Manager, User Experience

Manager, IT Operations We are seeking an experienced and highly motivated Manager to lead our team of IT professionals responsible for providing technical support to our employees. The ideal candidate will be responsible for all IT operations at a site, supporting users and overseeing the daily operations of the Deskside Support team, and ensuring that all incidents and requests are managed effectively and in a timely manner. The Manager will also be responsible for driving continuous improvement of our support processes and user experience. The Manager is responsible for applying global Customer services standards to the region and is part of the Global Customer services team. Your Responsibilities: Manage a team of Deskside Support technicians, providing guidance and support as required Provide technical support to end-users, diagnosing and resolving hardware, software, and connectivity issues Ensure that all incidents and requests are resolved in accordance with defined SLAs Monitor team performance and identify areas for improvement Drive continuous improvement of support processes, tools, and techniques Develop and maintain excellent relationships with all stakeholders, including end-users, management, and other IT teams Provide regular reports on team performance and KPIs Ensure that team members are trained and equipped to deliver a high standard of support Develop and maintain documentation related to support processes, tools, and techniques Participate in the development of IT strategies and roadmaps Serve as IT point of contact and participate in evaluation and recommendation of any new IT assets for the site Serve as liaison and oversight for any outsourced IT service that is provided by global IT and has been approved by Divisional IT Management Advise on the budget for their area of responsibility Who We Are Looking For: At least 5 years of experience in a similar role with a team of Deskside Support technicians or other IT area technicians Strong technical knowledge of desktop hardware, operating systems, and software applications Proven track record in delivering high-quality customer service Strong leadership skills Knowledge of ITIL and IT service management processes is a plus At Magna, we believe that a diverse workforce is critical to our success. That's why we are proud to be an equal opportunity employer. We hire based on experience and qualifications, and in consideration of job requirements, regardless of, in particular, color, ancestry, religion, gender, origin, sexual orientation, age, citizenship, marital status, disability, or gender identity. Magna takes the privacy of your personal information seriously. We discourage you from sending applications via email to comply with GDPR requirements and your local Data Privacy Law. AI-Assisted Screening Disclosure: As part of our commitment to a fair, consistent, and efficient recruitment process, we may use artificial intelligence (AI) tools to assist in the initial screening of applications submitted through our Workday system. These tools help identify qualifications and experience that align with the role requirements. Please note that AI is used solely to support our recruiters. Final decisions are always made by the hiring manager and the hiring team. Importantly, no applicant data is shared externally through these AI tools. All information remains securely within our systems and is handled in accordance with our privacy and data protection policies. Under conditions defined by applicable law, you may have the right to request an explanation of how AI is used to support decision-making. If you have any questions or concerns about this process, feel free to contact our Talent Attraction team.