Information Technology - Technical Services Group Leader (2nd Shift)

Subaru of Indiana Automotive, Inc; Lafayette (IN); On-site; USD 90,000 - 120,000; Full time

Job summary

Subaru of Indiana Automotive, Inc. in Lafayette, Indiana, seeks an Information Technology - Technical Services Group Leader (2nd Shift) to supervise the Tier 1/2 Helpdesk and Batch Operations teams and ensure a high-quality, customer-focused support experience.

The role requires 3+ years of leadership and hands-on Helpdesk experience, plus A+ certification and expertise in Active Directory, Office 365, and Windows 10. A Bachelor's degree and ServiceNow/SCCM experience are preferred assets.

Qualifications

• 3+ years of leadership experience.
• 5+ years hands-on Helpdesk experience with an enterprise IT Helpdesk system.
• Proficient in Microsoft Active Directory, Office 365, and Windows 10.
• Strong communication, problem-solving, and customer-service skills.

Responsibilities

• Supervise daily operations of second shift Tier 1/Tier 2 Helpdesk and Batch Operations Group.
• Ensure the delivery of high-quality, customer-focused support services.
• Lead all activities of this group to meet department and individual objectives and provide clear direction.
• May need to work overtime and cover for the 1st shift group leader as needed.
• Asset and Lease Management.
• Lead the Support Services group hands-on with tickets and customer interactions.
• Monitor the helpdesk queue to ensure SLA compliance.
• Drive process improvements for leased equipment replacements.
• Develop and implement initiatives to improve customer experience.
• Coordinate with user departments to identify needs and resources.

Skills

Leadership

Helpdesk experience

Active Directory

Office 365

Windows 10

Communication

Problem solving

Documentation

Teamwork

Multi-tasking

Education

A+ Certification

Bachelor's degree in related field

Microsoft Certification

Tools

ServiceNow

SCCM

Job description

Select how often (in days) to receive an alert: Create Alert

Information Technology - Technical Services Group Leader (2nd Shift)

Group Leader - Support Services (2nd Shift)

Information Systems Department

Company Overview:

Subaru of Indiana Automotive, Inc. or “SIA”, located in Lafayette, Indiana, is the only Subaru vehicle manufacturing facility outside of Japan. SIA is a 4.4 million square foot automotive OEM – meaning our manufacturing process begins with coils of steel and ends with the high-quality vehicles you see out on the roads. We employ 6500+ Associates, both production and administrative, all under one roof.

SIA is the safest automotive manufacturing plant in the United States and is also a pillar in the community due to its numerous fundraising activities held onsite, donations to local charities and plentiful volunteer opportunities. SIA is a frontrunner in environmental conservation being the first Zero-Landfill automotive manufacturing plant and the first to have its campus designated a backyard wildlife habitat. SIA has grown tremendously since its 1989 beginnings and continues to be an example of success within the automotive industry.

Primary Responsibilities:

• Supervising the daily operations of second shift Tier 1/Tier 2 Helpdesk and Batch Operations Group including the coordination of off hour support.
• Ensure the delivery of high quality, customer- focused support services.
• Lead all activities of this group to excel in department and individual objectives, provide group with a clear sense of direction and purpose, communicate with staff effectively and in a timely manner.
• May need to work overtime when need required, as well as modify shift to cover for 1st shift group leader when they are out of the plant.
• Asset and Lease Management.
• Lead the Support Services group in a hands-on manner by getting involved in tickets, issues, and customer interactions.
• Continually assess Helpdesk productivity by individual and group.
• Complete Annual Performance Reports for Support Services group.
• Monitor the helpdesk queue to ensure issues are resolved within SLAs.
• Monitor Key web page displays for Alerts and notify the correct individuals to get the alerts resolved.
• Lead process improvement initiatives for leased equipment replacements.
• Develop and implement innovative initiatives aimed at improving the customer experience.
• Assist in setting direction in identifying and implementing process improvement opportunities.
• Meet with representatives from user departments to identify needs and assist in the coordination of Helpdesk activities.
• Identify tools that may help improve our services to our customers.
• Develop Project Plans and identify key deliverables, milestones, and resource requirements.
• Accountable for performing all functions related to supervising a staff, including interviewing, training, and coaching, and evaluating performance as needed.
• Other duties as assigned.

Minimum Qualifications:

• 3+ years of leadership experience
• 5+ years hands-on experienceas a helpdesk technician and with an enterprise IT Helpdesk system.
• A+ Certification
• Excellent communication, problem solving, customer service, teamwork, time management, and organizational skills.
• Thorough understanding of Microsoft Active Directory, Office 365, and Windows 10.
• Advanced knowledge of PC hardware: desktops, laptops, and printers.
• Ability and willingness to document work, processes, procedures, or work instructions.
• Ability to multi-task, a constant learner and able to remain calm when dealing with a crisis.

Preferred Qualifications:

• Bachelor's degree in related field.
• ServiceNow experience
• Microsoft Certified, or equivalent
• Knowledge of imaging techniques and remote software deployment (Preferably SCCM).

Subaru of Indiana Automotive, Inc. is an equal opportunity employer committed to employing a diverse workforce.