Digital Workplace Regional Lead

MSX International; Southfield (MI); Remote; USD 90,000 - 120,000; Full time

Job summary

A leading company in the automotive sector seeks a Technical Team Lead to enhance support operations and drive improvements. The role involves managing staff, ensuring effective communication, and maintaining high performance standards. Ideal candidates will have extensive experience in Microsoft environments and strong leadership skills.

Qualifications

• 7-10 years of experience in Support Operations.
• 3-4 years in a leadership role.

Responsibilities

• Serve as the contact point for the Technical Team.
• Manage escalations effectively.
• Develop and present support activity reports.

Skills

Leadership

Communication

Problem Solving

Project Management

Education

Microsoft 365 Certified: Modern Desktop Administrator Associate

A+ certification

Microsoft 365 Fundamentals

N+

ICDL

Azure Fundamentals

ITIL 4

Tools

Intune

Microsoft 365

Office 365

Windows Environments

Job description

Job Description

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 managing their operations across Customer Experience, Repair Optimization, Learning, and Insights. With over 5,000 employees in more than 80 countries, we combine industry expertise with cutting-edge technology to help automotive clients increase revenue, reduce costs, and improve customer satisfaction. Our goal is to help our customers reach their full potential as their global partner of choice.

Job Description

Day-to-Day Responsibilities:

• Serve as the contact point to support the Technical Team's activities aligning with company and departmental objectives and enabling scalability across regions.
• Achieve targets and drive continuous improvement within the Regional Digital Workplace team.
• Manage escalations effectively.
• Hire new employees to maintain appropriate staffing levels for contracted services.
• Monitor employee performance and ensure they have the necessary tools and backup procedures.
• Establish and maintain relationships with customer organizations, ensuring clear communication of performance and relationship issues.
• Communicate appropriately with customers during escalation cases.
• Schedule team administration activities, including meetings, shifts, and training.
• Identify and recommend new service offerings to enhance efficiency and customer satisfaction.
• Develop resolution documentation for common issues to streamline problem-solving.
• Investigate problems thoroughly, ensuring they are resolved or escalated appropriately.
• Develop and present support activity reports to senior staff.
• Review and write Standard Operating Procedures.
• Participate in knowledge transfer initiatives for service and system enhancements.
• Provide guidance to customers on Microsoft products and services.
• Track and publish resolutions to problems, and participate in change management processes.

Qualifications:

• Microsoft 365 Certified: Modern Desktop Administrator Associate
• 7-10 years of experience in Support Operations, Entra, Intune, Microsoft 365, Office 365, Windows Environments
• 3-4 years in a leadership role
• A+ certification; other beneficial certifications include Microsoft 365 Fundamentals, N+, ICDL, Azure Fundamentals, ITIL 4
• Strong leadership, mentoring, and project management skills
• Excellent interpersonal and communication skills
• Experience with Intune managed Windows environments and 365 Admin portal
• Solution-oriented mindset with strong problem-solving skills
• Effective prioritization, planning, and organizational skills
• Ability to work independently in a fast-paced, dynamic environment
• Experience in training, coaching, and mentoring agents

Additional Information:

• Decisive, solutions-focused, and results-oriented
• Accountable and committed to delivering excellent outcomes
• Adaptable, open to change, and innovative
• Supportive team player with a focus on professional growth and knowledge sharing

MSX International is an Equal Employment Opportunity Employer committed to diversity and inclusion. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, veteran status, age, or other protected characteristics.