Help Desk Lead

Davita Inc.; Thomasville (GA); On-site; USD 75,000 - 95,000; Full time

Job summary

A leading company in providing water and fire protection products is seeking a Service Desk Manager to oversee operations and improve service quality. The successful candidate will manage staff, support various integration projects, and ensure high standards of customer service are met. This role provides an opportunity to lead a dedicated team while contributing to an essential service for communities.

Qualifications

• Typically requires 3-5 years' experience in a related field.
• Experience working with multi-tiered ticket handling/resolution systems is a plus.

Responsibilities

• Oversees Service Desk operations and staff.
• Provides ongoing training in technology and service quality standards.
• Manage integration of new technologies across projects.

Skills

Customer Service

Troubleshooting

Leadership

Project Management

Education

BS/BA in a related discipline

Associate degree in computer science

Job description

Based in St. Louis, Core & Main is a leading distributor of water, sewer, storm drain and fire protection products in the United States. Operating approximately 320 branches nationwide, the company combines local expertise with a national supply chain to provide contractors and municipalities innovative solutions for new construction and aging infrastructure. Core & Main's 4,500 plus associates are committed to the safe distribution of water and fire protection to help communities thrive. Visit www.coreandmain.com to learn more.

Job Summary

Oversees all processes related to Service Desk operations and monitors the work of all staff on the Service Desk. Shares updates and concerns with the Service Desk Manager. Provides ongoing training in technology, procedures, and service quality standards to Service Desk Technicians.

Major Tasks, Responsibilities and Key Accountabilities

• Creates and maintains, detailed and complete, Help Desk documentation (KBAs)
• Identify opportunities for automation and assist with the development of automation systems to address those opportunities.
• Participation with research, planning, scoping, implementation, and ongoing support for projects.
• Participation with maintaining inventory of hardware, software, and support assets.
• Demonstrated Customer Service & Troubleshooting skill sets.
• Experience working with multi-tiered ticket handling/resolution systems.
• Provide tier 1, tier 2, and tier 3 IT support.
• Enforces IT standards and educate associates about compliance issues.
• Lead any required meetings/work to determine status and remove blockers for the team.
• Identify and define M&A requirements, scope and objectives with IT Project Managers and lead dedicated team who physically travel to newly acquired branches across the country and implement standardized C&M technical solutions.
• Direct M&A project correspondences by preparing and reviewing action plans, proposals, memos, meeting minutes and emails.
• Manage the integration, analysis and assessment of plans and strategies across multiple projects at once.
• Monitor and follow up on implemented technologies for long term success of the integration.
• Motivate the team to deliver ticket resolutions on time with superior quality.
• Report accurate quality and improvement ideas.
• Advocate for quality in every interaction and adhere to QA best practices.
• Evaluate existing components and systems to determine integration requirements.
• Updating job knowledge by engaging in educational opportunities and regular training.

Career Level Dimensions

Typical Training/Experience

• Typically requires BS/BA in a related discipline. Certification may be required in some areas.

Problem Complexity

• Works in compliance with established procedures and/or protocols.
• Evaluate potential problems and technical complications and develop solutions.
• The ability to balance and prioritize multiple projects and remain calm under pressure.

Autonomy

• Working independently to define problems, collect data, establish facts, draw valid conclusions, and escalate as needed.

Leadership

• Provide general guidance/direction to or train junior level support personnel or professional personnel.
• Capability to self-motivate, work independently and taking ownership of job responsibilities.
• Serve as a first line leader for Level 1 associates (approve time, track metrics, basic supervisor functions).
• Evolve, update, and maintain QA processes and coach, mentor and educate team on Help Desk best practices.

Environmental Job Requirements

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Preferred Qualifications

• Associate degree in computer science or related field preferred
• 3-5 years' experience in related field preferred
• Associate's degree in Computer Science or related field preferred
• 3-5 years' experience in related field preferred

Core & Main is an Equal Employment Opportunity employer. Employment at Core & Main is based solely on a person's merit and qualifications directly related to professional competence. Core & Main does not discriminate against any employee or applicant on the basis of race, creed, color, religion, national origin, nationality, ancestry, age, disability, veteran status, pregnancy or related condition (including breastfeeding), affectional or sexual orientation, gender identity or expression, marital status, status with regard to public assistance, citizenship, or any other basis protected by law.

None of the questions in this application are intended to elicit information regarding any protected characteristics, nor imply any limitation, illegal preferences or discrimination based upon non-job-related information or protected characteristics.

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