Job Description

Job ID: 512264

Oldcastle® APG, a CRH Company, is North America’s leading provider of innovative outdoor living solutions that enable customers to Live Well Outside. The manufacturer’s portfolio of premier building products inspires endless possibilities while providing enduring outdoor spaces where people can connect, reflect and recharge. Award-winning brands include Belgard® hardscape, Echelon® Masonry, MoistureShield® composite decking, RDI® railing, Catalyst™ Fence Solutions, Sakrete® packaged concrete, Amerimix® mortar, Pebble Technology International® pool finishes, Lawn & Garden mulches and landscape features, and Techniseal® sands and sealant technologies.

Job Summary

The Service Desk Manager will be responsible for actively managing the Service Desk Level I and II Support Analysts who provide the initial point of IT contact/support for Oldcastle APG associates and ensures internal customer expectations are met or exceeded. The ideal candidate will oversee successful resolution of Incidents and completion of Service Requests and facilitates/responds to urgent support escalations from the field. We are seeking a detail-oriented leader that will continually challenge the status quo and seeks opportunities to improve processes and performance of vendors. This person will oversee the maturation of the Oldcastle APG Knowledge Base to ensure that that top quality solutions are being added, maintained and available to all who provide support to Oldcastle APG team members. Work closely with business stakeholders to understand needs and find equitable solutions.

Job Location

This is a hybrid opportunity based out of Atlanta, GA office.

Job Responsibilities

• Ticket Management, ticket assignment and queue management
• ITIL / ITSM process management
• Management of SLOs and SLAs
• Manages all activities related to the staffing and operation of an information systems help desk.
• Plan, prioritize, and schedule help desk activities to ensure continuity of service.
• Lead, direct, evaluate, and develop help desk staff to ensure that users receive competent and timely service.
• Analyze help desk enquiries to identify recurring user problems, recommend solutions, and to identify areas where help desk service can be improved.
• Ensure that help desk staff use and maintain problem management databases or other help desk software so that help desk activities and performance can be monitored.
• Develop problem solving guidelines, checklists, or other materials to assist help desk staff to respond to user problems that are recurring or routine.
• Evaluate Help Desk Systems and Processes for efficiencies and recommend improvements as needed.
• Respond to more complex, escalated enquiries from team members.
• Manage performance of Service Desk Level I and II Support Analysts providing Level 1 and 2 corporate support.
• Oversees successful completion or resolution all Service Requests and Incidents assigned to the Service Desk team. Collaborates with peer IT managers in managing their team’s queues.
• Work with 3rd party to review reports on Service Desk ACD/call queue, making sure incoming calls are handled appropriately and team members can maintain goals for Average Speed to Answer, Average Call Time, Abandonment Rate, etc., and additionally keeps track of call and ticket trends from ACD phone system and ServiceNow ITSM/ticketing system.
• Oversees maturation of the Oldcastle APG ServiceNow Knowledge Base, so to ensure top quality solutions are being added, maintained and available to all who provide support. Additionally making sure that needed “Self Service” articles are available to end users via the Self-service Portal.
• Facilitates/responds to urgent support escalations from the field and comfortable with the need to work the occasional weekend/Incident Manager OnCall shifts.
• Work closely with business stakeholders to understand needs and find equitable solutions.
• Ensures vendors are meeting and exceeding performance expectations.

Job Requirements

• Minimum 10 years’ technology experience with focus on technical customer support.
• 2+ years servant leadership of at least 5 people, with demonstrated ability to train and coach others in a motivating and positive way.
• 2+ years successfully managing and improving a Service Desk practice, preferably in the manufacturing industry.
• 2+ years partnering with vendors, focused on service levels and performance improvement.
• ITIL v3 Foundations certified – v4 Foundations knowledgeable.
• Experience using and improving IT Service Management solutions such as ServiceNow.
• Strong skills in use of Microsoft products and related back-office products.
• Understanding of voice queues and reporting.
• Ability to build dashboards, reports, graphs and other statistical methods to show current ServiceDesk trends.

What CRH Offers You

• Highly competitive base pay
• Comprehensive medical, dental and disability benefits programs
• Group retirement savings program
• Health and wellness programs
• An inclusive culture that values opportunity for growth, development, and internal promotion

About CRH

CRH has a long and proud heritage. We are a collection of hundreds of family businesses, regional companies and large enterprises that together form the CRH family. CRH operates in a decentralized, diversified structure that allows you to work in a small company environment while having the career opportunities of a large international organization.

If you’re up for a rewarding challenge, we invite you to take the first step and apply today! Once you click apply now, you will be brought to our official employment application. Please complete your online profile and it will be sent to the hiring manager. Our system allows you to view and track your status 24 hours a day. Thank you for your interest!

Oldcastle APG, a CRH Company, is an Affirmative Action and Equal Opportunity Employer.

EOE/Vet/Disability 

CRH is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

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