THE BIGGEST IS LOOKING FOR THE BEST!
SiteOne Landscape Supply is the nation’s largest distributor of nursery, irrigation, outdoor lighting, landscape supplies, fertilizers, turf protection products, grass seed, turf care equipment, and golf course accessories.
Come grow with us! Join our team as a IT Service Desk Team Lead at our Troy, MI location.
Environment:
SiteOne Landscape Supply is the nation's largest supplier of wholesale irrigation, outdoor lighting, nursery, and landscape supplies. We have over 2,800 employees and almost 500 retail branches throughout the United States and Canada, and have our data center in Troy, Michigan.
Position:
We have a need for a Service Desk Team Lead in our Troy, MI location. Among other things, the Service Desk Team Lead is responsible for leading a multi-location Service Desk, our front-line technical support team for our internal customers.
Responsibilities:
- Lead team of first responders providing world-class customer service to our internal customers
- Encourage and develop individual team members to grow personally and professionally
- Manage and report against internal SLAs for response and delivery times
- Develop KPI and provide regular metrics on Service Desk productivity
- Maintain IT assets, including ordering, shipping and receiving of IT equipment
- Project management for large rollouts, deployments, etc.
- Responsible for escalations from internal customers and from the Service Desk team
- Act as Queue Manager, including escalations to other IT teams
- Follow up on internal surveys to maintain a high level of customer satisfaction
- Maintain team’s work schedule to maximize benefit to the business
- Manage the creation of documentation, including Knowledgebase articles and diagrams
- Respond to requests for technical assistance via phone, ticket or email as required
- Installation and support of computer hardware and software as required
- Ability to be on-call as needed
- Ability to travel 10%
- Financial reporting regarding expenses compared to operating budget
- Vendor management, including budgeting, reporting, and escalations
Requirements:
- Bachelor's degree or equivalent work experience
- Minimum of 7 years of technical support experience
- Minimum of 2 years of leading a technical support team
- Experience developing KPI and reporting on performance to management
- Experience with ServiceNow and Cisco Contact Center (preferred but not required)
- Experience with ServiceNow’s Performance Analytics (preferred but not required)
- Extensive Desktop/Server hardware and software experience
- Experience with thin clients and Citrix infrastructure
- Strong project management skills along with strong technical and analytical aptitude
- Excellent customer service skills and a positive attitude
- Ability to multitask and remain detail oriented in a fast-paced environment
- Demonstrated excellent verbal and written communication skills
Benefits:
- 401k with company match
- Medical, Dental, and Life Insurance
- Paid Time Off
- Tuition Reimbursement
- 8 Paid Holidays
- Product Discounts
- Competitive Compensation
- Opportunities for advancement
We are proud to be a Drug Free Workplace and Equal Opportunity Employer.
