<p>Job Title: Help Desk Manager</p> <p>Company: AISIN World Corp. of America</p> <p>Department: DX Strategy, DX Infrastructure/Security</p> <p>Location: Northville, MI</p> <p>Position Responsibilities</p> <p>The incumbent is expected to perform the following functions that the company has determined are essential to this position:</p> <ul> <li>Oversee the daily operations of our DX-I help desk, ensuring efficient and effective resolution of technical issues, and providing exceptional customer service to our internal customers. </li><li>Lead, mentor, and motivate a team of DX-I Infrastructure support analysts, providing guidance and support to ensure high levels of productivity. </li><li>Manage the day-to-day operations of the DX-I help desk, including ticket triaging, assignment, and resolution, ensuring timely response and resolution of technical issues. </li><li>Serve as an escalation point for complex technical issues, providing hands-on assistance and guidance to help resolve issues in a timely manner. </li><li>Continuously evaluate and improve help desk processes and procedures to enhance efficiency, streamline workflows, and improve overall service delivery. </li><li>Maintain accurate documentation of help desk procedures, troubleshooting steps, and knowledge base articles to facilitate efficient issue resolution and knowledge sharing. </li><li>Monitor and update key performance metrics and KPIs to track help desk performance, identify areas for improvement, and implement corrective actions as needed. </li><li>Develop and implement training programs to enhance the technical skills and knowledge of help desk staff, ensuring they stay up to date with the latest technologies and best practices. </li><li>Ensure compliance with company security policies and procedures, including data privacy regulations and best practices for information security. </li><li>Perform other related tasks as required. </li></ul> <p>Required Skills and Abilities</p> <p>Essential Skills and Experience:</p> <ul> <li>Foster a customer-centric culture within the help desk team, ensuring that all interactions with internal customers are professional, courteous, and effective. </li><li>Proven experience in a supervisory or managerial role within a DX-I help desk environment. </li><li>Strong technical background with expertise in troubleshooting hardware, software, and network issues. </li><li>Excellent leadership, communication, and interpersonal skills. </li><li>Ability to effectively prioritize tasks and manage multiple priorities in a fast-paced environment. </li><li>Experience with DX-I service management tools (e.g., ServiceNow, InvGate, etc.) preferred. </li><li>Proficiency in leading both physical and virtual teams </li></ul> <p>Beneficial Skills and Experience</p> <ul> <li>Experience working with Regional or Global DX-I suppliers. </li><li>Knowledge of automotive manufacturing business a plus. </li><li>A strong desire to learn through research and continuing education pursuits. </li></ul> <p>Education/Training/Certifications</p> <ul> <li>B.S. degree in IT related field. Equivalent experience will be considered. </li><li>Relevant technology (e.g. HDI, ITIL, etc.), specific certifications required. </li></ul> <p>Travel Requirements</p> <ul> <li>Approximately 20 % </li><li>Must be willing and available to travel to such locations and with such frequency as is necessary and desirable to meet business needs. </li></ul> <p>Work Environment Requirements</p> <p>With reasonable accommodation:</p> <ul> <li>Must be able to operate a personal computer, telephone, and other office equipment. </li><li>Must perform job duties onsite, when necessary, except those duties that are customarily or by their nature performed offsite (for example, offsite customer visits). </li><li>Must be able to work effectively in a fast-paced environment. </li><li>Must be able to work on multiple assignments at once, and complete assignments within deadline and budget (if applicable) with satisfactory quality. </li><li>Must be able to operate as an effective team member. </li><li>Must be committed to a high standard of safety and be willing and able to comply with all safety laws and all company safety policies. </li></ul> <p>Attendance/Work Hour Requirements</p> <ul> <li>Must maintain an acceptable attendance record. </li><li>Must be willing and available to work weekends and holidays as necessary and desirable to meet business needs. </li></ul>