Manager, Information Technology

• Lead internal and outsourced helpdesk teams, ensuring timely resolution of IT tickets and incident management.
• Oversee the outsourced IT service providers, ensuring adherence to SLAs and performance metrics.
• Conduct regular performance reviews with outsourcing partners, providing feedback and driving improvements.
• Develop and enforce SOPs and standardized workflows for both internal and external IT support teams.
• Implement automation and process improvements to increase the efficiency of IT support operations.
• Act as an escalation point for high-priority technical issues requiring leadership intervention.
• IT Budget & Financial Management

• Oversee local IT budget, including forecasting, monitoring, reporting, evaluating, and approving expenditures.
• Attend budget hearings and present IT financial status and forecasts to leadership.
• Manage purchasing activities, including requisitions (reqs), purchase orders (POs), approvals, and receiving.
• Ensure cost-effective IT procurement and compliance with corporate purchasing policies.
• IT Compliance & Audit Management

• Ensure adherence to regulatory and compliance requirements (JSOX).
• Prepare for and lead internal and external IT audits, ensuring documentation and processes are compliant.
• Maintain an up-to-date IT risk management and compliance framework.
• Reporting & Performance Monitoring

• Generate and present monthly reports to executives on NAITS activities, incidents, and change management (CMs).
• Provide weekly IT reports to plant management, keeping stakeholders informed of IT-related issues and improvements.
• Monitor local Key Performance Indicators (KPIs) and implement process enhancements based on data insights
• IT Service Management & User Support

• Lead helpdesk operations to ensure timely resolution of IT tickets and incident management.
• Ensure efficient ticket handling and escalation processes to meet SLAs.
• Act as a liaison for executives, plant management, and corporate function leaders, fielding IT-related concerns.
• Assist users who are unsure of IT contacts by directing their requests to the appropriate NAITS teams.
• Oversee IT change management communications, ensuring that affiliate users are informed of upcoming updates, system changes, and scheduled outages.
• IT Policy Standardization & Documentation

• Verify, update, and align local IT policies and SOPs with NA standards.
• Participate in NAITS-wide steering committees to standardize IT governance across affiliates.
• Assist in hardware standardization efforts, ensuring alignment with corporate standards for PCs, scanners, printers, and other IT assets.
• IT Coordination and Collaboration

• Coordinate IT activities with the Infrastructure Team, IoT Team, and Manufacturing Operation Support.
• Lead cross-functional meetings with Client Services, Infrastructure, and Enterprise Application teams to facilitate information exchange.
• Serve as an active member of the Change Advisory Board (CAB), ensuring proper IT change management processes.
• IT Leadership & Affiliate Representation

• Attend local affiliate group meetings (e.g., HR, BP, Production) to represent NAITS and advocate for affiliate IT needs.
• Champion the needs of the local affiliate to NAITS leadership and ensure reciprocal communication.
• Market NAITS initiatives to affiliate users and stakeholders, promoting awareness and adoption of IT services.
• Crisis Management & Risk Mitigation

• Maintain and improve Crisis Management protocols, acting as the primary point of contact for IT-related incidents.
• Ensure disaster recovery and business continuity plans are up to date and well-communicated.
• IT Asset Management & Standardization

• Drive digital asset standardization across all North American sites, ensuring consistency in IT infrastructure and management.
• Lead project coordination efforts between NAITS and local affiliates, ensuring smooth implementation of IT initiatives.

• Bachelor's degree in information technology, Computer Science, Business Administration, or a related field.
• 8+ years of experience in IT helpdesk management, IT service operations, or infrastructure coordination.
• Experience in people management preferred.
• Experience in manufacturing Help Desk Support, infrastructure support, or corporate IT services is preferred.

• Strong knowledge of Windows 11, Microsoft 365, and Active Directory.
• Familiar with ServiceNow ITSM Tool
• Experience with SCCM for software deployment and system imaging.
• Familiarity with VPN, VDI, RSA tokens, and remote access troubleshooting.
• Hands-on experience with PC hardware installations and software upgrades.
• Strong understanding of networking fundamentals (TCP/IP, DNS, DHCP).
• Excellent communication and stakeholder management skills, capable of working with executives, frontline employees, and IT teams.
• Strong problem-solving abilities and the capacity to manage IT challenges under pressure.
• Process improvement mindset, with the ability to standardize and automate IT workflows.
• Experience in cross-functional collaboration, leading IT discussions across multiple departments.
• Project management experience (PMP, ITIL, or Agile certifications are a plus).
• Ability to work independently while also being a collaborative team player.
• Project management experience (PMP, ITIL, or similar certification is a plus).
• Experience with automation tools to streamline IT support tasks.

• Health, Dental, Vision, Prescription Drug plans
• Life and Accidental Death & Dismemberment Insurance
• Flexible Spending Account
• Employee Assistance Program
• 401K with 4% company match
• Bonus Program
• Wellness Program
• Onsite Fitness Center (vary by location)
• Tuition Reimbursement
• Career Development and Ongoing Training
• Paid holidays and vacation
• Cafeteria and food markets (vary by location)
• Volunteer opportunities
• Employee recognition (employee and milestone events)

Denso