IT User Support Principal Specialist

Honda is committed to creating an inclusive, innovative workplace that drives mobility and zero environmental impact. This role is a vital part of that vision. Job Purpose Lead and evolve a geographically distributed End User Support organization across North America, delivering high‑quality, user‑centric IT services for over 30,000 devices and 26,000 users across 80+ locations, including manufacturing and corporate environments. Key Accountabilities Operational Leadership & Service Delivery Lead end‑user support operations (Deskside, Executive Support, Print) across North America, ensuring high performance in incident, request, and asset lifecycle management. Oversee third‑party vendors and managed services to deliver consistent, high‑quality support aligned to SLAs and KPIs. Strategy, Governance & Transformation Define and drive global End User Services strategy, including service processes, standards, and governance frameworks. Lead initiatives for standardization, automation, and service modernization to enhance user experience and scalability. Align regional delivery with enterprise IT and ITSM strategy. Team Leadership & Capability Building Develop and coach a high‑performing team through performance management, mentoring, and engagement practices. Foster a culture aligned with organizational values, accountability, and continuous improvement. Project & Continuous Improvement Delivery Deliver service improvement initiatives and projects on time, within budget, and to quality expectations. Identify operational gaps and implement improvements to processes, tooling, and service delivery models. Stakeholder & Customer Engagement Build strong relationships across business, IT, and leadership teams to ensure services meet evolving needs. Drive user satisfaction and adoption of IT service management practices. Qualifications, Experience, And Skills At least 8 years of relevant IT work experience. 2 to 5 years of supervisory experience managing professionals. Proven experience managing vendors, budgets, and service delivery at scale. Strong understanding of ITSM principles (Incident, Request, Asset Management) and service operations. Experience defining or contributing to service strategy, operating models, or governance frameworks preferred. Knowledge of applicable data privacy practices and laws. Strong understanding of human resource management principles, practices, and procedures. Strong understanding of project management principles. Demonstrated ability to deliver technology services in complex environments with strong analytical problem‑solving skills and innovative thinking. High level of oral and written communication skills to interact with senior managers and stakeholders. Ability to research subjects and identify opportunities for continuous improvement. Ability to work under pressure and think clearly in challenging situations. Flexible approach and self‑sufficiency in a fluid organizational structure. ITIL Foundations, HDI Desktop Support Technician, Google IT Support Professional Certificate, A+, or similar certifications are preferred. Solid technical foundation across end‑user devices, Windows environments, MDM, and Microsoft 365. Strong leadership, communication, and stakeholder management skills. Self‑motivated, collaborative, and able to multi‑task in a fast‑paced environment. Strong end‑user expertise and troubleshooting skills on mobile, tablet, laptop, desktop, Windows, MDM, and Office 365. Strong governance and security expertise and in managing risks for end users. Experience preparing and delivering management‑level presentations. Excellent understanding of the organization’s goals and objectives. Workstyle This is an onsite job. One remote workday per week may be possible, based on departmental approval. Visa Sponsorship Issues This position is not eligible for work visa sponsorship. Relocation Assistance Not eligible. Total Rewards Competitive Base Salary (variable by location, experience, etc.) Regional Bonus (when applicable) Manager Lease Car Program (No Cost – Car, Maintenance, and Insurance included) Industry-leading Benefit Plans (Medical, Dental, Vision, Rx) Paid time off, including vacation, holidays, shutdown Company Paid Short‑Term and Long‑Term Disability 401(K) Plan with company match + additional contribution Career Growth Advancement Opportunities Career Mobility Education Reimbursement for continued learning Training and Development Programs Additional Offerings Lifestyle Account Childcare Reimbursement Account Elder Care Support Tuition Assistance & Student Loan Repayment Wellbeing Program Community Service and Engagement Programs Product Programs Honda is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor. #J-18808-Ljbffr