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Service Desk Supervisor, Toledo, OH

Toledo, OH, US, 43604

OBE Corporate



Job ID:  149300


Oldcastle BuildingEnvelope®, a CRH company, is the leading supplier of products specified to close the building envelope. They include: custom-engineered curtain wall and window wall, architectural windows, storefront systems, doors, skylights and architectural glass.


Oldcastle BuildingEnvelope is looking for a customer-focused individual with strong leadership skills to join our team as a Service Desk Supervisor.  The individual must be a self-starter with the ability to prioritize workload and self-manage his/her daily activities and the activities of a small group of Service Desk analysts.  The position will be responsible for overseeing the daily operations of Service Desk analysts at Tier I and II levels, driving customer satisfaction, and ensuring service performance objectives are achieved.  The role will also be responsible for talent development and helping to maintain a consistent culture across the varied geographical locations of the Service Desk.  This position will report to the Director of Infrastructure. 


Key Responsibilities (Essential Duties and Functions) 


  • Oversees the day-to-day activities of a team of Service Desk analysts.
  • Drives team achievement of service level performance goals, while maintaining customer satisfaction.
  • Monitors call and e-mail queues to ensure timely incident, event, and service request response and resolution. Ensure SLAs are met.
  • Measures and improves the quality of customer calls and ticket resolutions.
  • Responsible for scheduling of Service Desk staff to ensure 24x7 coverage.
  • Collaborates with other Service Desk supervisors to ensure standard process and a cohesive end user experience.
  • Acts as a coach to Service Desk analysts and performs routine evaluation of performance.
  • Acts as the first point of internal escalation within the Service Desk team.
  • May be required to assist in the remote troubleshooting and resolution of customer incidents.
  • Provides timely and proactive status updates to key business and IT stakeholders.
  • Supports the continuous improvement culture through the identification of potential process/procedural improvements and/or participation on cross functional/regional teams.
  • Other duties as assigned. 




  • Associate degree in IT or Business.  Equivalent work experience accepted in lieu of degree.
  • 2+ years of supervisory experience preferred.
  • ITIL Foundation or HDI certification preferred.
  • Process and/or project management experience preferred. 

Knowledge/Skill Requirements 


  • Ability to effectively work and communicate with people with a wide range of skills, experience, cultures and capabilities –business leaders, finance leaders, peers, vendors, staff members.
  • Ability to present ideas in concise, business-friendly and user-friendly language.
  • Ability to self-manage time.
  • Ability to supervise direct reports and maintain confidential information.
  • Ability to act with a sense of urgency and commitment to resolve issues under pressure.


What CRH Americas 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 Americas


CRH Americas has a long and proud heritage as one of North America’s largest corporations. We are a proud reflection of the hundreds of family businesses, local and regional companies and mid to large sized enterprises that together form the CRH Americas family. CRH Americas operates with a decentralized, diversified structure, letting you work in a small company environment while having the career opportunities of a large enterprise.


Oldcastle BuildingEnvelope®, a CRH company, is a great place to grow! 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 career site. Please complete your online profile which will be sent directly to the appropriate Hiring Manager. Our system allows you to view and track your status 24 hours a day. Thank you for your interest in the CRH Americas family!


CRH Americas is an Affirmative Action and Equal Opportunity Employer.

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

Date Posted:  Apr 12, 2019

Nearest Major Market: Toledo

Job Segment: Manager, User Experience, Project Manager, Management, Technology