IT Support Center Manager in Livonia, Michigan at Roush

We work alongside the best and brightest to do incredibly cool things you wouldn't believe. At Roush, you're part of building the future. Are you someone that has a passion for providing innovative solutions to complex challenges? Do you want to work someplace where creativity and new ideas are encouraged? If so, then keep reading.

We fuse technology and engineering to provide product development solutions to customers in a diverse range of industries. Widely recognized for providing engineering, testing, prototype, and manufacturing services to the transportation industry, Roush also provides significant support to the aerospace, defense, and theme park industries. With over 2,400 employees in facilities throughout the United States, Europe, Asia, and South America, our unique combination of creativity and tenacity activates big ideas on a global stage.

Job Summary

The IT (Information Technology) Support Center Manger will be responsible for overseeing and leading the day-to-day operations of the IT support team. This position will play a crucial role in ensuring the delivery of high-quality technical support to end-users and maintaining the overall efficiency of the IT support center. This position requires a strong combination of leadership, technical expertise, and excellent communication skills. This position will be located in Livonia, MI. It is 100% onsite.

As an IT Support Center Manager, you will:

• Lead and motivate a team of IT support professionals
• Foster a positive and collaborative work environment
• Provide guidance, coaching, and performance feedback
• Oversee the daily operations of the IT support center
• Ensure timely and effective resolution of technical issues
• Monitor and report on key performance metrics
• Implement and improve support processes to enhance efficiency
• Ensure a high level of customer satisfaction through effective communication and issue resolution
• Collaborate with other departments to address user needs and concerns
• Stay updated on the latest IT trends and technologies
• Provide technical guidance and support to the team
• Troubleshoot complex technical issues

• U.S. Citizen or U.S. Permanent Resident allowing for ITAR or CMMC compliance.
• Bachelor's degree in Information Technology or related field or equivalent experience
• Minimum of (7) years of work experience supporting and maintaining endpoints, peripherals, Active Directory and Office Productivity Applications
• Experience working with different cross functional teams
• Excellent oral and written communication skills including ability to interact effectively with customers, vendors, and team members
• Leadership and organizational skills
• Ability to manage multiple projects, prioritize, and execute tasks successfully
• Familiarity with Service Desk software and tools
• Knowledge of IT security best practices
• Strong project management skills

• Knowledge of data protection operations and legislation [e.g. NIST 800- 1/1, CMMC (Cybersecurity Maturity Model Certification), GDPR (General Data Protection Regulation)]
• Knowledge of a project management solution such as MS Project
• Knowledge of Visio or similar diagramming software
• Knowledge of the budgeting process