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