IT Service Desk and Deskside Team Lead

Role Summary

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

Role Responsibilities

• Operations – 60%
• Deliveries services of the day-to-day operation of the Service Desk, including people, process, and technology usage.
• Manage and prioritize the activities and personnel associated with providing technical services to clients.
• Foster collaboration and resolve problems that could deter prompt service delivery.
• Ensure the Incident Management Process is adhered to through quality audits and direct interaction with our service provider.
• Handle escalations from Customers and Colleagues.
• Responsible for the continuous improvement of all Service Desk Processes.
• Provide weekly, monthly and yearly SLA reporting to Management.
• Ensure that all phases of desktop support, including installations, upgrades, software, hardware, and system issues, are properly coordinated, monitored, tracked, and resolved.
• Ensure that security procedures are implemented and enforced.
• Oversee updates to asset records to ensure timely and accurate inventories are available.
• Plan, organize, and implement support functions to meet end-user requirements.
• Manage hardware imaging for hardware deployment and break fix activities.
• Ensure that all processes are well documented and being followed.
• Participate in IT Audits (local or from Germany).
• Identify other areas for improvement to further increase customer satisfaction.
• Review and recommend industry best practices to implement and manage service desk and desktop support operations.
• Inform management of critical issues that may affect clients and provide 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.
• Coincordinate 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.