Brief Role Description

This position is Career Level 20L, located in Auburn Hills, MI, with a Role Classification of Hybrid.

Role Summary

Under the general supervision of the Senior Manager End User Computing & IAM Services, the IT Service Desk and Desktop Support Team Lead is responsible for the operation of the 24x7x365 IT Service Desk, including people, process, and technology usage in order to provide the best customer service to our Corporate and Dealer end-users. This role is also responsible for managing a team of Desktop support technicians in VWGoA/VGCA locations across North America & Canada.

This position is responsible for ensuring the prompt response of the of IT Service Desk and Desktop Support team members to fulfill requests and resolve incidents in the established timelines. This role ensures compliance with standards, providing consistency and dependability in meeting customer and organizational expectations, and meeting Service Level Agreements (SLA) with high-quality customer service. Working with the team members, the manager will ensure workload equity, provide coaching and mentoring for staff, and develop strong collaboration with other functions in IT Services.  This lead will identify problems and escalate to appropriate groups for resolution along with solicit feedback from the end user community to continuously improve services.

This role is responsible for managing an IT Service Desk that supports 300+ local and global applications local and global, ~7500 corporate and vendor users, and ~45,000 dealer users.  The position leads desktop services for 54 sites across US and Canada, with onsite technicians sitting at 5 key locations.

This role creates daily reports on key metrics and a monthly roll-up report of all performance metrics and value added services. The position requires participation in a 24x7x365 on-call support rotation for managing high priority Incidents that may arise in the IT environment.

Role Responsibilities

Operations – 60%

• Responsible for the delivery of services of the day-to-day operation of the Service Desk, including people, process, and technology usage in order to provide the best customer service to our IT end-users.
• Manages and prioritizes the activities and personnel associated with providing technical services to clients by identifying, prioritizing, and confirming resolution of reported problems with desktop, laptop, and networked systems.

• Fosters collaboration and resolves problems that could deter prompt service delivery.
• Ensures the Incident Management Process is adhered to through quality audits and direct interaction with our service provider
• Manages the delivery of our High Priority Incident process
• Handles escalations from Customers and Colleagues.
• Responsible for the continuous improvement of all Service Desk Processes.
• Provide weekly, monthly and yearly SLA reporting to Management.
• Ensures that all phases of desktop support, including installations, upgrades, software, hardware, and system issues, are properly coordinated, monitored, tracked, and resolved.
• Ensures that security procedures are implemented and enforced.
• Oversees updates to asset records to ensure timely and accurate inventories are available.
• Plans, organizes, and implements support functions to meet end-user requirements.
• Manage hardware imaging for hardware deployment and break fix activities.
• Ensures that all processes are well documented and being followed.
• Participates in IT Audits (local or from Germany).
• Identifies other areas for improvement to further increase customer satisfaction.
• Reviews and recommends industry best practices to implement and manage service desk and desktop support operations.
• Informs management of critical issues that may affect clients and provides recommendations for mitigation.
• Interface with VWGoA (CERT) Computer Emergency Response Team as needed to analyze and respond to mitigate risks as appropriate.
• Represent the Service Desk in Change Control and project meetings
• Administers and develops process and controls over Image and Transactional Surveys compliment/complaints
• Develops and administers VIP relationships and ensure the proper support processes are in place to exceed expectations of VIP’s and high profile clients

Leadership - 30%    

• Provide governance and direction to Incident Manager, Deskside Technical Lead, Service Desk Supervisor, Deskside Technicians, and Service Desk Analysts
• Establish and improve controlling processes and train colleagues on these processes
• Coordinate & provide feedback to the different areas of responsibility ensuring proper, timely flow of information between departments
• Communicate and ensure the adherence of established policies and procedures within area of responsibility
• Recommend, review and audit quality assurance processes
• Participate in internal/external audit, compliance and legal hold activities

Strategy – 10%

• Participate in the planning of operational and personnel expenses for the annual business plan and budget
• Continuous improvement of management oriented reporting and tracking mechanism to provide managers with the necessary tools for better decision making
• Coordinate and monitor monthly performance for risks & opportunities in the context of ensuring transparency of full year financial results
• Recommend KPIs for Service Desk performance

Qualifications

Years of Experience:

• 7+ years IT Operations experience.
• 7+ years IT Service Desk Leadership
• 5+ years Desktop Support Management
• 5+ years managing technical resources.

Education Required:

• Bachelor’s degree, or equivalent experience

Education Desired:

• Relevant Industry Certification
• ITIL Certification