Honda North America Looking for Team Lead – Customer Support Services at Marysville, OH  Full Time

What Makes a Honda, is Who makes a Honda

Honda has a clear vision for the future, and it’s a joyful one. We are looking for individuals with the skills, courage, persistence, and dreams that will help us reach our future-focused goals.

At our core is innovation. Honda is constantly innovating and developing solutions to drive our business with record success. We strive to be a company that serves as a source of “power” that supports people around the world who are trying to do things based on their own initiative and that helps people expand their own potential. To this end, Honda strives to realize “the joy and freedom of mobility” by developing new technologies and an innovative approach to achieve a “zero environmental footprint.”

We are looking for qualified individuals with diverse backgrounds, experiences, continuous improvement values, and a strong work ethic to join our team.

If your goals and values align with Honda’s, we want you to join our team to Bring the Future!

About this Position:

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:

o Review monthly metric reporting to ensure SOW expectations are being met and participate in CAPDO countermeasures development to address shortcomings.

o Coordinate with vendor management leads to identify areas of improvement, prioritize work activity, confirm invoicing and future year direction, manage escalations and concerns.

Responsibilities include:

* Managing Deskside Support & Deskside Vendor Relationship

o 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

o Provide guidance and leadership to managed service providers and conduct gap analysis to identify strengths and weaknesses in operations, procedures, and planning

o Assess team’s progress in meeting goals and make recommendations for continuous process improvement.

o Manage unit budget of ~$13 million annually for team members, outsourcing, devices, and software

o 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.

Who we are seeking:

We are looking for qualified people and diverse background and experiences, open minds, and a disciplined work ethic, to bring the future to Honda.

Required Work Experience:

* 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

Required Education:

* IS related Bachelor Degree and / or equivalent work experience.

Desired 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.

* ITIL v3 Foundations, HDI Desktop Support Technician, Google IT Support Professional Certificate, or A+ related certifications relevant to deskside support is desired.

Onsite reporting requirements: Should be willing to travel ~ 10% to 20% of the time, primarily in the East coast region. This being a hybrid role, onsite presence at either Marysville, OH or one of our East Coast offices will be required at least 3 workdays per week.

What differentiates Honda and makes us an employer of choice?

Total Rewards:

* Competitive base salary

• Pay will be based on several variables that include, but not limited to geographic location, work experience, education, etc.

* Annual Bonus

* Industry-leading Benefit Plans (Medical, Dental, Vision)

* Paid time off, including vacation, paid holidays, sick time, and personal days

* 401K Plan with company match + additional contribution

Career Growth:

* Advancement opportunities

* Career mobility

* Education reimbursement for continued learning

* Training and Development programs

Additional Offerings:

* Wellbeing program

* Community service and engagement programs

* Product programs

* Free drinks onsite

Honda is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.

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