Senior Lead End User Support Specialist - Night Shift

International; Von Ormy (TX); On-site; USD 95,000 - 125,000; Full time

Benefits offered by this job

Shift differential 10%

Job summary

International Motors, providing end-to-end vehicle and IT solutions, seeks a Senior Lead End User Support Specialist for the night shift in San Antonio. This salaried role oversees night operations, coordinates high-impact issues, and mentors the night team to ensure consistent support delivery.

The successful candidate will have strong Windows endpoint expertise, Microsoft 365, ServiceNow experience, and proven leadership under limited supervision.

Qualifications

• Bachelor's degree and 5+ years of IT support experience with network remote access.
• At least 1 year of lead experience.
• Master's degree with 3+ years of IT support experience and 1 year lead experience is acceptable.
• Or 8+ years of IT support experience with 1 year lead experience.

Responsibilities

• Provide advanced end-user technical support and troubleshooting for hardware, software, access, and workplace technology issues.
• Coordinate and prioritize night-shift support activities, including escalations and higher-impact incidents.
• Serve as a technical escalation point and provide guidance to other support specialists.
• Help maintain consistent support processes, ticket quality, documentation, and appropriate escalation to other IT teams.
• Communicate significant incidents, recurring issues, and outstanding items to the appropriate teams for follow-up.
• Support continuous improvement of end-user support processes and the overall employee technology experience.

Skills

End user support

Leadership

Troubleshooting

Customer communication

Education

Bachelor's degree

Master's degree

Tools

ServiceNow

Microsoft 365

Job description

Position Overview

International Motors is seeking a Senior Lead End User Support Specialist – Night Shift to join our End User Support organization. This position provides hands‑on technical support and operational leadership during the night shift, ensuring consistent support coverage, coordinating responses to high‑impact technical issues, and serving as a senior resource for the night‑shift support team.

General Posting statement for salaried night shift roles:

As International Motors continues to grow in San Antonio, we are expanding our production operations with the introduction of a night production shift. The night shift is Monday through Thursday from 5:30 PM to 4:00 AM, with production planned to begin in early 2027. This is a salaried position supporting a manufacturing operation. While the primary schedule aligns with the designated production shift, employees are expected to provide operational support as needed to meet business objectives. This may require working outside normal production hours, including extended shifts, production startup activities, recovery efforts, and occasional weekend support based on operational requirements.

Shift Differential: 10% differential upon transitioning to Night Shift work schedule.

Responsibilities

• Provide advanced end-user technical support and troubleshooting for hardware, software, access, and workplace technology issues.
• Coordinate and prioritize night-shift support activities, including escalations and higher-impact incidents.
• Serve as a technical escalation point and provide guidance to other support specialists.
• Help maintain consistent support processes, ticket quality, documentation, and appropriate escalation to other IT teams.
• Communicate significant incidents, recurring issues, and outstanding items to the appropriate teams for follow-up.
• Support continuous improvement of end-user support processes and the overall employee technology experience.

Minimum Requirements

• Bachelor's degree and at least 5 years of experience providing IT technical services and support using network remote access
• At least 1 years of lead experience

OR

• Master's degree and at least 3 years of experience providing IT technical services and support using network remote access
• At least 1 years of lead experience

OR

• At least 8 years of experience providing IT technical services and support using network remote access
• At least 1 years of lead experience

Additional Requirements

• Qualified candidates, excluding current employees, must be legally authorized on an unrestricted basis (US Citizen, Legal Permanent Resident, Refugee or Asylee) to be employed in the United States. We do not anticipate providing employment related work sponsorship for this position (e.g., H-1B status)

Desired Skills

• Strong hands-on troubleshooting skills across Windows endpoints, Microsoft 365, hardware, software, and common enterprise end‑user technologies.
• Experience with ServiceNow or a comparable IT service management platform and solid understanding of incident/request management practices.
• Strong leadership, prioritization, and escalation-management skills, particularly when working with limited supervision.
• Excellent written and verbal communication skills and the ability to work effectively with both end users and technical teams.
• Ability to analyze recurring issues, identify trends, and contribute to process improvement.
• Experience mentoring or providing technical direction to other support professionals.

Benefits and Compensation

This position offers competitive market-based compensation, along with a comprehensive benefits package designed to support employee wellbeing. You can learn more about the benefits offered for this position by visiting https://careers.international.com/#benefits.

The expected salary offered for this position will fall within the stated range, with the final offer based on the candidates' applicable skills, knowledge, and experience.

Company Overview

About TRATON With its brands Scania, MAN, International, and Volkswagen Truck & Bus, TRATONSE is the parent and holding company of the TRATONGROUP and one of the world’s leading commercial vehicle manufacturers. The Group’s product portfolio comprises trucks, buses, and light-duty commercial vehicles. “Transforming Transportation Together. For a sustainable world.”: this intention underlines the Company’s ambition to have a lasting and sustainable impact on the commercial vehicle business and on the Group’s commercial growth.

About International From a one-man company built on the world-changing invention of the McCormick reaper in 1831, to the 15,000-person-strong company we are today, few companies can lay claim to a history like International. Based in Lisle, Illinois, International Motors, LLC* creates solutions that deliver greater uptime and productivity to our customers throughout the full operation of our commercial vehicles. We build International® trucks and engines and IC Bus® school and commercial buses that are as tough and as smart as the people who drive them. We also develop Fleetrite® aftermarket parts. In everything we do, our vision is to accelerate the impact of sustainable mobility to create the cleaner, safer world we all deserve. As of 2021, we joined Scania, MAN and Volkswagen Truck & Bus in TRATON GROUP, a global champion of the truck and transport services industry. To learn more, visit International.com.

*International Motors, LLC is d/b/a International Motors USA in Illinois, Missouri, New Jersey, Ohio, Texas, and Utah.

EEO Statement

We are an Equal Opportunity Employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

If you are a qualified individual with a disability and require a reasonable accommodation to access the online application system or participate in the interview process due to your disability, please email [e-mail] to request assistance. Kindly specify Job Requisition Number / Job Title and Location in response. Otherwise, your request may not be considered.