Lead IT Field Support

Lead It Field Support

This position will serve as a strategic partner and technology leader, driving collaboration between business and IT teams to deliver impactful, global solutions aligned with organizational goals. The position leads Field Support Services, ensuring robust technical planning, architecture design, and the adoption of appropriate technologies across the enterprise. It is responsible for delivering high-quality IT services, managing service desk operations, and supporting end users and VIPs throughout the region. With a focus on operational excellence, the role standardizes infrastructure, monitors performance, and enforces cybersecurity practices. Additionally, it oversees regional Field Services teams, guiding incident resolution, onboarding processes, and system upgrades, while fostering continuous improvement and adherence to IT lifecycle standards.

• Act as a change leader to promote IT benefits and usage across departments. • Collaborate with Dana IT teams to ensure consistent and optimal user experience. • Estimate effort and timelines for Field Support Services based on requirements. • Develop and maintain application roadmaps within supported areas. • Lead and organize projects for implementing new software tools and systems. • Align technical capabilities with business needs, considering key cycles and migration planning. • Facilitate strong business relationships between IT and other departments. • Oversee daily operations of the Regional Field Services team, including: • Service Desk incident resolution • End User Services (EUS) and VIP support • New hire IT setup (computers, accounts, etc.) • Monitoring/upgrading desktop apps, antivirus, and security • Managing IT-related plant and office outages • Drive process standardization and infrastructure support across the region. • Use metrics to manage and improve regional IT services. • Enforce hardware/software standardization per enterprise infrastructure guidelines. • Conduct performance reviews and promote continuous improvement within the team. • Plan and execute audits of facilities and offices as needed. • Troubleshoot and optimize tools, systems, and software related to Field Support. • Ensure cybersecurity through patching and hardening of IT assets. • Maintain formal documentation of Regional Field Support Services. • Coordinate with Dana IT teams to uphold standards and processes across the IT lifecycle. • Manage IT and business resources to deliver systems development projects on time and within budget.

Education • Bachelor's degree in Information Systems, Engineering, Computer Science, Business, or a related discipline. • 10+ years of relevant professional experience. Experience • 7+ years of relevant IT experience. Language Skills • Fluency in English (reading, writing, and speaking). • Additional language skills are desirable. Certifications • Preferred: CompTIA A+, ITIL, PMP, CISA, or other relevant IT industry certifications. Additional skills • Strong analytical and problem-solving abilities. • Excellent oral and written communication skills. • Effective team-building and leadership capabilities.