IT Helpdesk Group Lead, 2nd Shift — Elevate Support

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

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.