IT Service Desk Support Specialist Job at Mercedes-Benz USA in Fort Worth

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Overview

The IT Service Desk Support Specialist is responsible for overseeing the delivery and continuous improvement of end-user IT support services, primarily through the management of an outsourced Service Desk. This role ensures high-quality service delivery by monitoring performance metrics, managing support content, facilitating end user education, and serving as a key escalation point. Additionally, the specialist manages financial aspects related to Service Desk operations and end-user software procurement, ensuring cost-effective and efficient support solutions.

Service Desk support encompasses a customer base of 1,600 personnel from Farmington Hills, Fort Worth, Canada, Mexico, and external call center sites.

Responsibilities

• Service Desk Management – 50%: Ensure the outsourced Service Desk adheres to contractual obligations and SLAs; conduct regular reviews of incident and request handling; collaborate with vendors to address performance gaps; monitor KPIs (first-call resolution rate, average response time, ticket closure rate); track customer satisfaction scores and drive improvements; conduct periodic service quality assessments; ensure onboarding/offboarding of users for critical systems.
• Knowledge Base Management – 20%: Maintain and enhance the Knowledge Base for End User Computing (EUC) support; document recurring issues and solutions; promote self-service; ensure practices align with policies, data protection standards, and audit requirements; responsible for auditing validation and remediation findings.
• Communication and Education – 15%: Develop user communications regarding EUC updates and best practices; organize training sessions or documentation; act as liaison between IT and business units.
• End User Escalation – 10%: Serve as escalation point for complex incidents; coordinate with internal teams and vendors for timely resolution; document escalation procedures and maintain transparency with stakeholders.
• Financial Management – 5%: Oversee financial management and cost tracking for Service Desk operations; manage procurement and licensing of small-buy end-user software; provide financial reporting and analysis for IT planning.

Qualifications

Education: Bachelor’s degree

Knowledge

• Business – General – 1-2 yrs
• Customer Service – Proficient – 3-5 yrs
• Finance – General – 1-2 yrs
• IT – Comprehensive – 5+ yrs
• Vendor Management – Proficient – 3-5 yrs

Skills

• Analytical: data collection, trend analysis, and interpretation
• Facilitation
• IT: testing, key account management, operating system knowledge
• MS Office
• Presentation
• Problem Solving

Additional Information

Technical Knowledge: End User Computing (EUC) familiarity with desktops, laptops, mobile devices, Windows/macOS, Microsoft 365; IT Service Management (ITSM) with ITIL concepts; remote support tools (SCCM, Intune, Teams); basic networking; security and compliance awareness.

Operational Knowledge: Vendor management experience with outsourced providers and understanding of contracts and SLAs; ability to interpret KPIs and service quality reports; knowledge management and self-service portal maintenance; procurement and licensing procedures.

EEO and Benefits

Mercedes-Benz USA is an equal employment opportunity employer. We value diversity and provide opportunities without regard to race, color, ethnicity, gender, age, national origin, religion, marital status, veteran status, disability, sexual orientation, gender identity or expression, or any other characteristic protected by law.

Benefits: Company-supported benefits in line with local policy (details provided upon request).