IT Helpdesk Supervisor

Join the Mitsubishi Motors North America (MMNA) Team!  

Summary of Role: The IT Helpdesk Supervisor oversees comprehensive desktop computing operations and leads a team of specialists providing technical support to corporate offices and dealer locations across North America. This role combines hands-on technical expertise with operational oversight, including help desk coordination, large-scale hardware deployments, user onboarding, and service level agreement compliance. The position requires strong leadership skills and the ability to manage multiple priorities while ensuring seamless technology experiences for hundreds of internal users and dealer network partners.

Responsibilities: 

• Lead High-Performing Team - Supervise and mentor desktop specialists who provide rapid response to hardware, software, and peripheral issues across corporate offices and remote dealer locations throughout North America
• Drive Operational Excellence - Manage day-to-day desktop computing operations, ensure SLA compliance for internal users and dealer network, and oversee help desk management systems with priority-based ticket tracking
• Oversee Large-Scale Deployments - Supervise technicians and vendors during enterprise-wide PC hardware implementations, coordinate lease expiration replacements, and manage system imaging and documentation procedures
• Streamline User Onboarding - Lead new employee and dealer setup processes including PC configuration, workstation equipment provisioning, and secure network access establishment for business systems
• Manage Service Delivery - Process client service requests including software installations, security access modifications for fileshares/SharePoint sites, and business application permissions
• Solve Complex Problems - Isolate recurring technical issues, coordinate troubleshooting efforts until permanent solutions are implemented, and collaborate with other IT departments on cross-functional projects
• Optimize System Requirements - Consult with end-users to determine optimal hardware and software configurations, ensuring technology solutions align with business needs and user productivity goal
• Deliver Strategic Insights - Prepare comprehensive daily, weekly, and monthly performance reports with statistical analysis and graphical reporting to support departmental decision-making and continuous improvement

Required Qualifications:

• 3+ years experience in a Help Desk environment providing PC hotline and end-user computing support and 1+ experience managing IT projects.
• Experience in mentoring team members in technical training and processes.
• Prior experience with ticket system administration (ServiceNow, Remedy, Numara, etc.)
• Experience with Helpdesk ticket SLAs
• Experience with AV and web conferencing support.
• Experience with Windows 11 operating system.
• Experience with Microsoft O365 suite, InTune and TEAMs.
• Experience with Call Center and Customer Relationship Management procedures.
• Experience with Inventory and asset tracking
• Prior experience with Network/Systems/Email Administration.

Pay Transparency: 

The base salary for this position ranges between $70,000 to $80,000. The base salary will be based on a number of factors including the role offered, the individual's job-related knowledge, skills, and qualifications. In addition to base salary, we are proud to offer a comprehensive and competitive benefits package for all eligible employees which also includes 401k with company match, Mitsubishi Lease Program, and a full range of medical, financial, and other perks and benefits.

Perks and Benefits:

• Family First: Enjoy comprehensive healthcare coverage, including medical, dental, and vision plans.
• Be a Proud Mitsubishi Ambassador: Take advantage of our Discounted Employee Lease Car program, covering insurance, maintenance, and registration fees, with no down payment or credit check required.
• Drive with Perks: This position comes with monthly vehicle discount, contingent upon a satisfactory driving record.
• Secure Your Future: Benefit from our 401(k) with Company match and annual contributions based on years of service.
• Fuel Your Growth: Access professional development opportunities, including training, tuition reimbursement, and employee resource groups.
• Take Time for Yourself: Enjoy up to 30 days of paid time off, including holidays, vacation, and other leave options.
• Hybrid Working Environment: Experience the perfect balance of remote and in-office work (~2 days remote, 3 days in-office) at our modern office, located in the vibrant Franklin, TN area.
• Thrive in an Open Environment: Experience our collaborative workspace where ideas flow freely.

The MMC Way:

Our values form the foundation of everything we do. At Mitsubishi Motors, we are committed to a set of core principles that guide our actions, decisions, and interactions. Our values reflect who we are as a company, how we collaborate, and the impact we aspire to make. These values are what we call the MMC Way:

• Think of Our Customers, Strengthen Trust
• Enrich Society
• Welcome All Facts, Share Difficult News First
• Conduct and Challenge Yourself Professionally
• Respect All, Work as a Broader Team

Diversity and How to Apply:

At MMNA, we embrace the strength that diverse perspectives and experiences bring to our team. Our application process is designed to champion inclusion and equity. We're on the lookout for the ideal fit for each role, valuing skills and experiences over traditional education or specific company backgrounds. Feel encouraged to apply, even if your profile doesn't precisely match the job description. We invite you to delve into a few thought-provoking questions in our application, offering you the opportunity to showcase your unique talents and insights right from the start.

Once you've submitted your application, expect to hear from us within 7 business days. We're committed to keeping you informed about the status of your application, ensuring transparency and open communication throughout the process. We understand that perfection is a journey, and if you ever have questions about your application or the process itself, don't hesitate to reach out to your recruiter. 

Mitsubishi Motors is proud to be an equal-opportunity employer, excited about collaborating with talented individuals of all identities. We do not discriminate based on identity, aligning with our commitment to fostering a diverse workplace. Our code of conduct serves as a guiding light for the company we aspire to be, celebrating our differences as the driving force behind a product that serves a global user base. 

We welcome applications from individuals with disabilities and is prepared to provide reasonable accommodations. If you require such accommodations for the job application or interview process, please email mmna-talent_acquisition@na.mitsubishi-motors.com.

We hope you will join us on this journey where your dedication aligns with our values, creating an environment that fosters growth, collaboration, and meaningful contributions.

Click here to learn more about what it's like at MMNA!