Service Desk Team Lead

IT Professional

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.

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, managing and mentoring a team of support technicians, 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, developing and maintaining standard operating procedures, overseeing incident and problem management processes, providing training to end-users, collaborating with other IT teams and vendors, identifying opportunities for service improvement, tracking and analyzing support metrics, generating performance reports, identifying trends, managing relationships with vendors and service providers, ensuring compliance with company policies and security standards. Experience/Skills required include 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, and experience with Active Directory administration. Bachelor's degree in a related field or equivalent experience.