Help Desk Lead

Job Summary

Oversees all processes related to Service Desk operations and monitors the work of all staff on the Service Desk. Shares updates and concerns with the Service Desk Manager. Provides ongoing training in technology, procedures, and service quality standards to Service Desk Technicians.

Major Tasks, Responsibilities and Key Accountabilities

• Creates and maintains, detailed and complete, Help Desk documentation (KBAs)
• Identify opportunities for automation and assist with the development of automation systems to address those opportunities.
• Participation with research, planning, scoping, implementation, and ongoing support for projects.
• Participation with maintaining inventory of hardware, software, and support assets.
• Demonstrated Customer Service & Troubleshooting skill sets.
• Experience working with multi-tiered ticket handling/resolution systems.
• Provide tier 1, tier 2, and tier 3 IT support.
• Enforces IT standards and educate associates about compliance issues.
• Lead any required meetings/work to determine status and remove blockers for the team.
• Identify and define M&A requirements, scope and objectives with IT Project Managers and lead dedicated team who physically travel to newly acquired branches across the country and implement standardized C&M technical solutions.
• Direct M&A project correspondences by preparing and reviewing action plans, proposals, memos, meeting minutes and emails.
• Manage the integration, analysis and assessment of plans and strategies across multiple projects at once.
• Monitor and follow up on implemented technologies for long term success of the integration.
• Motivate the team to deliver ticket resolutions on time with superior quality.
• Report accurate quality and improvement ideas.
• Advocate for quality in every interaction and adhere to QA best practices.
• Evaluate existing components and systems to determine integration requirements.
• Updating job knowledge by engaging in educational opportunities and regular training.

Career Level Dimensions

Typical Training/Experience

• Typically requires BS/BA in a related discipline. Certification may be required in some areas.

Problem Complexity

• Works in compliance with established procedures and/or protocols.
• Evaluate potential problems and technical complications and develop solutions.
• The ability to balance and prioritize multiple projects and remain calm under pressure.

Autonomy

• Working independently to define problems, collect data, establish facts, draw valid conclusions, and escalate as needed.

Leadership

• Provide general guidance/direction to or train junior level support personnel or professional personnel.
• Capability to self-motivate, work independently and taking ownership of job responsibilities.
• Serve as a first line leader for Level 1 associates (approve time, track metrics, basic supervisor functions).
• Evolve, update, and maintain QA processes and coach, mentor and educate team on Help Desk best practices.

Environmental Job Requirements

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Preferred Qualifications

• Associate degree in computer science or related field preferred
• 3-5 years' experience in related field preferred
• Associate's degree in Computer Science or related field preferred
• 3-5 years' experience in related field preferred

About Core & Main

Based in St. Louis, Core & Main is a leader in advancing reliable infrastructure with local service, nationwide. As a specialty distributor with a focus on water, wastewater, storm drainage and fire protection products and related services, Core & Main provides solutions to municipalities, private water companies and professional contractors across municipal, non-residential and residential end markets, nationwide. With over 370 locations across the U.S., the company provides its customers local expertise backed by a national supply chain. Core & Main's 5,700 associates are committed to helping their communities thrive with safe and reliable infrastructure. Visit coreandmain.com to learn more.

Core & Main is an Equal Employment Opportunity employer. Employment at Core & Main is based solely on a person's merit and qualifications directly related to professional competence. Core & Main does not discriminate against any employee or applicant on the basis of race, creed, color, religion, national origin, nationality, ancestry, age, disability, veteran status, pregnancy or related condition (including breastfeeding), affectional or sexual orientation, gender identity or expression, marital status, status with regard to public assistance, citizenship, or any other basis protected by law.

None of the questions in this application are intended to elicit information regarding any protected characteristics, nor imply any limitation, illegal preferences or discrimination based upon non-job-related information or protected characteristics.

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