Position Overview

International Motors is seeking a Senior Lead End User Support Specialist – Night Shift to join our End User Support organization. This position provides hands-on technical support and operational leadership during the night shift, ensuring consistent support coverage, coordinating responses to high-impact technical issues, and serving as a senior resource for the night-shift support team.

General Posting statement for salaried night shift roles:

As International Motors continues to grow in San Antonio, we are expanding our production operations with the introduction of a night production shift. The night shift is Monday through Thursday from 5:30 PM to 4:00 AM, with production planned to begin in early 2027. This is a salaried position supporting a manufacturing operation. While the primary schedule aligns with the designated production shift, employees are expected to provide operational support as needed to meet business objectives. This may require working outside normal production hours, including extended shifts, production startup activities, recovery efforts, and occasional weekend support based on operational requirements.

Shift Differential: 10% differential upon transitioning to Night Shift work schedule.

Responsibilities

• Provide advanced end-user technical support and troubleshooting for hardware, software, access, and workplace technology issues.
• Coordinate and prioritize night-shift support activities, including escalations and higher-impact incidents.
• Serve as a technical escalation point and provide guidance to other support specialists.
• Help maintain consistent support processes, ticket quality, documentation, and appropriate escalation to other IT teams.
• Communicate significant incidents, recurring issues, and outstanding items to the appropriate teams for follow-up.
• Support continuous improvement of end-user support processes and the overall employee technology experience.

Minimum Requirements

• Bachelor's degree and at least 5 years of experience providing IT technical services and support using network remote access
• At least 1 years of lead experience
• OR
• Master's degree and at least 3 years of experience providing IT technical services and support using network remote access
• At least 1 years of lead experience
• OR
• At least 8 years of experience providing IT technical services and support using network remote access
• At least 1 years of lead experience

Additional Requirements

Qualified candidates, excluding current employees, must be legally authorized on an unrestricted basis (US Citizen, Legal Permanent Resident, Refugee or Asylee) to be employed in the United States. We do not anticipate providing employment related work sponsorship for this position (e.g., H-1B status)

Desired Skills

• Strong hands-on troubleshooting skills across Windows endpoints, Microsoft 365, hardware, software, and common enterprise end-user technologies.
• Experience with ServiceNow or a comparable IT service management platform and solid understanding of incident/request management practices.
• Strong leadership, prioritization, and escalation-management skills, particularly when working with limited supervision.
• Excellent written and verbal communication skills and the ability to work effectively with both end users and technical teams.
• Ability to analyze recurring issues, identify trends, and contribute to process improvement.
• Experience mentoring or providing technical direction to other support professionals.