Team Lead, IT Customer Services

4 months ago

Troy, United States Magna International Full time
About us

We see a future where everyone can live and move without limitations. That's why we are developing technologies, systems and concepts that make vehicles safer and cleaner, while serving our communities, the planet and, above all, people.

Forward. For all.

Group Summary

Magna is more than one of the world's largest suppliers in the automotive space. We are a mobility technology company built to innovate, with a global, entrepreneurial-minded team. With 65+ years of expertise, our ecosystem of interconnected products combined with our complete vehicle expertise uniquely positions us to advance mobility in an expanded transportation landscape.

About the Role

We are seeking an experienced and highly motivated Customer Service Team Lead to lead our team of IT professionals responsible for providing technical support to our employees. The ideal candidate will be responsible for all IT operations at a site, supporting users and overseeing the daily operations of the Deskside Support team, and ensuring that all incidents and requests are managed effectively and in a timely manner. The Team Lead will also be responsible for driving continuous improvement of our support processes and user experience. The Team Lead is responsible for applying global Customer services standards to the region and is part of the Global Customer services team.

Your Responsibilities
•Manage a team of Deskside Support technicians, providing guidance and support as required
•Provide technical support to end-users, diagnosing and resolving hardware, software, and connectivity issues
•Ensure that all incidents and requests are resolved in accordance with defined SLAs
•Monitor team performance and identify areas for improvement
•Drive continuous improvement of support processes, tools, and techniques
•Develop and maintain excellent relationships with all stakeholders, including end-users, management, and other IT teams
•Provide regular reports on team performance and KPIs
•Ensure that team members are trained and equipped to deliver a high standard of support
•Develop and maintain documentation related to support processes, tools, and techniques
•Participate in the development of IT strategies and roadmaps
•Serve as IT point of contact and participate in evaluation and recommendation of any new IT assets for the site
•Serve as liaison and oversight for any outsourced IT service that is provided by global IT and has been approved by Divisional IT Management
•Advise on the budget for their area of responsibility

Who we are looking for
•At least 5 years of experience in a similar role with a team of Deskside Support technicians or other IT area technicians
•Strong technical knowledge of desktop hardware, operating systems, and software applications
•Excellent communication and interpersonal skills
•Proven track record in delivering high-quality customer service
•Strong leadership skills
•Ability to work well under pressure and in a fast-paced environment

Your preferred qualifications
•Knowledge of ITIL and IT service management processes is a plus
•Able to think tactically and strategically

What we offer

At Magna, you can expect an engaging and dynamic environment where you can help to develop industry-leading automotive technologies. We invest in our employees, providing them with the support and resources they need to succeed. As a member of our global team, you can expect exciting, varied responsibilities as well as a wide range of development prospects. Because we believe that your career path should be as unique as you are.

Site Benefits

A detailed overview of our benefits will be provided during the recruitment process.

Awareness. Unity. Empowerment.

At Magna, we believe that a diverse workforce is critical to our success. That's why we are proud to be an equal opportunity employer. We hire on the basis of experience and qualifications, and in consideration of job requirements, regardless of, in particular, color, ancestry, religion, gender, origin, sexual orientation, age, citizenship, marital status, disability or gender identity. Magna takes the privacy of your personal information seriously. We discourage you from sending applications via email to comply with GDPR requirements and your local Data Privacy Law.

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