IT Service Desk Lead
What Makes a Honda, is Who makes a Honda
Honda has a clear vision for the future, and it’s a joyful one. We are looking for individuals with the skills, courage, persistence, and dreams that will help us reach our future-focused goals. At our core is innovation. Honda is constantly innovating and developing solutions to drive our business with record success. We strive to be a company that serves as a source of “power” that supports people around the world who are trying to do things based on their own initiative and that helps people expand their own potential. To this end, Honda strives to realize “the joy and freedom of mobility” by developing new technologies and an innovative approach to achieve a “zero environmental footprint.”
We are looking for qualified individuals with diverse backgrounds, experiences, continuous improvement values, and a strong work ethic to join our team.
If your goals and values align with Honda’s, we want you to join our team to Bring the Future!
Job Purpose
- We are seeking an experienced IT Service Desk Lead to act as the primary interface between business stakeholders, IT operations, and managed service providers.
- This role ensures seamless IT service delivery, strong change governance, and high-quality support operations while driving continuous improvement across Service Desk processes.
Key Accountabilities
- Serve as the primary liaison between Service Desk, business units, and affiliate organizations
- Lead Major Incident Management (SEV1/SEV2), including stakeholder communication and resolution coordinationAdminister and facilitate Change Advisory Board (CAB) governance processes
- Drive Service Desk readiness for system, process, and organizational changes
- Monitor vendor performance, SLAs, and continuous improvement initiatives
- Support ITIL-aligned processes across Incident, Change, and Knowledge Management
- Partner with project teams to enable smooth transition into production support
- Develop training, communication, and knowledge strategies for support teams
Qualifications, Experience, and Skills
- A Bachelor’s level degree in a STEM field of study or equivalent relevant work experience, along with certifications.
- 5 to 8 years in IT Service Management / Service Desk / IT Operations
- Experience in major incident management, CAB/change governance, and vendor management
- Strong understanding of ITIL frameworks and service delivery models
- Proven ability to work across business, IT, and vendor stakeholders
- Excellent communication, facilitation, and analytical skills
- Highly desirables: ITIL certification, Agile/Lean methodologies
Workstyle
- This is an onsite job. One remote workday per week may be possible with prior departmental apporval
Visa sponsorship issues
- This position is not eligible for work visa sponsorship.
Relocation assistance
- Not eligible
What differentiates Honda and make us an employer of choice?
Total Rewards:
- Competitive Base Salary (pay will be based on several variables that include, but not limited to geographic location, work experience, etc.)
- Paid Overtime
- Regional Bonus (when applicable)
- 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:
- Tuition Assistance & Student Loan Repayment
- Lifestyle Account
- Childcare Reimbursement Account
- Elder Care Support
- 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.
Support pay context
Based on 786 disclosed Support salaries on RoleSuite, the role pays a median of $71K/year, with most offers between $53K and $109K (10th–90th percentile: $45K–$151K).
This posting lists $72K–$90K, above the $71K market median.
See the full Support salary breakdown →