US LBM Lead - Business Engagement - Area

About the role

The US LBM Lead - Business Engagement - Area is responsible for providing exceptional technical and customer service. The lead troubleshoots, responds to escalated requests for support, maintains knowledge and skills, documents processes, and ensures an accurate and current knowledge base.

Responsibilities

• 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 standards and operating procedures for related US LBM IT services.
• Develop and maintain IT service area documentation – process and procedures.
• Collaborate with colleagues to identify and remediate issues.
• Develop and maintain an intermediate understanding of US LBM’s use of technology.
• Answer incoming Service Desk phone calls.
• 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.
• Document all local systems and how they should be supported.
• Perform other duties as assigned.

Requirements

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

Qualifications

• 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.
• Frequent lifting of up to 10 pounds.

Skills And Abilities

• 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.

Pay

$80,000 - $100,000 annually, depending on experience.

Schedule

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