Information Systems - Support Services Group Leader (1st Shift)
Date: May 20, 2023
Location: Lafayette, IN, US, 47905
Company: Subaru
Group Leader - Support Services (1st Shift)
Information Systems Department
Company Overview:
Subaru of Indiana Automotive, Inc. or “SIA”, located in Lafayette, Indiana, is the only Subaru vehicle manufacturing facility outside of Japan. SIA is a 4.4 million square foot automotive OEM – meaning our manufacturing process begins with coils of steel and ends with the high-quality vehicles you see out on the roads. We employ 6500+ Associates, both production and administrative, all under one roof.
SIA is the safest automotive manufacturing plant in the United States and is also a pillar in the community due to its numerous fundraising activities held onsite, donations to local charities and plentiful volunteer opportunities. SIA is a frontrunner in environmental conservation being the first Zero-Landfill automotive manufacturing plant and the first to have its campus designated a backyard wildlife habitat. SIA has grown tremendously since its 1989 beginnings and continues to be an example of success within the automotive industry.
Primary Responsibilities:
- Supervising the daily operations of second shift Tier 1/Tier 2 Helpdesk and Batch Operations Group including the coordination of off hour support.
- Ensure the delivery of high quality, customer- focused support services.
- Lead all activities of this group to excel in department and individual objectives, provide group with a clear sense of direction and purpose, communicate with staff effectively and in a timely manner.
- May need to work overtime when need required, as well as modify shift to cover for 1st shift group leader when they are out of the plant.
- Asset and Lease Management.
- Lead the Support Services group in a hands-on manner by getting involved in tickets, issues, and customer interactions.
- Continually assess Helpdesk productivity by individual and group.
- Complete Annual Performance Reports for Support Services group.
- Monitor the helpdesk queue to ensure issues are resolved within SLAs.
- Monitor Key web page displays for Alerts and notify the correct individuals to get the alerts resolved.
- Lead process improvement initiatives for leased equipment replacements.
- Develop and implement innovative initiatives aimed at improving the customer experience.
- Assist in setting direction in identifying and implementing process improvement opportunities.
- Meet with representatives from user departments to identify needs and assist in the coordination of Helpdesk activities.
- Identify tools that may help improve our services to our customers.
- Develop Project Plans and identify key deliverables, milestones, and resource requirements.
- Accountable for performing all functions related to supervising a staff, including interviewing, training, and coaching, and evaluating performance as needed.
- Other duties as assigned.
Minimum Qualifications:
- 3+ years of leadership experience
- 5+ years hands-on experience as a helpdesk technician and with an enterprise IT Helpdesk system.
- A+ Certification
- Prior supervision experience
- Excellent communication, problem solving, customer service, teamwork, time management, and organizational skills.
- Thorough understanding of Microsoft Active Directory, Office 365, and Windows 10.
- Advanced knowledge of PC hardware: desktops, laptops, and printers.
- Ability and willingness to document work, processes, procedures, or work instructions.
- Ability to multi-task, a constant learner and able to remain calm when dealing with a crisis.
Preferred Qualifications:
- Bachelor's degree in related field.
- ServiceNow experience
- Microsoft Certified, or equivalent
- Knowledge of imaging techniques and remote software deployment (Preferably SCCM).
Subaru of Indiana Automotive, Inc. is an equal opportunity employer committed to employing a diverse workforce.
Nearest Major Market: Lafayette