What are the responsibilities and job description for the IT Help Desk Supervisor position at Toyo Tire?
Toyo Tire Holdings of Americas, Inc is looking to hire an IT Help Desk Supervisor who will be a key member of the IT Department whose efforts will help guide, support and lead the Help Desk team. This role will provide the necessary guidance so that the team can successfully fulfill service inquiries, diagnose and troubleshoot problems, and or escalate issues as needed to ensure timely resolution. The IT Help Desk Supervisor will provide on-site support to end-users and will require excellent communication skills and a customer-oriented approach. The Help Desk Supervisor is a proactive leader overseeing the workload and coordination of a help desk team in a dynamic and around the clock manufacturing environment located in White, Georgia.
• Partner and collaborate with the IT Senior Manager to provide feedback on the team performance. Recognize outstanding contributions and identify team members who require additional support or training to enhance productivity.
• Provide support and guidance to the Help Desk members, including on-the job training efforts.
• Monitor team KPIs to ensure high service standards are met consistently.
• Take the lead in troubleshooting and resolving issues, setting a high standard of service excellence and hands-on leadership.
• Serve as the primary point of contact for escalated issues and coordinate resolutions with cross functional teams.
• Build and manage a Help Desk Knowledge Base.
• Adjust personal work schedule as necessary to provide leadership on weekends or at critical times, ensuring coverage and operational consistency.
• Provide first-line support for plant operations, including assistance with robots, complex machinery, network issues, infrastructure, and applications. Ensure efficient communication and escalation processes are in place to resolve issues swiftly.
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Prepare and analyze reports on Help Desk performance and productivity.
• Promotes and fosters a culture of collaboration, team environment, advocate for growth and continuous learning.
• Helps team members become equipped with the skills and knowledge necessary for their next career steps.
• Maintain daily performance of computer systems.
• Guide and support customers through problem-solving processes.
• Work shut down weeks of Memorial Day and Christmas week for IT system maintenance and updates.
• Must have the abilities to install, modify, and repair end user computing hardware and software.
• Oversight and full management of hardware devices including inventory, maintenance, and cleaning.
• Must have the abilities to run diagnostic programs to help resolve problems.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Install computer peripherals for users.
• Follow up with customers to ensure issue has been resolved.
• Work is generally in an office but work outside of the office in hot areas may be required.
• Physically able to lift and move computers and printers.
• Monitor, evaluate, and continually improve the quality of the support provided, ensuring alignment with factory goals and service level agreements.
• Other duties as assigned.
At Toyo Tires, our purpose for everything we do is clear: We make tires people love! Our team of talented professionals embody the company’s five core values, which include: Trust, Learn, Tenacity, Ownership, and Empathy. With passion and persistence (Grit), our team makes tires people love.
Toyo Tire Holdings of Americas, Inc (TTHA) is the U.S. subsidiary of Toyo tire Corporation located in Itami, Japan. Toyo Tire Holdings of Americas, Inc is headquartered in Costa Mesa, California. TTHA and its group of companies manufacture, import, market, sell, and distribute Toyo and Nitto brand tires in the U.S., Canada, and Mexico.
EQUAL EMPLOYMENT OPPORTUNITIES POLICY
Toyo/Nitto provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Toyo Tire Holdings of Americas, Inc values the contribution each employee brings to our organization. The starting pay will vary based on a number of factors, including, but not limited to education and experience within the job and/or industry. The salary range listed is what we reasonably expect to compensate generally for candidates that meet the specified qualifications and requirements listed on the specific job description. We provide a competitive compensation package along with a robust benefits program to meet your needs.
The salary range for this position is $72,522 to $95,000
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Proven experience in a help desk and technical supervisory role, preferably in a manufacturing or industrial setting.
• Ability to provide hands-on support and lead by example in resolving technical issues.
• Good working knowledge of end user technology.
• Basic understanding of Servers, TCP/IP, LAN/WAN connectivity.
• Familiar with helpdesk ticketing systems and SLAs.
• Knowledge of ManageEngine Desktop Central a plus.
• Basic Print Server connectivity/setup on desktop sessions.
• Must be able and willing to work weekends and holidays as needed.
• Knowledge of VMWare Carbon Black and Cisco Prime Infrastructure preferred but not required.
• Knowledge of SOTI MDM for iPad/iPhone and Handheld Computer/Scanner management.
• Knowledge of Ivanti Avalanche for Legacy scanner management.
• Excellent communication skills, capable of conveying technical concepts in simple, user- friendly terms.
• Proficient in managing multiple tasks in a fast-paced environment while maintaining a focus on quality and customer service.
• Strong leadership skills with the ability to manage and motivate a team indirectly.
• Excellent problem-solving skills and the ability to prioritize effectively under pressure.
• Strong communication and interpersonal skills, capable of working effectively with various departments and team members.
• Technical proficiency with IT systems relevant to manufacturing environments, including network management and support for industrial automation.
SUPERVISORY RESPONSIBILITIES
Supervise subordinates to support the administrative functions of the position. Involve in the discussion for the overall direction, coordination and evaluation of this function. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work.
EDUCATION and/or EXPERIENCE
Associates degree in Computer Science, Information Technology, or a related field is required. A Bachelor's degree in these fields is preferred. At least 3-5 years of experience in IT Support, with a minimum of 2 years in a supervisory or management role. 10 years in an IT support role with at least 4 years in supervisor/management role may substitute for the education requirement. Demonstrated ability to lead a help desk team, manage workloads effectively, and ensure high levels of customer service and support.
Salary : $72,522 - $95,000