IT User Support Lead

**The Role**
CertainTeed Canada, Inc., a division of Saint-Gobain, has an exciting career opportunity for a User IT support Lead.

This is a great chance to join a Top Employer and contribute to our growth and success by providing fast and sufficient support to our Canadian business.

**_ What’s the job?_**

The User Support Lead’s role is to manage the regions of US and Canada, to plan, direct, and coordinate the design, installation, and connectivity of infrastructure standards to ensure the stable operation of our Business IT PC assets. This includes the leading a small team within the User and Site Support group. The incumbent is responsible for developing, configuring, maintaining, supporting, and optimizing all new and existing PC based hardware, software, and communication technologies. The User Support lead will be the first level of support to provide direction to the analysts to resolve end user hardware and software problems in a timely and accurate fashion. This role will manage 3-5 direct report analysts.

**Administration and support of local resources**:

- Assist with Performance Reviews for the User and Site Support Personnel
- Recommend the increase in salary for each person under their supervision
- Assignment of workload that is being requested by the businesses
- Provide Support to Saint Gobain Associates as needed.
- Ensure that SGC hardware and software standards are adhered to
- Organize system procedures, and licensing information.
- Remain current on software upgrades and PC hardware that may be used by SGC Employee’s on their PC.
- Control ordered material and equipment.
- Inform technical writer if amendments, changes or creations are required for documentation

**Project Work / Management**
- Assist with large IT projects, both local and remote as directed by Management
- Manage smaller local regional projects

**Security / Standards Adherence**
- Keep abreast of all new Security changes both from Saint-Gobain and Outside vendors
- Assist with management and enforcement of IT Security polices and standards established by Saint-Gobain.

**General Support**
- Assist in the deployment of new software and technology as part of the corporate standards.
- Keep all systems current and up to date based on Saint-Gobain standards.
- Takes charge of troubleshooting incidents requiring an intervention
- Provides users local technical support and assistance
- Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
- Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
- Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard disks, hard drives, RAM, memory chips, CD-ROMs, and so on.
- Collaborate with User Support Supervisor Level 2 to ensure efficient operation of the company’s desktop computing environment.
- Where required, administer and resolve issues with associated end-user workstation networking software products.
- Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
- Maintain an inventory of all Computers and related and equipment in the region.
- Document all procedures that are out of date or not documented.

**Requirements** Customer Relations**
- Ensure that customer needs are taken into account in line with the strategy defined by DSI Group.
- Measure customer satisfaction and provide reporting.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Resolves service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Build sustainable relationships and trust with customer through open and interactive communication.
- Follow communication procedures, guidelines and policies.
- Work with User Support Level 3 for escalations and customer follow-up

**Technical Documentation**
- Responsible for creating technical documents (Visio Diagrams) and manuals, explain complex information in a clear and concise manner and working with SGTS teams to ensure accuracy of detailed descriptions.
- Plan, develop, organize, write and edit operational procedures and manuals
- Produce electronic documentation in addition to hard copy manuals
- Analyze documents to maintain continuity of style of content
- Manage updates and revisions to technical literature
- Will occasionally require working outside of normal business hours.
- On-call availability 24 / 7 with cell phone coverage
- Other duties as assigned by the SGTS Director, User Site Su