Area Tech Lead

About the role

The US LBM Lead - Business Engagement - Area is responsible for providing exceptional technical and customer service. This position troubleshoots, responds to escalated requests for support, and maintains the knowledge and skills to perform duties.

Responsibilities

• 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.
• 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 the development of departmental service guidelines and operating procedures.
• Develop and maintain IT service area documentation – process and procedures.
• 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.)
• Execute projects to improve systems and operations.
• Provide technical assistance, guidance, and leadership to other IT associates across US LBM.
• Absorb and execute vendor-developed 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.
• Escalate point and Support overflow of Technical Support Services Analyst I duties.
• 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.
• Develop and maintain an advanced understanding of US LBM’s use of technology and apply expert technical skills and knowledge in the support troubleshooting of computer systems, hardware, and software across US LBM.
• 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.

Qualifications

• Associate's Degree in IT Management, Computer Science, other related field or equivalent experience required.
• 4-6 years of IT experience required.

Skills And Abilities

• Maintain intermediate technology knowledge while striving for advanced technical knowledge.
• Expert level technical expertise.
• 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.
• May have to work off-hours if there are critical problems requiring IT intervention.
• 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.

Benefits

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.