IT Deskside Experience Manager

Magna International; Troy (MI); On-site; USD 77,000 - 104,000; Full time

Job summary

Magna International in Troy, Michigan, is seeking a seasoned Manager to lead our Deskside Support team and oversee IT operations at the site. You will ensure incidents are resolved, SLAs met, and drive improvements in processes and user experience.

You will manage technicians, mentor staff, coordinate with global IT and Divisional IT Management, and contribute to IT strategy while aligning with Magna’s standards and budget considerations.

Qualifications

• At least 5 years of experience in a similar role with a team of Deskside Support technicians or other IT area technicians.
• Strong technical knowledge of desktop hardware, operating systems, and software applications
• Proven track record in delivering high-quality customer service
• Strong leadership skills
• 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
• 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
• Advise on the budget for their area of responsibility

Skills

Deskside Support

Leadership

Customer service

IT operations

Team management

Job description

Magna International in Troy, Michigan, is seeking a seasoned Manager to lead our Deskside Support team and oversee IT operations at the site. You will ensure incidents are resolved, SLAs met, and drive improvements in processes and user experience.

You will manage technicians, mentor staff, coordinate with global IT and Divisional IT Management, and contribute to IT strategy while aligning with Magna’s standards and budget considerations.