IT Support Center Manager

ROUSH; Livonia (MI); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401K

Paid vacation

Paid holidays

Tuition reimbursement

Job summary

Roush in Livonia, MI is seeking an IT Support Center Manager to lead day-to-day operations, guide a team of IT support professionals, and ensure high-quality end-user support onsite. This role is 100% onsite at our Livonia facility.

You will monitor KPIs, implement improved processes, and stay current with IT trends while delivering exceptional customer satisfaction and timely resolutions. Strong leadership, AD and Office productivity experience are required.

Qualifications

• 7+ years supporting endpoints, peripherals, AD and Office apps.
• U.S. citizen or permanent resident for ITAR/CMMC compliance.
• Strong leadership and communication skills.
• Experience with cross-functional teams and project management.
• Knowledge of IT security best practices.

Responsibilities

• Lead and motivate a team of IT support professionals.
• Oversee daily operations of the IT support center.
• Provide guidance, coaching, and performance feedback.
• Ensure timely resolution of technical issues.
• Monitor and report on key performance metrics.
• Implement and improve support processes to increase efficiency.
• Ensure high customer satisfaction through effective communication and resolution.
• Collaborate with other departments to address user needs.
• Stay updated on IT trends and technologies.
• Provide technical guidance and support to the team.
• Troubleshoot complex technical issues.

Skills

Leadership

Communication

Project management

End-user support

Active Directory

Office apps

Service desk tools

IT security

Education

Bachelor's degree in IT

Tools

MS Project

Visio

Service desk software

Job description

We work alongside the best and brightest to do incredibly cool things you wouldn't believe. At Roush, you're part of building the future. Are you someone that has a passion for providing innovative solutions to complex challenges? Do you want to work someplace where creativity and new ideas are encouraged? If so, then keep reading.

We fuse technology and engineering to provide product development solutions to customers in a diverse range of industries. Widely recognized for providing engineering, testing, prototype, and manufacturing services to the transportation industry, Roush also provides significant support to the aerospace, defense, and theme park industries. With over 2,400 employees in facilities throughout the United States, Europe, Asia, and South America, our unique combination of creativity and tenacity activates big ideas on a global stage.

Job Summary

The IT (Information Technology) Support Center Manger will be responsible for overseeing and leading the day-to-day operations of the IT support team. This position will play a crucial role in ensuring the delivery of high-quality technical support to end-users and maintaining the overall efficiency of the IT support center. This position requires a strong combination of leadership, technical expertise, and excellent communication skills. This position will be located in Livonia, MI. It is 100% onsite.

As an IT Support Center Manager, you will:

• Lead and motivate a team of IT support professionals
• Foster a positive and collaborative work environment
• Provide guidance, coaching, and performance feedback
• Oversee the daily operations of the IT support center
• Ensure timely and effective resolution of technical issuesMonitor and report on key performance metrics
• Implement and improve support processes to enhance efficiency
• Ensure a high level of customer satisfaction through effective communication and issue resolution
• Collaborate with other departments to address user needs and concerns
• Stay updated on the latest IT trends and technologies
• Provide technical guidance and support to the team
• Troubleshoot complex technical issues

As an IT Support Center Manager, you will need:

• U.S. Citizen or U.S. Permanent Resident allowing for ITAR or CMMC compliance.
• Bachelor's degree in Information Technology or related field or equivalent experience
• Minimum of (7) years of work experience supporting and maintaining endpoints, peripherals, Active Directory and Office Productivity Applications
• Experience working with different cross functional teams
• Excellent oral and written communication skills including ability to interact effectively with customers, vendors, and team members
• Leadership and organizational skills
• Ability to manage multiple projects, prioritize, and execute tasks successfully
• Familiarity with Service Desk software and tools
• Knowledge of IT security best practices
• Strong project management skills

A successful candidate may also have:

• Knowledge of data protection operations and legislation [e.g. NIST 800- 1/1, CMMC (Cybersecurity Maturity Model Certification), GDPR (General Data Protection Regulation)]
• Knowledge of a project management solution such as MS Project
• Knowledge of Visio or similar diagramming software
• Knowledge of the budgeting process

Our full‑time benefits include: medical, dental, vision, life insurance, earned sick time, STD, LTD, 401K, tuition reimbursement, paid vacation, paid holidays, and more.

If you share our passion for providing innovative solutions to complex challenges, we want you on our team.

Roush is an EO employer – Veterans/Disabled and other protected categories

If you need a reasonable accommodation for our employment application process due to disability, please contact Roush Talent Acquisition at [phone].