Vanderlande

Team Lead HR Service Desk

Marietta, GA USA

Sponsorship not specified$60k-$70kDetected 12 days ago

Stakeholder ManagementExcelSAPProcess ImprovementPerformance ManagementHRISLeadershipCommunicationMentoringMicrosoft Office

About the role

The position operates as a hybrid role (3 days in the office min), with approximately 60-70% focus on team leadership, process alignment, and continuous improvement, and 30-40% on operational case handling and service delivery.
You are a hands-on leader with a strong operational mindset, capable of driving team performance while maintaining close involvement in service delivery.
You can handle organizational change well with regards to professionalizing global ways of working and behavioral aspects of services.

Lead, coach, and develop a team of HR Service Agents (2 employees) to deliver high-quality support.
Support workforce planning, scheduling, and workload distribution.
Deliver HR services in line with defined processes and service level agreements.
Provide guidance and support to team members on case handling and policy interpretation.
Drive alignment of global processes and local needs within the global HR service delivery model.
Identify, prioritize, and implement process improvements to increase efficiency and service quality.
Maintain and continuously improve knowledge base documentation.
The Team Lead HR Service Desk is responsible for ensuring the effective delivery of HR services by leading the Service Desk team while actively contributing to operational case handling.
The role combines people leadership, process ownership, and hands-on execution to drive service excellence and alignment with the global HR operating model and processes.
You deliver 1st line HR services (query and transaction resolution) to all Vanderlande employees and managers within the NA region.

Lead HR Service Desk is responsible for ensuring the effective delivery of HR services by leading the Service Desk team while actively contributing to operational case handling.
Your department
Your 1st line operational team is positioned within the Global HR Shared Services department and reports directly and functionally into the Global HR Service Desk Lead (location The Netherlands), who reports into the Global Head of Regional HR and Global HR Services within Global HR.
Your team plays a key role in the satisfaction of our customers as they have regular contact for 1st line support.
Your main responsibilities cover:
Team Leadership & People Management (Primary Focus)
Set clear performance expectations and monitor team KPIs (e.g., SLA adherence, quality, customer satisfaction).
Conduct regular 1:1s, performance reviews, and development planning.
Foster a high-performance, customer-centric, and continuous improvement culture.

This listing is sourced directly from Vanderlande's careers page and normalized into a canonical job model.