About Us 

Mercedes-Benz is USA is responsible for the sales, marketing and service of all Mercedes-Benz and Maybach products in the United States.  In our people, you will find tremendous commitment to our corporate values.  Our products and employees reflect this dedication.  We are looking for diverse top-notch individuals to join the Mercedes-Benz Team and uphold these hallmarks.

JOB OVERVIEW

The Advisor – IT Service Desk & Digital Workplace serves as the primary IT infrastructure main contact, delivering leadership, technical direction, and cross functional partnership to advance Digital Workplace and Service Desk capabilities across the MBFS NAFTA region (United States, Canada, and Mexico). The role partners with Leadership and key business stakeholders, IT teams, global counterparts, and external service providers influence best practices, shape service models, and improve the workplace technology experience for a distributed user population of approximately 1,100 across multiple locations. The position leads large cross‑functional initiatives, analyzes complex technical and operational challenges, and provides expert recommendations to enhance user experience, reliability, and service performance while ensuring alignment with global standards and regional needs.
 
RESPONSIBILITIES

Subject‑Matter Expertise & Advisory Leadership
•    Serve as the primary contact for Digital Workplace and Service Desk across the US, Canada, and Mexico.
•    Influence adoption of global standards, best practices, and service models.
•    Translate business needs into feasible, region‑aligned workplace solutions.
•    Drives cross functional alignment and influences decisions impacting NAFTA workplace strategy.

Strategic & Technical Guidance
•    Provide expert guidance on endpoints, collaboration platforms, A/V, and support processes.
•    Recommend workflow, automation, and monitoring enhancements using operational insights and telemetry.
•    Contribute to multi‑country workplace roadmaps and modernization priorities.
•    Maintain enterprise standards, policies, and governance frameworks.

Project & Program Leadership
•    Lead large, multi‑year and multi‑country initiatives (OS upgrades, device refresh, collaboration rollouts, service model modernization) with measurable business outcomes.
•    Owns program success criteria and trade-off recommendations for multi-year modernization initiatives across NAFTA.
•    Coordinate teams and 3rd party call center vendors across NAFTA to ensure alignment to MBFS standards.
•    Prepare project documentation, readiness assessments, and communication plans supporting 1,100 distributed users.

Complex Problem Solving
•    Analyze cross‑country and cross‑vendor issues; identify root causes and drive scalable solutions.
•    Act as a senior escalation point involving internal teams and multiple 3rd‑party call center vendors.
•    Identify regional trends and risks using data‑driven insights.

Service Optimization & Quality Improvements
•    Defines target XLAs and experience-based KPIs and steers providers to achieve them.
•    Advice on improving SLAs, FCR, self‑service usage, and knowledge quality.
•    Apply SRE and operational excellence principles to increase automation and reliability.
•    Use experience metrics and device telemetry to recommend targeted enhancements.
•    Guide outsourced providers on KPIs, OKRs, SLAs/XLAs, and escalation processes.

Vendor & Partner Collaboration
•    Partner with NAFTA service providers, technology vendors, and outsourced Service Desk partners.
•    Coordinate with 3rd party call center vendors (Intelogix and CNX) across several regions
•    Provide input into vendor performance reviews and service improvements.
•    Manage budget alignment, cost control, and licensing governance.
•    Oversee compliant procurement for workplace tools and small‑buy software.

Risk, Compliance & Operational Readiness
•    Advise on readiness for environment changes impacting multi‑country users and call center vendors.
•    Ensure alignment with cybersecurity, regulatory, and audit requirements.
•    Support risk assessments, evidence quality, and remediation activities.

Audio/Visual (A/V) Experience & Executive Events
•    Define A/V standards and readiness protocols for executive and cross‑site events.
•    Lead testing and success criteria for major multi‑country events.
•    Coordinate partners to maintain reliable A/V environments.

Communications, Knowledge & Education
•    Own communication strategy for workplace and support changes across NAFTA.
•    Prepare executive‑ready materials and region‑wide communications.
•    Strengthen digital fluency through documentation, training, and enablement.

AI & Modern Workplace Expertise
•    Serve as a subject matter expert in AI-driven productivity tools, including Microsoft Copilot.
•    Lead organizational readiness, adoption strategy, and executive enablement for AI capabilities.
•    Drive alignment on AI governance, usage standards, and best practices across NAFTA.

 

QUALIFICATIONS
 
Education: 
•    Bachelor’s Degree (accredited school)
•    Computer/Information Science
•    Information Technology
•    Engineering
•    Management Information System (MIS)

Certifications (Preferred)
•    ITIL v4 Foundation or Managing Professional
•    Microsoft 365 Certified: Modern Desktop Administrator Associate
•    ServiceNow System Administrator (CSA)
•    Certifications in strategic advisory, communication, or leadership (preferred)

Experience
5+ years of progressive experience in:
•    Microsoft 365 administration (Teams, Exchange, SharePoint, OneDrive, CoPilot)
•    Endpoint management using Intune, Autopilot, Windows/macOS
•    Collaboration and A/V platforms (Teams Rooms, Zoom, Webex)
•    ServiceNow (incident, request, change, knowledge)
•    Applying SRE or operational excellence practices to support environments
•    Leading large multi-site workplace technology initiatives
•    Working with outsourced Service Desk and vendor-managed support models
•    Evaluating operational data and recommending process improvements
•    Understanding network, identity, security, and cloud fundamentals

Interpersonal and Leadership Skills
•    Strong consultative and advisory presence with ability to influence without direct authority
•    Excellent communication, stakeholder engagement, and relationship-building skills
•    Strong analytical, problem-solving, and decision-making capabilities
•    Ability to navigate ambiguity and provide clear recommendations
•    High emotional intelligence and customer-focused mindset

ADDITIONAL INFORMATION
•    No Sponsorship / Visa Transfer available
•    Ability to break down complex issues into clear, actionable recommendations.
•    May require occasional travel (domestic/international).
•    Flexible working hours include weekends or holidays during major events or transitions.
 

EEO Statement 

Mercedes-Benz USA is committed to fostering an inclusive environment that appreciates and leverages the diversity of our team. We provide equal employment opportunity (EEO) to all qualified applicants and employees without regard to race, color, ethnicity, gender, age, national origin, religion, marital status, veteran status, physical or other disability, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local law.