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Volkswagen of America, Inc · 1 day ago

IT Service Desk and Deskside Team Lead

Auburn Hills, MI

Full-time

Hybrid

Senior Level

7+ years exp

Volkswagen of America, Inc is one of the world’s leading automobile manufacturers, and they are seeking an IT Service Desk and Deskside Team Lead. This role is responsible for managing the IT Service Desk operations and leading a team of Desktop support technicians to provide exceptional customer service to corporate and dealer end-users across North America and Canada.

AutomotiveCommercialManufacturing

H1B Sponsor Likely

Responsibilities

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

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

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

Qualification

IT Service Desk LeadershipDesktop Support ManagementIT Operations ExperienceRelevant Industry CertificationITIL Certification

Required

7+ years IT Operations experience

7+ years IT Service Desk Leadership

5+ years Desktop Support Management

5+ years managing technical resources

Bachelor's degree, or equivalent experience

Preferred

Relevant Industry Certification

ITIL Certification

Company

Volkswagen of America, Inc

Glassdoor4.0

Founded in 1955, Volkswagen of America, Inc., an operating unit of Volkswagen Group of America, Inc. (VWoA) is headquartered in Reston, Virginia.

Founded in 1955

Auburn Hills, Michigan, USA

1001-5000 employees

https://www.vw.com/

H1B Sponsorship

Volkswagen of America, Inc has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (31)

2024 (14)

2023 (26)

2022 (51)

2021 (27)

2020 (48)