Team Lead - Customer Support Svcs
3.
9 Marysville, OH Marysville, OH $91,200 - $136,800 a year $91,200 - $136,800 a year Job Purpose The Team Manager for Deskside Support is responsible for managing a support team that are geographically distributed to achieve business objectives including the attainment of targets for customer satisfaction, service levels, resolution time and project deadlines.
This role is responsible for streamlining operation of procuring, configuring, deploying, supporting, and managing the asset lifecycle to over 30,000 end user devices for all AHM and HDMA sites.
Supervise daily operations to support over 26,000 users, 83 locations and 16 walk up service centers, audio and video support in the manufacturing and office environment.
This individual will provide guidance and leadership to the Executive Support, Client Quality Assurance, and Deskside Support team.
Conduct gap analysis to identify strengths and weaknesses in operations, procedures, and planning.
Assess team's progress in meeting goals and make recommendations for continuous process improvement.
It is a highly collaborative role to optimize assets & services, maintain $13 million budget, adhere to charge-back models, monitor KPI's to increase user engagement and meet high customer satisfaction targets.
Work together with Unit Manager to provide input for the direction and vision of AHM IT, the Division, Department, and Unit.
Contribute ideas and formulate the details on execution of Division, Department, and Unit strategy.
Deliver associate performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon performance and development goals Build NA relationships and networks to achieve trust and credibility, by discovering and meeting the needs of internal and external customers.
Use persuasion and influence to achieve maximum results with Enterprise IT goals.
Build and maintain a high-performing IT team by fostering associate development and long-term capability by teaching, coaching, and mentoring, integrated with consistent and effective individual performance Management.
Ensure the team is motivated, engaged, and inspired to achieve goals and objectives.
Achieve the goals for the Deskside Support Services:
including schedule, budget, and quality commitments.
Vendor Management:
Review monthly metric reporting to ensure SOW expectations are being met and participate in CAPDO countermeasures development to address shortcomings.
Coordinate with vendor management leads to identify areas of improvement, prioritize work activity, confirm invoicing and future year direction, manage escalations and concerns.
Key Accountabilities Managing Deskside Support & Deskside Vendor Relationship Manage Deskside Support teams for all AHM and HDMA sites to provide excellent customer service and efficient operations through optimized Request Management, Incident Management, and End-to-End Asset Management Provide guidance and leadership to managed service providers and conduct gap analysis to identify strengths and weaknesses in operations, procedures, and planning Assess team's progress in meeting goals and make recommendations for continuous process improvement.
Manage unit budget of $13 million annually for team members, outsourcing, devices, and software Optimize and manage the vendor relationships to ensure quality performance and end-user satisfaction.
Define and manage annual support model for projects, break-fix and operational support activities.
Communicate vendor success or CAPDOs to leadership and facilitate any remediation activities necessary to improve services provided.
Team and Associate Management and Development:
Build and maintain high performing IT teams by fostering associate development and long-term capability by teaching, coaching, and mentoring, integrated with consistent and effective individual performance Management.
Ensure team is motivated, engaged and inspired to achieve goals and objectives.
Emphasize the core values and use at the spot to understand direct associate sentiment.
Deliver Projects:
Achieve the project goals for the Mobile Services Team as approved annually:
including schedule, budget, and quality commitments Vision and Strategy:
Work together with Unit Manager to provide input for the direction and vision of AHM IT, the Division, the Department and Unit.
Contribute ideas and communicate business plans and goals to help formulate the details on execution of Division, Department and Unit strategy.
Customer Relationships:
Build NA relationships and network to achieve trust and credibility, by discovering and meeting the needs of internal and external customers.
Use persuasion and influence to achieve maximum results with North America IT goals to adopt Customer Support and Service Management services across North American companies.
Qualifications, Experience, and Skills Education:
Bachelors degree in Information Systems / IT / Comp Sc / Electronics / EE or a related field of study OR, equivalent work experience and certifications (see below).
5-7 years of IT work experience 2-5 years supervisory experience with experience managing professionals leading teams and groups 1-3 years of project management experience and/or project delivery experience Excellent working knowledge of computer systems, security, network, and databases Strong critical thinking and decision-making skills Self-motivated, collaborative, team player able to multi-task in a fast-paced environment.
Strong end user expertise and troubleshooting skills on End-User Devices (mobile, tablet, laptop, desktop), Windows, Mobile Device Management, Office 365 Strong governance and security expertise and in managing risks for end users Experience in management level presentations Excellent understanding of the organization's goals and objectives Knowledge of applicable data privacy practices and laws Strong understanding of human resource management principles, practices, and procedures.
Strong understanding of project management principles.
Demonstrable tracking and recording in delivering technological environments; highly analytical in problem solving with the ability to apply original and innovative thinking to solving complex process and technical issues.
A high level of oral and written communication skills in order to communicate effectively with senior managers, colleagues and other stakeholders Ability to research subjects, with a commitment to provide continuous improvement To work under pressure and think clearly in challenging situations in a logical manner To be flexible in approach and be comfortable with a fluid organizational structure that requires both teamwork and self-sufficiency as necessary, with the ability to work under minimal supervision.
Desirable (Certifications - any):
ITIL v3 Foundations HDI Desktop Support Technician Google IT Support Professional Certificate A
related certifications relevant to deskside support.
#LI-BEV Workstyle Hybrid #LI-Hybrid Benefits and Total Rewards Total Rewards:
Competitive base salary.
Annual Bonus This position qualifies for Honda's Manager Vehicle Lease program Industry-leading Benefit Plans (Medical, Dental, Vision) Paid time off, including vacation, paid holidays, sick time, and personal days 401(K) Plan with company match
additional contribution Career Growth:
Advancement opportunities Career mobility Education reimbursement for continued learning Training and Development programs Additional Offerings:
Well-being program Community service and engagement programs Product programs Free drinks onsite.
Estimated Salary: $20 to $28 per hour based on qualifications.
9 Marysville, OH Marysville, OH $91,200 - $136,800 a year $91,200 - $136,800 a year Job Purpose The Team Manager for Deskside Support is responsible for managing a support team that are geographically distributed to achieve business objectives including the attainment of targets for customer satisfaction, service levels, resolution time and project deadlines.
This role is responsible for streamlining operation of procuring, configuring, deploying, supporting, and managing the asset lifecycle to over 30,000 end user devices for all AHM and HDMA sites.
Supervise daily operations to support over 26,000 users, 83 locations and 16 walk up service centers, audio and video support in the manufacturing and office environment.
This individual will provide guidance and leadership to the Executive Support, Client Quality Assurance, and Deskside Support team.
Conduct gap analysis to identify strengths and weaknesses in operations, procedures, and planning.
Assess team's progress in meeting goals and make recommendations for continuous process improvement.
It is a highly collaborative role to optimize assets & services, maintain $13 million budget, adhere to charge-back models, monitor KPI's to increase user engagement and meet high customer satisfaction targets.
Work together with Unit Manager to provide input for the direction and vision of AHM IT, the Division, Department, and Unit.
Contribute ideas and formulate the details on execution of Division, Department, and Unit strategy.
Deliver associate performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon performance and development goals Build NA relationships and networks to achieve trust and credibility, by discovering and meeting the needs of internal and external customers.
Use persuasion and influence to achieve maximum results with Enterprise IT goals.
Build and maintain a high-performing IT team by fostering associate development and long-term capability by teaching, coaching, and mentoring, integrated with consistent and effective individual performance Management.
Ensure the team is motivated, engaged, and inspired to achieve goals and objectives.
Achieve the goals for the Deskside Support Services:
including schedule, budget, and quality commitments.
Vendor Management:
Review monthly metric reporting to ensure SOW expectations are being met and participate in CAPDO countermeasures development to address shortcomings.
Coordinate with vendor management leads to identify areas of improvement, prioritize work activity, confirm invoicing and future year direction, manage escalations and concerns.
Key Accountabilities Managing Deskside Support & Deskside Vendor Relationship Manage Deskside Support teams for all AHM and HDMA sites to provide excellent customer service and efficient operations through optimized Request Management, Incident Management, and End-to-End Asset Management Provide guidance and leadership to managed service providers and conduct gap analysis to identify strengths and weaknesses in operations, procedures, and planning Assess team's progress in meeting goals and make recommendations for continuous process improvement.
Manage unit budget of $13 million annually for team members, outsourcing, devices, and software Optimize and manage the vendor relationships to ensure quality performance and end-user satisfaction.
Define and manage annual support model for projects, break-fix and operational support activities.
Communicate vendor success or CAPDOs to leadership and facilitate any remediation activities necessary to improve services provided.
Team and Associate Management and Development:
Build and maintain high performing IT teams by fostering associate development and long-term capability by teaching, coaching, and mentoring, integrated with consistent and effective individual performance Management.
Ensure team is motivated, engaged and inspired to achieve goals and objectives.
Emphasize the core values and use at the spot to understand direct associate sentiment.
Deliver Projects:
Achieve the project goals for the Mobile Services Team as approved annually:
including schedule, budget, and quality commitments Vision and Strategy:
Work together with Unit Manager to provide input for the direction and vision of AHM IT, the Division, the Department and Unit.
Contribute ideas and communicate business plans and goals to help formulate the details on execution of Division, Department and Unit strategy.
Customer Relationships:
Build NA relationships and network to achieve trust and credibility, by discovering and meeting the needs of internal and external customers.
Use persuasion and influence to achieve maximum results with North America IT goals to adopt Customer Support and Service Management services across North American companies.
Qualifications, Experience, and Skills Education:
Bachelors degree in Information Systems / IT / Comp Sc / Electronics / EE or a related field of study OR, equivalent work experience and certifications (see below).
5-7 years of IT work experience 2-5 years supervisory experience with experience managing professionals leading teams and groups 1-3 years of project management experience and/or project delivery experience Excellent working knowledge of computer systems, security, network, and databases Strong critical thinking and decision-making skills Self-motivated, collaborative, team player able to multi-task in a fast-paced environment.
Strong end user expertise and troubleshooting skills on End-User Devices (mobile, tablet, laptop, desktop), Windows, Mobile Device Management, Office 365 Strong governance and security expertise and in managing risks for end users Experience in management level presentations Excellent understanding of the organization's goals and objectives Knowledge of applicable data privacy practices and laws Strong understanding of human resource management principles, practices, and procedures.
Strong understanding of project management principles.
Demonstrable tracking and recording in delivering technological environments; highly analytical in problem solving with the ability to apply original and innovative thinking to solving complex process and technical issues.
A high level of oral and written communication skills in order to communicate effectively with senior managers, colleagues and other stakeholders Ability to research subjects, with a commitment to provide continuous improvement To work under pressure and think clearly in challenging situations in a logical manner To be flexible in approach and be comfortable with a fluid organizational structure that requires both teamwork and self-sufficiency as necessary, with the ability to work under minimal supervision.
Desirable (Certifications - any):
ITIL v3 Foundations HDI Desktop Support Technician Google IT Support Professional Certificate A
related certifications relevant to deskside support.
#LI-BEV Workstyle Hybrid #LI-Hybrid Benefits and Total Rewards Total Rewards:
Competitive base salary.
Annual Bonus This position qualifies for Honda's Manager Vehicle Lease program Industry-leading Benefit Plans (Medical, Dental, Vision) Paid time off, including vacation, paid holidays, sick time, and personal days 401(K) Plan with company match
additional contribution Career Growth:
Advancement opportunities Career mobility Education reimbursement for continued learning Training and Development programs Additional Offerings:
Well-being program Community service and engagement programs Product programs Free drinks onsite.
Estimated Salary: $20 to $28 per hour based on qualifications.
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