IT Helpdesk Supervisor

Overview

Hybrid
Up to $80,000
Full Time

Skills

Customer Relationship Management (CRM)
End-user Computing
Help Desk
Help Desk Management
Microsoft Windows
Leadership
Onboarding
ServiceNow
Technical Support
Audiovisual
Computer Hardware
Customer Service
Inventory
Operating Systems

Job Details

<>Join the Mitsubishi Motors North America (MMNA) Team! </>
At Mitsubishi Motors NA, we are driving innovation, quality, and excellence in the automotive industry. Our commitment to delivering cutting-edge vehicles goes hand in hand with our dedication to fostering a dynamic and inclusive work environment.
Our team members are the driving force behind our success, and we believe in empowering individuals to contribute their unique skills and perspectives. We are a collaborative and forward-thinking team that values diversity, creativity, and continuous improvement.
At MMNA, your career is not just a job but a journey of growth. Benefit from ongoing employee development programs, contribute to our impactful Community Relations initiatives, and enjoy a range of employee benefits that make your experience with us exceptional.
Be part of a company proud of its heritage and excited about the future where together, we shape the future of mobility and drive success in every mile.

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.

This position does not include be authorized to work in the United States without employer sponsorship now or in the future.

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.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

About Mitsubishi Motors North America