Help Desk Manager

Job Title: Help Desk Manager

Company: AISIN World Corp. of America

Department: DX Strategy, 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 DX-I 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 DX-I Infrastructure support analysts, providing guidance and support to ensure high levels of productivity.
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.
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 a DX-I 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 DX-I service management tools (e.g., ServiceNow, InvGate, etc.) preferred.
Proficiency in leading both physical and virtual teams

Beneficial Skills and Experience

Education/Training/Certifications

Qualifications

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.

Skills