Service Desk Team Lead

About the Company

The QUIKRETE Companies manufacture infrastructure, commercial, and industrial construction, repair, and home improvement products, including ready-to-use cement mixes, segmental concrete, tile installation systems, concrete pipe, corrugated metal pipe, stormwater systems, bridges, and other related products. QUIKRETE is the largest manufacturer of pre-blended, packaged concrete and cementitious products in North America. Wholly owned subsidiaries include Custom Building Products, Pavestone, Contech, Rinker Materials, US Pipe, Summit Materials, and more.

Summary

Quikrete is seeking an IT Professional to oversee a team of Service Desk Technicians, working at Contech Engineered Solutions in West Chester, a subsidiary of Quikrete, providing direct IT support to end-users, with a focus on addressing software, hardware, and network issues. This role involves managing daily operations, ensuring efficient issue resolution, mentoring and coaching team members, and driving service improvements.

Responsibilities include, but are not limited to, the following:

• Managing and mentoring a team of support technicians, including assigning tasks, monitoring performance, and providing feedback.
• Ensuring timely and effective resolution of IT support requests and incidents, maintaining high levels of customer satisfaction.
• Providing advanced technical support for hardware, software, and network issues, including troubleshooting, problem resolution, and root cause analysis.
• Developing and maintaining standard operating procedures (SOPs), ensuring adherence to ITIL best practices and organizational policies.
• Overseeing incident and problem management processes, maintaining knowledge bases, and identifying opportunities for process improvement.
• Providing training to end-users, creating and maintaining documentation for systems and processes.
• Collaborating with other IT teams and vendors to ensure seamless integration and efficient service delivery.
• Identifying opportunities for service improvement and implementing initiatives to enhance team performance and customer satisfaction.
• Tracking and analyzing support metrics, generating performance reports, and identifying trends.
• Managing relationships with vendors and service providers.
• Ensuring compliance with company policies and security standards.
• Other duties as required.

Experience/Skills required:

• Strong technical skills in hardware, software, and networking.
• Excellent communication and interpersonal skills.
• Proven leadership and mentoring abilities.
• Experience with incident and problem management processes.
• Ability to prioritize and manage multiple tasks effectively.
• Strong problem-solving and troubleshooting skills.
• Knowledge of ITIL best practices.
• Experience in managing or supervising a team.
• Experience with operating systems Windows 11 and 10, O365 Administration, Global Protect VPN, ServiceNow, and Imaging.
• Experience with Active Directory administration.
• Bachelor's degree in a related field or equivalent experience.

Take the lead in shaping a high-impact service desk team and driving real results. Apply today!!