IT Support Team Lead - hybrid

Company: Gerber Collision & Glass

WELCOME TO GERBER COLLISION & GLASS
 
Our Team Members Drive Us! Gerber Collision & Glass is one of the largest collision repair companies in North America. With $2+ billion in sales, over 800 locations and growing, our 10,000+ team members across the United States and Canada are passionate about delivering our goal to WOW Every Customer and Be the Best! 
 
We invite you to join our team. Gerber offers a great place to launch and grow careers. As we continue to grow, we have endless opportunities for you to grow with us. 
 
Gerber Collision & Glass recognizes, values and welcomes all applicants with unique talents and abilities from all backgrounds and characteristics. All qualified individuals are encouraged to apply, including individuals with disabilities and Protected Veterans.
 

Job Description:

 Are you looking to start a career and not just another job? Then The Boyd Group is the employer for you! The Boyd Group Inc. (the “Company”) is one of the largest operators of non-franchised collision repair centers in North America in terms of number of locations and sales. The Company currently operates locations in Canada under the trade names Boyd Autobody & Glass and Assured Automotive, as well as in the U.S. under the trade name Gerber Collision & Glass. In addition, the Company is a major retail auto glass operator in the U.S. with operations under the trade names Gerber Collision & Glass, Glass America, Auto Glass Service, Auto Glass Authority and Autoglassonly.com. The Company also operates a third party administrator Gerber National Claim Services (“GNCS”) that offers glass, emergency roadside and first notice of loss services. Our management team is dedicated to providing all our employees the tools and opportunities to be successful. If you’re motivated to be the best then The Boyd Group is the place to make that happen. We offer a fast paced, customer focused  atmosphere where our employees are valued for their contributions to our success. Please visit our website for more information about what makes The Boyd Group the industry leader in auto body repair.  

IT Support Team Lead

SUMMARY:  The Boyd Group is looking for an  IT Support Team Lead. The IT Support Team Lead is responsible for managing a team that provides user support and customer service on all end-user computer systems, software, and hardware. Duties include overseeing and tracking the work of technical support analysts to ensure that all service desk needs are met on time and to a high degree of customer satisfaction. Additionally, the position is responsible for drafting ITSM operational policies, maintaining documentation, implementing improvement processes and reporting on their effectiveness. 

ESSENTIAL DUTIES AND RESPONSIBILITIES 

MANAGEMENT

  • Drive Service Desk and L2  teams to a high level of performance, ensuring consistent delivery of a “white glove” service to Boyd team members.

  • Act as a technical escalation point for Service Desk, coordinate the diagnosis and resolution of complex support issue

  • Directly handle difficult or exceptional customer interactions and act as an escalation point for all other interactions, as needed.

  • Ensuring all processes used by the service desk and L2 are thoroughly documented, consistently audited, and regularly improved.

  • Proactively identify opportunities to eliminate manual, repetitive processes through automation.

  • Conduct and share results from service and operation performance reviews.

  • Duties may include responding to requests, resolving issues, assigning and escalating issues, reporting on issue status and metrics, and ensuring timely resolution of issues

  • Maintain expert knowledge of supported applications, hardware, and shop technologies 

  • Develop and monitor progress on Service Desk & L2 performance metrics and objectives. 

  • Identify and promote the implementation of improvements to existing metrics and objectives

  • Act as the customer satisfaction ambassador and meet regularly with stakeholders and customers to assess customer satisfaction.

  • Drive root cause analysis and corrective action completion and help eliminate disruption of services and improve day-to-day operations using validated problem analysis and tracking all elements of the RCA to closure.

  • Develop, coordinate, and perform post change review of scheduled changes for all RCs and maintenance efforts.

  • Participate technical calls for major incidents and outages

WORK QUALITY

  • Ensure that the values, objectives and quality standards of the Company are achieved/met.  

  • Be a resolution path for team members to resolve blockers

  • Perform post-resolution follow-ups to help maintain excellent communication and relations with the business

WORK EFFICIENCY

  • Strong communication skills, including the ability to be influential and persuasive with stakeholders.

  • Ability to handle multiple projects simultaneous with overlapping deadlines.

  • Ensure the proper scheduling of Service Desk and L2 personnel and ancillary resources to provide appropriate coverage.

  • Prioritize problems, incidents, and requests for proper escalation (when required) to an appropriate team

  • Review, analyze, evaluate and implement technical processes and products to support initiatives of the Service Desk, the IT Department, and Boyd, while effectively communicating with all impacted parties and by troubleshooting and resolving issues with a sense of urgency to minimize any system downtime.

SAFETY

  • Ensure that all injuries are immediately documented and called in to the Human Resources Department.  

  • Participate in on-going safety training.  

  • Ensure that work areas are kept clean and safe and that employees operate under safe working conditions.

  • Comply with any safety directives when working in production environments.
     

COMPANY EXPECTATIONS

  • Comply with all Company policies and procedures as outlined in the employee handbook.  

  • Maintain a good rapport with all employees of The Boyd Group.  

  • Take responsibility in your area of employment with The Boyd Group  for reporting, making recommendations and correcting situations adverse to the Company’s best interest.

SUPERVISORY RESPONSIBILITIES:

  • Indirectly manage the work of vendors to ensure proper quality and timeliness of work. 

  • Lead, develop and coach members of the staff regarding technology, processes and procedures

  • Lead in the selection and review of all members of the  L2

  • Establish and maintain procedures and documentation for the Service Desk & L2

  • Effectively managing, developing, and training the service desk  and L2 team.

  • Manage an outsourced partner to recommend and implement appropriate technology and other resources to maximize service desk effectiveness.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, training certification and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Able to work a hybrid schedule of working 3 days a week in our Elmhurst headquarters

  • Strong knowledge and understanding of Google Workspace, Active Directory, and endpoint management, which includes, MDM, patch management and access management, and asset management.

  • Advanced ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.

  • Have excellent verbal and  written skills.

  • Advanced knowledge of ticketing, CMDB, and Asset Management tools, Fresh Service is a plus

  • Advanced knowledge of ITSM best practices with an emphasis on change management, Incident management, problem management, asset management 

EDUCATION and/or EXPERIENCE:

  • 10+ years of experience in IT technical service management.

  • 6+ years of team management experience.

  • ITIL v4 Foundation required

  • Implemented ITIL practices strongly preferred

  • Strong operational service management knowledge and skills and understanding of IT operations processes.

  • Proficiency in using metrics to measure and model service delivery and drive continuous improvement


   

Benefits That Drive Your Success
Gerber offers the comprehensive benefits you expect from an industry leader, including:

  • Competitive Pay Plans
  • Medical, Prescription Drug, Dental & Vision Insurance
  • 401(k) Retirement Plan with company match
  • Employer Paid Short-Term Disability & Life Insurance
  • Paid Vacation & Holidays
  • Continuing Education Opportunities

Gerber Collision & Glass is proud to be an equal opportunity employer committed to an inclusive and diverse workplace. All qualified candidates will receive consideration for employment, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, marital status, or any other consideration, prohibited by law or by contract.

About Us
Gerber Collision & Glass has been WOWing customers with our collision repair services for over 80 years. Please visit gerbercareers.com to learn more about our company.