User and Site Support Team Lead, Level 2

Saint-Gobain North America; Malvern (Chester County); On-site; USD 45,000 - 60,000; Full time

Job summary

Une entreprise leader dans le secteur des matériaux de construction recherche un Team Lead pour son équipe de support utilisateur. Ce rôle consiste à gérer une équipe de support technique, résoudre des problèmes complexes et développer des stratégies pour améliorer la satisfaction utilisateur. Le candidat idéal possède plusieurs années d'expérience en support IT et des compétences en leadership.

Benefits

Medical, Prescription, Vision, Dental Insurance

401(k) with Company Match

Paid Time Off and Paid Parental Leave

Employee Assistance Program (EAP)

Life Insurance and Short-Term Disability

Qualifications

• 3-5+ années d'expérience pratique en support informatique.
• 1-2+ années en rôle de leadership ou technicien senior.

Responsibilities

• Gérer les opérations quotidiennes de l'équipe de support.
• Superviser et encadrer les Analystes de Support de Niveau 2.

Skills

Troubleshooting

Communication

Leadership

Organizational Skills

Tools

ServiceNow

Job description

User and Site Support Team Lead, Level 2

User and Site Support Team Lead, Level 2

The User and Site Support Level 2 Lead manages a team of Level 2 support staff. The Lead addresses escalated issues, guides the team, reviews documentation, provides training, ensures timely issue resolution, and maintains high customer service levels. This role also helps develop support strategies to improve user satisfaction and operational efficiency, monitors support metrics to identify improvement areas, implement corrective actions, evaluate processes, and make recommendations to management. Coordination with other departments is required to address complex technical issues and ensure proper escalation.

What will you do?

• Lead the day-to-day operations for the User and Site Support Level 2 team
• Supervise and mentor User and Site Support Level 2 Analysts
• Act as an escalation point for complex or high priority issues
• Assign and prioritize daily tasks, tickets and manage staff coverage
• Conduct performance reviews and support team development
• Foster a collaborate and accountable team culture
• Assist with process and service improvement

What do you bring?

• 3-5+ years of hands-on experience in IT Support
• 1-2+ years in a leadership or senior technician role
• Experience with ticketing systems (ServiceNow)
• Strong troubleshooting skills
• Excellent interpersonal, written and verbal communication skills
• Strong organizational and prioritization skills
• Nice to Have:
• ITIL Certifications
• Experience managing SLAs and KPIs

What are our perks?

Saint-Gobain is committed to helping you and your family be well in all aspects of your life. Be Well. Be You brings together inclusive programs and meaningful resources to support all aspects of your physical, emotional, financial, and social well-being. Employees have the flexibility to choose the benefits that best fit their individual needs.

Health and Well-being – Supporting your wellbeing, to thrive in life and work.

• Medical, Prescription Drug, Vision, and Dental Insurance
• Healthcare Saving Account and Flexible Spending Account options
• LiveWell Wellness Program
• Employee Assistance Program (EAP)
• Paid Time Off and Paid Parental Leave

Retirement and Protection - Helping to make the future life you want a reality.

• 401(k) with Company Match, Retirement Accumulation Plan (RAP) Cash Balance Pension Plan
• Company-provided Life Insurance, AD&D, Short-Term Disability
• Voluntary employee and dependent life insurance, Long-Term Disability, Critical Illness and

Additional Benefits – Helping shape the experience and impact you want

• Identity Theft Protection
• Auto and Home Insurance
• Pet Insurance and Discounts
• Back-up Child and Elder Care

At Saint-Gobain, our employees have pride in belonging to an organization whose culture is made up of these core values: Trust, Empowerment, & Collaboration. Our company encourages diversity and inclusion in all its forms while our products make the world a more beautiful, safer, and sustainable home.

Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Saint-Gobain is an equal opportunity employer of individuals with disabilities and supports the hiring of veterans.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology and Other

• Industries

  Wholesale Building Materials and Manufacturing

Referrals increase your chances of interviewing at Saint-Gobain North America by 2x

Get notified about new Information Technology Specialist jobs in Malvern, PA.

Philadelphia, PA $45,000.00-$60,000.00 1 day ago

Philadelphia, PA $100,450.00-$206,640.00 1 week ago

SAP ABAP Consultant with Remediation experience - 100% Remote

Philadelphia, PA $65,471.47-$88,854.14 1 month ago

Philadelphia, PA $55.00-$65.00 7 hours ago

Philadelphia, PA $169,228.80-$244,441.60 1 month ago

Philadelphia, PA $131,622.40-$178,630.40 1 month ago

Philadelphia, PA $54,357.33-$73,770.66 1 month ago

Information Technology Support Coordinator

Philadelphia, PA $50,000.00-$60,000.00 1 hour ago

King of Prussia, PA $90,000.00-$115,000.00 1 month ago

Philadelphia, PA $94,504.11-$121,505.28 1 month ago

Philadelphia, PA $121,505.00-$175,507.00 1 month ago

Operations Technologist - Systems Administrator

Philadelphia, PA $75,000.00-$95,000.00 1 day ago

Philadelphia, PA $131,040.00-$189,280.00 1 month ago

2025-2026 (Annual) Supplemental Contract - TECHNOLOGY ADVOCATE - PMS

Philadelphia, PA $55,000.00-$65,000.00 3 days ago

Philadelphia, PA $69,888.00-$100,949.33 1 month ago

Philadelphia, PA $139,436.27-$189,234.94 1 month ago

Philadelphia, PA $101,920.00-$131,040.00 1 month ago

Conshohocken, PA $100,000.00-$130,000.00 6 hours ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.