IT Service Desk and Deskside Team Lead

Company:
Volkswagen Group of America, Inc.

Location:

Auburn Hills, MI, US, 48326

Department: IT and Digitalization

Working Model:
Full-time

Contract Type:
Unlimited

Remote Working:
According to company policy

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

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. The role also manages 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 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 elevate them to appropriate groups for resolution while soliciting feedback from the end user community to continuously improve services.

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

This role creates daily reports on key metrics and a monthly roll-up 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.

• 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.
• Provides 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.
• Manages 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.
• Interfaces with VWGoA (CERT) Computer Emergency Response Team as needed to analyze and respond to mitigate risks as appropriate.
• Represents the Service Desk in Change Control and project meetings.
• Administers and develops process and controls over…