fast-paced environmentKnowledge of ITIL and IT service management processes is a plusWork EnvironmentOvernight travel (Board meetings, executive meetings, IT conferences)In office attendance in Aurora 5 days a weekWhat we offerAt 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.In addition, we offer you the following site benefits:An overview of our benefits will be discussed during the recruitment process.Awareness. Unity. Empowerment.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.Awareness, Unity, Empowerment: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 on the basis of 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 or traditional mail to comply with GDPR requirements and your local Data Privacy Law.AI-Assisted Screening DisclosureAs 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.Under conditions defined by applicable law, you may have the right to request an explanation of how AI is used to support decision-making.If you have any questions or concerns about this process, feel free to contact our Talent Attraction team.Worker Type:Regular / PermanentGroup:Magna Corporate