Address
SalaryWhat 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
- 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.
