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Mgr Service Support

Cox Automotive

North Hills, NY
Job Code:
Cox Automotive
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Job Details

Company Cox Automotive
Title: Mgr Service Support
JobID: 1717324
Category: Information Technology
Industry: Cox Automotive
Job Type: Full-time


Cox Automotive is the only company in the world that offers a complete set of solutions for the automotive dealer. We go further to connect the pillars of our industry to drive results for our full universe of clients, including dealers, lenders, OEMs and consumers. From inventory and marketing to sales and service — through each stage of a car’s life — we’re connected to the process.

The Service Support Manager will be responsible for the strategic direction as well as the day-to-day tactical operations of the Desktop Support group. The candidate will report to the Senior Manager Service Support for Team Member Services.

Your Role:
  • Directing staff to solve business problems in trouble tickets and in any other method of service requested
  • Hiring, coaching, mentoring, reviewing and terminating direct reports
  • Daily review and updates to tickets
  • Develop and report on SLAs/KPIs for tickets and all other services
  • Make recommendations for improvements to the structure and tools used by the Helpdesk and Desktop Support teams
  • Work with the Infrastructure Manager to coordinate activities and schedules
  • Provide and participate in Root Cause Analysis as needed/requested following incidents impacting multiple users
  • Manage desktops and laptops as well as the systems used to support, image, patch and inventory them


  • 5+ years of managing teams focused on technical support and customer service
  • 8+ years of experience in a fast-paced corporate Infrastructure, Helpdesk or Development environment
  • College Degree or equivalent work experience
  • Aptitude for prioritization of multiple work requests
  • Understanding of Mac and Windows desktop OS, software and hardware
  • Proficiency with trouble ticket management systems
  • Excellent problem resolution skills, communication, teamwork and customer service skills
  • Prior experience with Service Now is a plus
  • Ability to work alternate schedule, overtime, nights and weekends
  • Occasional travel may be required

About Cox Automotive


Cox Automotive is transforming the way the world buys, sells and owns cars with industry-leading digital marketing, retail, financial and wholesale solutions for consumers, dealers, manufacturers and the overall automotive ecosystem worldwide. The Cox Automotive family includes Autotrader®,®, Dealertrack®, Kelley Blue Book®, Manheim®, NextGear Capital®, vAuto®, VinSolutions®, Xtime®, incadea® and a host of other brands. With a complete and connected view of the automotive ecosystem, Cox Automotive is a global company connecting people, cars and capabilities with services that link the automotive value chain. Cox Automotive is a subsidiary of Cox Enterprises. For more information about Cox Automotive, visit

Organization: Cox Automotive

Primary Location: US-NY-North Hills-3400 New Hyde Park Rd

Employee Status: Regular

Job Level: Manager/Senior Manager

Shift: Day Job

Travel: Yes, 5 % of the Time

Schedule: Full-time

Unposting Date: Ongoing
Apply on the Company Site
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