IT Service Desk Manager

Oldcastle InfrastructureTM, a CRH company, is the leading provider of utility infrastructure solutions for the water, energy, and communications markets throughout North America. We're more than just a manufacturer of precast concrete, polymer concrete, or plastic products. We're a trusted and strategic partner to engineers, contractors, distributors, specifiers, and more. With our network of more than 80 manufacturing facilities and more than 4,000 employees, we're leading the industry with innovation and a safety-first mindset.

Position Overview

The Service Desk Manager at Oldcastle is responsible for all Level 0-1 support and maintenance activities across all IT disciplines for all employees based on the ITIL Service Management Framework. This critical role develops and implements policies, procedures, processes and standards for the IT support, monitoring, maintenance, and daily operations to include endpoints, servers, networks, telephony, collaboration and business applications.

Reporting to the Manager, Infrastructure, The Service Desk Manager works closely with the Infrastructure group, Application Support Group and with the Information Security group on specific projects and technology requirements and hand offs.

The Service Desk Manager guides and mentors a team of geographically dispersed and skilled support analysts, manages various service contracts and monitors SLAs and the performance of those contracts and services. The Manager is responsible for the organization-wide asset management and inventory across all the company's technology landscape.

The Service Desk Manager will also be the key lead contact for the corporate office and will help lead initiatives around employee technology engagement, end-user training, and documentation through knowledge articles.

Key Responsibilities (Essential Duties and Functions)

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Maintain and nurture business relationships through effective communication with internal stakeholders.
• Oversee 100% of the requests, incidents, and problems.
• Stakeholder in the ITSM module in ServiceNow.
• Monitors IT endpoints and peripherals and is responsible for level 1 business application support.
• Participates in the installation and upgrade of business technology, tools, and services.
• Manages and maintains an accurate IT Asset Inventory.
• Manages and coordinates urgent and complicated support issues.
• Act as an escalation point for all requests and incidents.
• Develop and mature phone/ticket processes to ensure flow to resolution with escalation and information within the organization.
• Determine and/or facilitate the root cause of issues and communicate appropriately to internal and external customers
• Manage the Ticketing System Platform
• Train, coach, and mentor support analysts, including career development, and oversee staff activities.
• Builds/obtains (from other departments) training material and job aides for support staff.
• As needed, schedule employees' working times and provide backup support.
• Provide data and reporting of KPI's and trends to IT department and others in ad-hoc, weekly, monthly and as needed.
• Drive Ticket Deep Dive and develop strategies for improvement.
• Work to make Service Desk the single source of truth and service delivery channel for IT.
• Monitor and manage phone and ticket systems queue (participating in escalated calls as needed).
• Oversee Solutions repository (KB) and ensure top quality solutions are available to the staff.
• Develops Service and Business Level Agreements to set expectations and measure performance.
• Develops an effective and workable framework for managing and improving customer IT support in the organization.
• Manage process for communicating outage/emergency activities to the organization.
• Manage vendor relationships as it related to daily operational needs.
• Participate in M&A activities such as end user support, hardware discovery and delivery, etc.
• Review survey feedback to improve services, tools and support experience
• Ensure compliance with IT policies, regulations and laws
• Other duties as assigned

Qualifications

Sufficient education, training and/or work experience to demonstrate possession of the following knowledge, skills, and abilities.

• Bachelor's degree
• 5+ years of advanced IT skills with specific service desk/customer service experience and expertise
• 3+ years of experience supervising an IT support function and analysts
• Hands-on experience with ITIL frameworks and relevant compliance practices (e.g. SOX)
• Experience designing and implementing end-to-end IT support processes
• Experience developing, documenting, tracking and reporting IT operations KPI
• Ability to develop IT support policies, standards and guidelines based on best practices and industry standards
• Excellent interpersonal, communication, and presentation skills, including formal report-writing experience
• Detailed oriented

Preferred Qualifications

• ITIL Certification
• ServiceNow Hand-on experience

Work and Physical Requirements

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully.

• Sitting for extended periods of time.
• Ability to safely lift up to 50 pounds.
• Ability to travel (overnight) as required based on business needs up to 25%.
• Ability to drive up to 4 hours for onsite services and meetings.
• Must pass a background check, alcohol, and drug testing.
• The position may require work outside of normal business hours in response to critical incidents or business-impacting project deliverables.
• The position may also require weekend and holiday coverage.

Work Environment

• Normal office working conditions in addition to industrial plant sites and quarries, requiring the usage of personal protective equipment, e.g. hard hat, steel-toed boots, and safety glasses.

The statements included in this job description are not intended to be all-inclusive. They represent typical elements and criteria necessary to successfully perform the job. Other duties may be assigned as required. Requirements for this job are subject to modification by the Company and its designees, and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What CRH Offers You

• Highly competitive base pay
• Comprehensive medical, dental and disability benefits programs
• Group retirement savings program
• Health and wellness programs
• A diverse and 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 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 Infrastructure, a CRH Company, is an Affirmative Action and Equal Opportunity Employer.

EOE/Vet/Disability