IT Helpdesk Supervisor

Join the Mitsubishi Motors North America (MMNA) Team!

At Mitsubishi Motors NA, we are driving innovation, quality, and excellence in the automotive industry. Our commitment to delivering cutting-edge vehicles goes hand in hand with our dedication to fostering a dynamic and inclusive work environment.

Our team members are the driving force behind our success, and we believe in empowering individuals to contribute their unique skills and perspectives. We are a collaborative and forward-thinking team that values diversity, creativity, and continuous improvement.

At MMNA, your career is not just a job but a journey of growth. Benefit from ongoing employee development programs, contribute to our impactful Community Relations initiatives, and enjoy a range of employee benefits that make your experience with us exceptional.

Be part of a company proud of its heritage and excited about the future where together, we shape the future of mobility and drive success in every mile.

Summary of the Role:

The IT Helpdesk Supervisor at Mitsubishi Motors North America, Inc. is responsible for supervising the overall support for the desktop computing devices such as PC’s, laptops, notebooks, tablets, printers, copiers, telephones, and cell phones for Mitsubishi Motor's Computer Network which consists at Headquarters and remote companies and offices. This involves the planning, implementation and maintenance of related desktop hardware/software; the day-to-day operations of the IT Help Desk, and support MMNA’s franchised dealerships use of Mitsubishi Tools.

Responsibilities:

• Desktop Support: Oversee the operation and maintenance of desktop devices across North America, including remote offices.
• Team Supervision: Supervise and mentor a team of desktop specialists handling hardware, software, and peripheral issues.
• System Management: Manage system images and train/document procedures for IT client systems.
• Service Level Management: Ensure the Desktop Support Unit meets service level agreements for internal and dealer network users.
• Problem Resolution: Isolate and troubleshoot recurring issues to find permanent solutions.
• Help Desk Administration: Administer the help desk management system for tracking and responding to trouble tickets and customer requests.
• Large-scale Implementations: Supervise technicians and vendors during the implementation of new PC hardware and ensure timely workstation replacements.
• User Onboarding: Oversee the onboarding process for new users, including PC setup, equipment provision, and network access establishment.
• Requirements Analysis: Work with end-users to determine hardware, software, and system requirements.
• Project Collaboration: Collaborate with managers from other IT departments on project implementation.
• Reporting: Ensure the completion and continuous improvement of statistical reports and graphical aids.

Required Qualifications:

• 3 + years experience in a Help Desk environment providing PC hotline and end-user computing support.
• 1 + years of experience managing IT projects.
• Experience in mentoring team members in technical training and processes.
• Prior experience with ticket system administration(ServiceNow, Remedy, Numara, etc.) - Prefer
• Experience with Helpdesk ticket SLAs
• Experience with AV and web conferencing support.
• Experience with Microsoft O365 suite.
• Experience with Call Center and Customer Relationship Management procedures.
• Experience with Inventory and asset tracking
• Prior experience with Network/Systems/Email Administration.

Pay Transparency:

The base salary for this position ranges between $65,000 to $75,000. The base salary will be based on a number of factors including the role offered, the individual's job-related knowledge, skills, and qualifications. In addition to base salary, we are proud to offer a comprehensive and competitive benefits package for all eligible employees which also includes 401k with company match, Mitsubishi Lease Program, and a full range of medical, financial, and other perks and benefits.

Perks and Benefits:

• Family First: Enjoy comprehensive healthcare coverage, including medical, dental, and vision plans.
• Be a Proud Mitsubishi Ambassador: Take advantage of our Discounted Employee Lease Car program, covering insurance, maintenance, and registration fees, with no down payment or credit check required.
• Secure Your Future: Benefit from our 401(k) with Company match and annual contributions based on years of service.
• Fuel Your Growth: Access professional development opportunities, including training, tuition reimbursement, and employee resource groups.
• Take Time for Yourself: Enjoy up to 30 days of paid time off, including holidays, vacation, and other leave options.
• Thrive in an Open Environment: Experience our collaborative workspace where ideas flow freely.

The MMC Way:

Our values form the foundation of everything we do. At Mitsubishi Motors, we are committed to a set of core principles that guide our actions, decisions, and interactions. Our values reflect who we are as a company, how we collaborate, and the impact we aspire to make. These values are what we call the MMC Way:

• Think of Our Customers, Strengthen Trust
• Enrich Society
• Welcome All Facts, Share Difficult News First
• Conduct and Challenge Yourself Professionally
• Respect All, Work as a Broader Team

Diversity and How to Apply:

At MMNA, we embrace the strength that diverse perspectives and experiences bring to our team. Our application process is designed to champion inclusion and equity. We're on the lookout for the ideal fit for each role, valuing skills and experiences over traditional education or specific company backgrounds. Feel encouraged to apply, even if your profile doesn't precisely match the job description. We invite you to delve into a few thought-provoking questions in our application, offering you the opportunity to showcase your unique talents and insights right from the start.

Once you've submitted your application, expect to hear from us within 7 business days. We're committed to keeping you informed about the status of your application, ensuring transparency and open communication throughout the process. We understand that perfection is a journey, and if you ever have questions about your application or the process itself, don't hesitate to reach out to your recruiter.

Mitsubishi Motors is proud to be an equal-opportunity employer, excited about collaborating with talented individuals of all identities. We do not discriminate based on identity, aligning with both legal requirements and our commitment to fostering a diverse workplace. Our code of conduct serves as a guiding light for the company we aspire to be, celebrating our differences as the driving force behind a product that serves a global user base.

We welcome applications from individuals with disabilities and is prepared to provide reasonable accommodations. If you require such accommodations for the job application or interview process, please email mmna-talent_acquisition@na.mitsubishi-motors.com.

We hope you will join us on this journey where your dedication aligns with our values, creating an environment that fosters growth, collaboration, and meaningful contributions.