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End User Technology/Engineer Team Lead
2 months ago
Title: End User Technology/Engineer
Location: Southfield, MI, US
Job Type: Full-time with Benefits
Who We Are
For more than 25 years, MSX International has been a dedicated partner to leading automotive brands around the world. We support them in transforming their businesses and in managing their operations across the areas of Customer Experience, Repair Optimization, Learning and Insights. We focus on helping our clients generate more value for their customers. With over 5,000 employees based in more than 80 countries worldwide, our teams provide industry-leading expertise. We have combined our deep industry expertise with cutting-edge technology solutions to help our automotive clients increase revenue and reduce costs, while enhancing operational efficiency and improving customer satisfaction. Our goal is to help our customers reach their full potential and to excel as their global partner of choice.
Purpose of the Position:
- Lead the Regional Technical Support Team.
- Actively partnering with team members, regional and global stakeholders, and local markets, you will play a key role in Leading the NA ops team in the end-to-end service delivery of People Operations.
- You will be the contact point for ensuring the Technical Team activity will support the company´s and departmental objectives and enable scalability across the regions.
- You will be responsible for achieving the targets and for the continuous improvement of the APMEA GTS EUT Team.
You will be expected to succeed at the following tasks:
- Handles escalated user problems.
- Hires new employees to ensure correct staffing levels for delivering contracted service.
- Monitors employee job performance and attendance.
- Conducts performance reviews with employees.
- Ensures staff has the tools required for effective job performance and backup procedures are in place in case problems with the tools are encountered.
- Establishes and maintains relationships with Users organizations to ensure that performance and relationship issues are fully communicated and understood.
- Ensures correct level of information with Users when a case requires escalation.
- Schedule Team Administration – Schedule team administration activities, such as team meetings, shifts, training classes, and one-on-one reviews.
- Identify and recommend new service offerings to improve efficiencies and client satisfaction.
- Develop resolution documentation for common problems to ensure a streamlined, repeatable approach to resolving common problems.
- Ensure problems are properly investigated, and that issues found through investigation are corrected or escalated to the proper parties for resolution.
- Develop and Execute Performance Metrics / Reports – Present relevant support activities report professionally and succinctly (both written and oral) to senior user staff.
Qualifications:
Required:
- Bachelor’s Degree or equivalent work experience(7-10yrs).
- Microsoft 365 Fundamentals
- MCSE/MCSA Windows Server
Beneficial/Optional:
- Azure Fundamentals
- Azure Administrator
- Microsoft 365 Certified: Modern Desktop Administrator Associate
- ITIL 4 Managing Professional - IT Service Management Optional
Competencies/Other skills:
- Leadership: training, motivating, and directing employees to optimize workplace productivity and promote professional growth, to oversee workflow and boost employee performance every day
- Project management, prioritization, planning and organisational skills.
- Strong communication skills and stakeholder management
- Results oriented: ability to recognize what results are important and what steps need to be taken to achieve them.
- Process driven mindset: believe in guidelines and efficiency, follow Standard Operating Procedures, and suggest ideas for continuously improving.
- Comfortable with a fast-paced environment and successfully manage multiple priorities and volumes.
- Leverage strong working knowledge of help desk industry processes and tools to provide better user service.
Languages: Fluent in English
Others: Availability to travel on demand
MSX International is an Equal Employment Opportunity Employer committed to employing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veteran status, age, or any other characteristic protected by law.
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