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