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Business Applications Service Desk Lead - Atlanta, GA

Atlanta, GA, US, 30346

Oldcastle APG
APG Headquarters


Job ID:  419404


Oldcastle APG, a CRH company, is a leading global supplier of building and landscaping products. Its product portfolio includes hardscapes and masonry, packaged cement mixes, lawn and garden materials, and composite decking sold through a variety of channels for residential and commercial use. Oldcastle APG is the leading producer of hardscapes in North America and Europe and the innovator behind many of the industry’s well-known brands: Belgard hardscapes, Echelon masonry, Sakrete bagged dry mixes, and MoistureShield composite decking. With over 260 operating locations and approximately 8,500 employees, Oldcastle APG operates across 7 countries in the U.S., Canada, and Europe.


Job Summary


The Business Applications Service Desk Lead will be responsible for actively managing the Business Applications 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 interface with the Service Desk Manager on the maturation of the Oldcastle APG Knowledge Base to ensure 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 Responsibilities


  • Build of Training Curriculum assignments by job function

  • Business transformation to required completion of online training prior to role release for new hires

  • Establishing materials that demonstrate a reduction of service desk tickets and/or time to resolution

  • Ticket Management, ticket assignment and queue management

  • Management of SLOs and SLAs

  • Manages all activities related to the staffing and operation of the business applications 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.

  • Respond to more complex, escalated enquiries from team members.

  • Oversees successful completion or resolution all Service Requests and Incidents assigned to the Service Desk team. Collaborates with IT managers in managing their team’s queues.

  • Collaborate on the 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.

  • Interface with functional business teams to anticipate upcoming needs and staff training for support

  • Interface with education lead to update Knowledge Base solution and articles

  • Facilitates/responds to urgent support escalations from the field and comfortable with the need to work the weekend/ OnCall shifts.

  • Ensures help desk vendors are meeting and exceeding performance expectations.

  • Update existing support queues, categories, and escalations to improve business application support

  • Other duties as assigned


Job Requirements


  • 8+ years technology experience with focus on functional customer support.

  • 8+ years ERP functional experience; preferably Infor M3

  • Deep operational knowledge of ServiceNow ITSM; ITBM a plus

  • 3+ years servant leadership of at least 5 people, with demonstrated ability to train and coach others in a motivating and positive way.

  • 3+ years successfully managing and improving a Service Desk practice, preferably in the manufacturing industry.

  • 3+ years partnering with vendors, focused on service levels and performance improvement.

  • Demonstrated continuous improvement.

  • Strong skills in use of Microsoft products and related back-office products.

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


EOE/Vet/Disability--If you want to know more, please click on this link




Date Posted:  Sep 10, 2022

Nearest Major Market: Atlanta

Job Segment: Help Desk, Information Technology, ERP, Developer, Technical Support, Technology