IT Service and Support Lead

Take Your Corporate Career to the Next Level 

Are you ready to be challenged, make a difference, and experience professional growth in your career? Kleinfelder’s Corporate Services team is looking for you! From Accounting & Finance, Human Resources, Marketing & Communications, and Information Technology to Legal and Health & Safety, our corporate employees are part of the Kleinfelder ecosystem – supporting the projects that improve the communities we work and live in.  

Step into Your New Role 

The IT Service and Support Lead is responsible for the ongoing operation of our Customer Support function. This includes incident management and reporting, interfacing with the business across all levels, setting outstanding customer service expectations, root-cause analysis, performance and process improvement and frequent statistical performance monitoring and reporting. Manages assigned staff.  Works independently or in conjunction with senior management. Uses knowledge of industry and/or professional guidelines and protocols to accomplish goals and objectives and solve abstract problems/difficult matters. This position is open to remote employees across the United States, with the option to work from any of our 100+ office locations nationwide.

Responsibilities:

• Oversees help desk operations to ensure service tickets are resolved and service requests are fulfilled, across internal and external team, within agreed Service Level Agreements (SLAs). Identifies and executes on opportunities for continuous improvements to team processes and tools. Supports incident resolution and resolves tickets when needed.    
• Maintains Service Catalog and ensures service offerings are up-to-date. Revises the catalog to add new services as required and identifies services to remove. Ensures team has appropriate documentation to support new services. Drives a shift left strategy, identifies opportunities for self-service and automation with a working knowledge of process creation and automation tools.
• Addresses customer escalations and provides excellent customer service, using clear communication and interpersonal skills.
• Collaborates with Project Management Office, ITIL, Security, Applied Technology and Infrastructure leaders on relevant end-user issues and concerns. Identifies opportunities for, and takes action to build, relationships with business stakeholders.
• Sets challenging and productive goals for team, holds team accountable for actions, provides leadership and motivation, provides resources and support, uses checkpoints and data to track progress, sets up systems and processes to measure results.

Position Competency Requirements:

Building and Supporting Teams

• Shows enthusiasm toward being a member of the group.
• Actively participates in team meetings and activities.
• Leverages the skills and interests of coworkers to achieve goals and solve problems.
• Supports team decisions.

Driving for Results

• Aggressively pursues challenging goals and objectives.
• Willing to put in considerable time and effort to accomplish objectives.
• Takes a highly focused, goal driven approach toward work.

Making Accurate Judgment and Decisions

• Bases decisions on a systematic review of relevant facts and information.
• Avoids making assumptions or rushing to judgment.
• Provides clear rationale for decisions.

Serving Clients

• Builds strong relationships with clients.
• Stays aware of client needs, concerns and satisfaction.
• Responds promptly to client questions and requests.
• Effectively manages client expectations.

Understanding Financial Impact

• Understands how his/her work affects financial performance.
• Considers the financial consequences of solutions or decisions.

Utilizing Processes

• Is able to follow directions. Identifies problems and initiates necessary changes.
• Designs practices, processes, procedures, and systems to manage work simply, and uses resources efficiently.

Health & Safety

• Demonstrates commitment to using LPS and other Health and Safety tools to identify and correct hazards, at-risk behavior, and near-losses.

Experience and Academic Requirements

Education: AS degree in Information Technology/related field or equivalent combination of education and experience required. BS degree in Information Technology or related field is preferred.

Experience: 7 – 8 years of proven related experience, 4 - 5 years designated professional experience, 1 – 2 years of supervisory / management experience preferred. 

Certification/Registration: MSCE Certification desired.

Other Knowledge and Skills: Superior communication and analytical skills required, knowledge of ITIL methodology also required.  Knowledge of ITSM tools, Microsoft PowerApps, PowerShell and PowerBI preferred.    

Move Forward with Kleinfelder

Kleinfelder has been connecting great people to the best work since 1961. We are engineers, scientists, and construction professionals providing solutions that improve our clients’ transportation, water, energy, and other private infrastructure. As a responsive, cross-disciplinary team of bright, curious, and innovative problem-solvers, we are dedicated to doing the right thing, every day, on every project from over 100 offices in the US, Canada, and Australia. Connecting great people to the best work is our purpose – together, we deliver. 

Progress with an Employer that Values You

Kleinfelder is an inclusive organization free from discrimination. We are a stronger organization when we are a diverse workforce and believe that through diversity, equity, and inclusion comes creativity, innovation, and unity. We are proud to offer the following: 

Benefits: Kleinfelder offers an excellent compensation and benefits package, including: medical, dental, vision, life insurance, 401(k) plan, and paid holidays. The expected salary range for the position is displayed in accordance with the California Pay Transparency Law.  Final agreed upon compensation is based upon individual qualifications and experience. Salary Range: $75,850

- $126,584.

Career Development: We are committed to investing in the professional development of our staff, offering each employee every opportunity to grow, develop, and take control of their career paths. We support these efforts through reimbursements for continuing education as well as many of the expenses associated with trainings and certifications, and opportunities for career development through our internal Mentoring Program. 

Equal Opportunity: Kleinfelder is an Equal Opportunity Employer Minorities/Women/Disabled/Veterans. 

NOTICE TO THIRD PARTY AGENCIES  

Please note that Kleinfelder does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Fee Agreement, Kleinfelder will not consider or agree to payment for any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, Kleinfelder explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resume, including those submitted to hiring managers, are deemed to be the property of Kleinfelder.