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Title:  End User Technology Team Lead

Location: 

Southfield, MI, US

Date:  May 27, 2021

Responsibilities

  • 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 NA GTS Ops Team
  • 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 
  • Develops, maintains and executes the compensation plan for employees 
  • 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 training curriculum and plan for the SSC Staff
  • 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
  • Availability to travel on demand

 

Qualifications

  • Bachelor’s Degree or equivalent work experience (7-10yrs) required
  • Microsoft Dynamics 365 Fundamentals required
  • MCSE/MCSA Windows Server required
  • Azure Fundamentals (beneficial)
  • Azure Administrator (beneficial)
  • Microsoft 365 Certified: Modern Desktop Administrator Associate (beneficial)
  • ITIL 4 Managing Professional - IT Service Management (optional)

 

Competencies/Other skills

  • Leadership: training, motivating, and directing employees in order to optimize workplace productivity and promote professional growth, to oversee workflow and boost employee performance every day
  • Project management, prioritization, planning and organizational 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 mind set: 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
  • Fluent in English

If you are interested in this opportunity, please apply here.

 

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Nearest Major Market: Detroit

Job Segment: System Administrator, Project Manager, Technical Support, Help Desk, Information Technology, Technology

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