IT Support Team Lead - Elmhurst, United States - Gerber Collision & Glass

Gerber Collision & Glass

Verified Company

Elmhurst, United States

1 week ago

Posted by:

Mark Lane

beBee recruiter

Description

Company:
Gerber Collision & Glass

WELCOME TO GERBER COLLISION & GLASS

_Our Team Members Drive Us _Gerber Collision & Glass is one of the largest collision repair companies in North America. With $2+ billion in sales, over 800 locations and growing, our 10,000+ team members across the United States and Canada are passionate about delivering our goal to WOW Every Customer and Be the Best

We invite you to join our team. Gerber offers a great place to launch and grow careers. As we continue to grow, we have endless opportunities for you to grow with us.

Gerber Collision & Glass recognizes, values and welcomes all applicants with unique talents and abilities from all backgrounds and characteristics.

All qualified individuals are encouraged to apply, including individuals with disabilities and Protected Veterans.

Job Description:

IT Support Team Lead

SUMMARY:
The Boyd Group is looking for an IT Support Team Lead.

The IT Support Team Lead is responsible for managing a team that provides user support and customer service on all end-user computer systems, software, and hardware.

Duties include overseeing and tracking the work of technical support analysts to ensure that all service desk needs are met on time and to a high degree of customer satisfaction.

Additionally, the position is responsible for drafting ITSM operational policies, maintaining documentation, implementing improvement processes and reporting on their effectiveness.

ESSENTIAL DUTIES AND RESPONSIBILITIES

MANAGEMENT

Drive Service Desk and L2 teams to a high level of performance, ensuring consistent delivery of a "white glove" service to Boyd team members.
Act as a technical escalation point for Service Desk, coordinate the diagnosis and resolution of complex support issue
Directly handle difficult or exceptional customer interactions and act as an escalation point for all other interactions, as needed.
Ensuring all processes used by the service desk and L2 are thoroughly documented, consistently audited, and regularly improved.
Proactively identify opportunities to eliminate manual, repetitive processes through automation.
Conduct and share results from service and operation performance reviews.
Duties may include responding to requests, resolving issues, assigning and escalating issues, reporting on issue status and metrics, and ensuring timely resolution of issues
Develop and monitor progress on Service Desk & L2 performance metrics and objectives.
Identify and promote the implementation of improvements to existing metrics and objectives
Act as the customer satisfaction ambassador and meet regularly with stakeholders and customers to assess customer satisfaction.
Drive root cause analysis and corrective action completion and help eliminate disruption of services and improve daytoday operations using validated problem analysis and tracking all elements of the RCA to closure.
Develop, coordinate, and perform post change review of scheduled changes for all RCs and maintenance efforts.
Participate technical calls for major incidents and outages

WORK QUALITY

Ensure that the values, objectives and quality standards of the Company are achieved/met.
Be a resolution path for team members to resolve blockers
Perform postresolution followups to help maintain excellent communication and relations with the business

WORK EFFICIENCY

Strong communication skills, including the ability to be influential and persuasive with stakeholders.
Ability to handle multiple projects simultaneous with overlapping deadlines.
Ensure the proper scheduling of Service Desk and L2 personnel and ancillary resources to provide appropriate coverage.
Prioritize problems, incidents, and requests for proper escalation (when required) to an appropriate team
Review, analyze, evaluate and implement technical processes and products to support initiatives of the Service Desk, the IT Department, and Boyd, while effectively communicating with all impacted parties and by troubleshooting and resolving issues with a sense of urgency to minimize any system downtime.

SAFETY

Ensure that all injuries are immediately documented and called in to the Human Resources Department.
Participate in ongoing safety training.
Ensure that work areas are kept clean and safe and that employees operate under safe working conditions.
Comply with any safety directives when working in production environments.

COMPANY EXPECTATIONS

Comply with all Company policies and procedures as outlined in the employee handbook.
Maintain a good rapport with all employees of The Boyd Group.
Take responsibility in your area of employment with The Boyd Group for reporting, making recommendations and correcting situations adverse to the Company's best interest.

SUPERVISORY RESPONSIBILITIES:

Indirectly manage the work of vendors to ensure proper quality and timeliness of work.
Lead, develop and coach members of the staff regarding technology