20156 – Customer Support Manager

20156 – Manager, Operations (Customer Support Manager)

SUMMARY

This position will be responsible for the 24x7 day-to-day operations of the Customer Support Team located at Hyundai Motor Manufacturing Savannah, Georgia.  The Customer Support Manager will own the day-to-day management, monitoring, and provisioning of the physical infrastructure used to deliver IS applications and services. The Customer Support Manager will also work closely with the Integrated Data Center and Manufacturing Execution Systems (MES) teams on the delivery, security, and compliance of customer focused solutions and processes.

ESSENTIAL FUNCTIONS

Leadership and Communications (50%)

• Provide leadership to a team of customer support employees in the delivery of IT services
• Host weekly staff meetings
• Write and deliver performance reviews for staff
• Recruit and train team members to ensure appropriate staffing levels
• Adhere to division/department policies and establish work procedures
• Collaborate with Automotive Manufacturing teams to deliver the highest level of operational efficiency and effectiveness possible
• Identify synergies and process standardization opportunities across customer support teams
• Foster an environment of trust and respect between team members, management, other teams and customers
• Learn and Understand business process for electric vehicle production

Technical Leadership (25%)

• Lead/Manage the teams (Helpdesk, Network, Windows Systems) that comprise the  Customer Support Section 
• Ensure systems are highly available, secure, manageable, and lowest cost to operate
• Ensure teams are highly supportive and responsive to the needs of other teams and customers
• Support users, help desk personnel, other administrators, developers, and management as required
• Develop, test, and analyze new technical solutions to problems and information requests in cooperation with other teams
• Provide all aspects of user account management and authentication troubleshooting
• Adhere to naming standards and labeling of all assets
• Provide training to Jr level technicians and Helpdesk personnel

Project & Asset Management (25%)

• Manage a large portfolio of projects, tasks, issues and systems
• Manage projects from initial requirement stage on through completion stage, ensuring appropriate documentation and financial accounting is completed for each project
• Conduct/Lead formal meetings with teams and other business units
• Ensure IT assets are tracked and managed with a bi-annual reporting to the CBU IT Team
• Maintain an IT asset tracking application/database to monitor PC asset availability

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

JOB REQUIREMENTS

• Bachelor’s degree or equivalent experience
• 10 years of overall IT experience
• 3 years of management experience with strong project management skills
• 5 years of experience in the areas of Networks, Telephone systems, Helpdesk operations and Windows Server systems. 
• Must excel at verbal/written communications and be comfortable in front of large groups.
• Candidate must possess a broad knowledge of current and emerging technologies, to include networking, Windows operating system and active directory technologies.
• Cisco CCNA,  Microsoft MCSA Productivity or M365, or certifications preferred