Manager, User Experience

Relha LLC; Troy (MI); On-site; USD 80,000 - 92,000; Full time

Job summary

Magna is seeking an experienced IT Desk-side Support Manager to lead a team responsible for providing technical support to employees across a site. You will oversee daily Deskside operations, ensure incidents meet SLAs, and drive continuous improvement of support processes and tools.

The role requires 5+ years of relevant experience, strong technical knowledge of desktop hardware and software, and proven leadership.

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

Team leadership

Customer service

Hardware troubleshooting

Software troubleshooting

SLA management

Stakeholder management

IT strategy

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 $80,000 USD

Immediate, Open position

We 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. The Manager is responsible for applying global Customer services standards to the region and is part of the Global Customer services team.

Your 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

Who we are looking for

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

Your preferred qualifications

Knowledge of ITIL and IT service management processes is a plus

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.

In addition, we offer you the following site benefits:

An overview of our benefits will be discussed during the recruitment process.

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.

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 Disclosure

As 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.