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A Brief Overview
Reporting to a Business Engagement Manager, the Lead - Business Engagement - Area is responsible for providing exceptional technical and customer service. The lead is responsible for troubleshooting, responding to escalated requests for support in a timely manner, and maintaining the knowledge and skills to perform duties. This position will be responsible for thoroughly documenting Business Engagement processes, all established procedures and ensuring that an accurate and current knowledge base is always maintained.
What you will do
- Develop and maintain an intermediate understanding of US LBM's use of technology.
- Apply intermediate technical skills and knowledge in the support troubleshooting of computer systems, hardware, and software across US LBM.
- Assist in diagnosing and documenting issue root causes of basic to intermediate complexity.
- Work with IT associates and business partners to identify opportunities and recommend adjustments to IT services accordingly.
- Participate in the development of standards and operating procedures for related US LBM IT services.
- Maintain consistent and professional customer service and communication with end users and IT associates.
- Provide timely status as needed to end users and fellow IT associates when working to resolve an incident.
- Participate in developing departmental service guidelines and operating procedures.
- Develop and maintain IT service area documentation - process and procedures.
- Participate in projects or stretch assignments as a project team member.
- Collaborate with colleagues to identify and remediate issues.
- Assist in developing work processes and best practices and implement changes to streamline operations.
- Answer incoming Service Desk phone calls. Assess the importance of a caller's needs, create a detailed well described incident into our ticketing system, and provide verbal assurance that the incident will be handled in a timely manner.
- Perform clearly-defined, repetitive duties in support of Service Desk objectives such as; Tasks on projects or ongoing initiatives requiring data entry and/or the referencing of information from multiple sources. (Terminations, Provisioning, etc.)
- Ability to follow a detailed, scripted process to prepare then ship machines to our end users.
- Maintain intermediate technology knowledge while striving for advanced technical knowledge.
- Must possess a desire to "get things done."
- Execute projects to improve systems and operations.
- Provide technical assistance, guidance, and leadership to other IT associates across US LBM.
- Assist work with vendors to develop quotes, gain approvals, and facilitate ordering of equipment, software, solutions, and consulting services given documented USLBM needs, policies, and best practices.
- Ensure current applications and services are updated and aligned with the implementation of new applications.
- Create and implement risk mitigation processes and conduct reviews to determine weaknesses in applications.
- Escalation point and Support overflow of Technical Support Services Analyst I duties.
- Use the US LBM Incident Management system to document all troubleshooting activities and end user discussions, including all successful and unsuccessful actions all the way through to a final resolution.
- Ability to advance a Solution by leveraging other US LBM IT groups (Server, Network, BI, etc). Serve as a point of escalation for other associates on the Service Desk.
- Work to ensure all devices, operating systems, and all installed application software meet standards and are properly configured.
- Criteria for Lead
- Develop and maintain an advanced understanding of US LBM's use of technology.
- Apply expert technical skills and knowledge in the support troubleshooting of computer systems, hardware, and software across US LBM.
- Work with IT associates and business partners to identify opportunities and adjust IT services accordingly.
- Develop and maintain IT service area documentation, process and procedures.
- Maintain consistent and professional customer service and communication with associates
- Maintain advanced technology knowledge.
- Follow established work processes, best practices and implement changes to streamline operations as outlined by US LBM governance.
- Responsible for developing related service goals and measures to ensure service levels are attained
- Monitor performance for various aspects of IT as provided by the Service Performance team (Network, Server, Applications, Ticket Queues, etc.)
- Document all local systems and how they should be supported.
Education Qualifications
- Associate's Degree in IT Management, Computer Science, other related field or equivalent experience Required
Experience Qualifications
- 4-6 years IT experience Required
Skills and Abilities
- Technical expertise - Expert level.
- Works independently with little day to day supervision.
- Ability to support multiple efforts in parallel, in a highly matrix, fast-paced, multi-site organization experiencing rapid growth.
- Ability to lead and work in remote teams across time zones and geographies.
- Excellent presentation and interpersonal skills, including written and oral communications.
- Occasional weekend work if projects or assignments necessitate activity when workers are out of the office.
- May have to work off-hours if there are critical problems requiring IT intervention.
- Up to 50% travel to area locations along with business-related meetings and conferences.
- Physical demands include standing, walking or sitting for extended periods of time and bending, stooping and maneuvering to locations of wires, computers, or network equipment and occasional lifting of up to 50 pounds and frequent lifting of up to 10 pounds.
Travel Requirements
- Up to 50% travel to area locations along with business-related meetings and conferences.
US LBM Holdings, LLC, is an equal-opportunity employer. We do not discriminate on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, marital status, military status, order of protection status, or any other legally recognized protected basis under federal, state, or local law.
