IT Service Desk and Deskside Team Lead

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. This role is also responsible for managing 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 of 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 escalate to appropriate groups for resolution along with solicit feedback from the end user community to continuously improve services. This role is responsible for managing an IT Service Desk that supports 300+ local and global applications local and global, ~7500 corporate and vendor users, and ~45,000 dealer users. The position leads desktop services for 54 sites across US and Canada, with onsite technicians sitting at 5 key locations. This role creates daily reports on key metrics and a monthly roll-up report 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.