Company Description

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.

Job Description

Day to Day Responsibilities  

• The contact point for ensuring the Technical Team activity will support the company´s and departmental objectives and enable scalability across the regions. 

• Responsible for achieving the targets and for the continuous improvement of the Regional Digital Workplace team.  

• Manage escalations. 

• Hires new employees to ensure correct staffing levels for delivering contracted service.   

• Monitors employee job performance. 

• 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 customer organizations to ensure that performance and relationship issues are fully communicated and understood.   

• Ensures correct level of information with customers 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. 

• Write and Review Standard Operating Procedures 

• Plan and participate in Knowledge Transfer for services / system enhancements. 

• Provide general guidance to customers on Microsoft products and services provided by Global CTO Org. 

• Track and Publish Resolutions – Track current applications to problem resolutions and then publish fixes so the user community has access to them. 

• Track and Participate in Change Management.  

• The contact point for ensuring the Technical Team activity will support the company´s and departmental objectives and enable scalability across the regions. 

• Responsible for achieving the targets and for the continuous improvement of the Regional Digital Workplace team.  

• Manage escalations. 

• Hires new employees to ensure correct staffing levels for delivering contracted service.   

• Monitors employee job performance. 

• 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 customer organizations to ensure that performance and relationship issues are fully communicated and understood.   

• Ensures correct level of information with customers 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. 

• Write and Review Standard Operating Procedures 

• Plan and participate in Knowledge Transfer for services / system enhancements. 

• Provide general guidance to customers on Microsoft products and services provided by Global CTO Org. 

• Track and Publish Resolutions – Track current applications to problem resolutions and then publish fixes so the user community has access to them. 

• Track and Participate in Change Management.  

• Microsoft 365 Certified: Modern Desktop Administrator Associate 

• Proven experience 7-10 years working experience with Support Operations, Entra, Intune, Microsoft and Office 365, Windows Environments.  

• 3-4 Years in a leadership position. 

• A+ 

• Microsoft 365 Certified: Fundamentals Beneficial 

• N+(Beneficial) 

• ICDL (Beneficial) 

• Azure Fundamentals (Beneficial) 

• ITIL 4 (Beneficial) 

• Leadership, Mentoring, Project Management. 

• Strong Interpersonal skills. 

• Intune managed Windows environments 

• 365 Admin portal experience 

• Strong communication skills and stakeholder management with exceptional attention to detail  

• Solution mindset: driven to solve problems and find solutions to user issues  

• Prioritization, planning and organisational skills 

• Enthusiastic, flexible, and able to take initiative to work independently.  

• Process driven, believe in guidelines and efficiency, follow the process, and suggest ideas for continuously improving 

• Ability to work in a fast-paced, dynamic environment. 

• Ability to train, coach and mentor agents to promote professional growth and learning 

• Leverage strong working knowledge of help desk industry processes and tools to provide better user service 

Additional Information

• Be decisive, solutions oriented, and results focused 

• Hold themselves and others accountable to commitments 

• Focus on delivering great outcomes for their internal or external customers, and can respectfully and constructively challenge key stakeholders to consider better solutions 

• Overcome challenges with positivity and creativity 

• Be adaptable and open to change, and motivated to explore new and improved ways of working 

• Support teammates to succeed by sharing experience and knowledge, and by giving and receiving honest feedback 

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.