About this role
About the Role Hybrid role based in Auburn Hills, MI. The IT Service Desk and Deskside Team Lead leads the 24x7 IT Service Desk and Desktop Support team, overseeing people, processes, and technology to deliver high-quality service to corporate and dealer end-users across North America and Canada. This role reports to the Senior Manager End User Computing & IAM Services and ensures SLA compliance and collaboration with other IT functions. What You'll Do
- Lead and manage the 24x7 IT Service Desk and Deskside Desktop Support team across North America & Canada, including on-site technicians at 5 key locations, to support 300+ local/global applications, 7,500 corporate/vendor users, and 45,000 dealer users.
- Ensure adherence to the Incident Management Process, manage high-priority incidents, handle escalations, drive continuous improvement of Service Desk processes, and provide weekly/monthly/yearly SLA reporting to management.
- Oversee desktop support operations: installations, upgrades, hardware/software issues, asset management, hardware imaging, break-fix activities, and security procedures; participate in IT Audits; interface with CERT as needed; represent the Service Desk in Change Control and project meetings.
- Develop VIP relationships and ensure proper support processes to exceed expectations of VIPs and high-profile clients; collaborate with other IT functions to meet end-user requirements.
- Provide governance and direction to Incident Manager, Deskside Technical Lead, Service Desk Supervisors, Deskside Technicians, and Service Desk Analysts; coach and mentor staff; ensure timely information flow across departments.
- Maintain a 24x7 on-call rotation to manage high-priority incidents.
- Create daily and monthly performance reports and maintain asset records and service metrics; participate in IT audits and ensure processes are well documented and followed. What We're Looking For
- Experience leading a 24x7 IT Service Desk and Deskside Desktop Support teams across multiple sites; strong incident management, change control, IT audits, and SLA delivery capabilities.
- Demonstrated governance, coaching/mentoring, communication, and cross-functional collaboration skills; ability to work with VIP clients.
- Experience with asset management, hardware imaging, and coordinating with security teams (CERT) is beneficial.