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M
Manager, User Experience
MagnaIT support manager leading Magna’s automotive-site deskside operations. Managing technicians, resolving user issues, and improving service processes, SLAs, and customer experience.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and technical expertise in managing Deskside Support teams, ensuring high-quality customer service and adherence to ITIL standards. Capable of driving continuous improvement in support processes and maintaining effective communication with stakeholders.
Highest-signal resume keywords
Deskside Support ManagementTechnical SupportCustomer Service ExcellenceITIL KnowledgeTeam Performance Monitoring
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Desktop HardwareOperating SystemsSoftware ApplicationsIncident ResolutionSupport Documentation
Soft Skills
LeadershipCommunicationTeam Training
Industry Keywords
IT Service ManagementContinuous ImprovementSLAsKPI ReportingOutsourced IT Services
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Manage a team of Deskside Support technicians, providing guidance and support
- Provide technical support to end-users and resolve hardware, software, and connectivity issues
- Ensure incidents and requests are resolved according to defined SLAs
- Monitor team performance and identify improvement areas
- Drive continuous improvement of support processes, tools, and techniques
- Maintain relationships with end-users, management, and IT teams
- Report on team performance and KPIs
- Ensure team members are trained and equipped to deliver high-quality support
- Develop and maintain support documentation
- Participate in IT strategies and roadmaps
- Serve as IT point of contact and evaluate and recommend new IT assets for the site
- Liaise with and oversee outsourced IT services
- Advise on the budget for the area of responsibility
- Apply global Customer Services standards to the region and participate in the Global Customer Services team
Requirements
What you’ll need- 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
- Proven track record in delivering high-quality customer service
- Strong leadership skills
- Knowledge of ITIL and IT service management processes is a plus
Benefits
Comp & perks- Engaging and dynamic environment
- Support and resources to succeed
- Exciting, varied responsibilities
- Wide range of development prospects
- Site benefits overview discussed during the recruitment process
- Equal opportunity employer
- AI-assisted screening with final decisions made by the hiring team