Technical Services Group Leader, 2nd Shift

Subaru of Indiana Automotive

IT group leader supervising Subaru’s second-shift Helpdesk and Batch Operations at its Lafayette automotive manufacturing facility. Improving support services, SLAs, equipment processes, and customer experience.

Posted 8/19/2026full-timeLafayette • 🇺🇸 United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in managing Helpdesk operations, ensuring high-quality customer support, and implementing process improvements. Proficient in Microsoft Active Directory, Office 365, and Windows 10, with a focus on enhancing the customer experience and team productivity.

Highest-signal resume keywords

Leadership ExperienceHelpdesk Technician ExperienceA+ CertificationMicrosoft Active DirectoryServiceNow Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Helpdesk Operations ManagementPC Hardware KnowledgeImaging TechniquesRemote Software DeploymentPerformance ReportingProcess ImprovementCustomer ServiceTicket ManagementProject PlanningSLA Monitoring

Soft Skills

Communication SkillsProblem SolvingTeamworkTime ManagementOrganizational Skills

Tools & Technologies

ServiceNowSCCMMicrosoft Office 365Windows 10Microsoft Active Directory

Certifications & Qualifications

A+ CertificationMicrosoft Certified

Industry Keywords

Helpdesk SupportCustomer ExperienceSecond Shift OperationsEnterprise IT HelpdeskBatch Operations

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Supervise daily operations of the second-shift Tier 1/Tier 2 Helpdesk and Batch Operations Group
Coordinate off-hour support and ensure high-quality, customer-focused support services
Lead group activities, provide direction and purpose, and communicate effectively with staff
Lead the Support Services group hands-on by participating in tickets, issues, and customer interactions
Assess Helpdesk productivity by individual and group
Complete annual performance reports for the Support Services group
Monitor the Helpdesk queue to ensure issues are resolved within SLAs
Monitor key web page displays for alerts and notify appropriate individuals for resolution
Lead process improvement initiatives for leased equipment replacements
Develop and implement initiatives to improve the customer experience
Identify and implement process improvement opportunities
Meet with user-department representatives to identify needs and coordinate Helpdesk activities
Identify tools to improve customer services
Develop project plans and identify deliverables, milestones, and resource requirements
Supervise staff, including interviewing, training, coaching, and evaluating performance
Perform other duties as assigned

Requirements

What you’ll need

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, be a constant learner, and remain calm when dealing with a crisis
Bachelor's degree in related field preferred
ServiceNow experience preferred
Microsoft Certified, or equivalent preferred
Knowledge of imaging techniques and remote software deployment, preferably SCCM, preferred
Ability to work second shift and modify shift or work overtime as needed

Benefits

Comp & perks

Equal opportunity employer committed to employing a diverse workforce