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Job Description

Job Description

IT Lead on Duty

Job ID 1261502BR Date posted 09/07/2017 Location Wilkesboro, NC Location Name CSC-Wilkesboro Address 1605 Curtis Bridge Road Employment Type I Regular Employment Type II Full-Time Line of Business Corporate Department 0018 - IT Service Desk
Are you a Pioneering Spirit? Lowe's is looking for Visionaries, Risktakers, Adventurers. Lowe’s is looking for someone that is driven by potential—A trailblazer of innovation. We are a multibillion dollar company with 5 million MyLowes users and millions of daily site visits. We’re looking for someone that dares to take risks and is excited about the opportunity to work on problems that have never been attempted. So if you’re an innovator, the kind of person who thinks outside the box and is always excited about your next challenge, you might just be the Pioneering Spirit we’re looking for.


PURPOSE OF ROLE:

The primary purpose of this role is to supervise technical support teams and to provide first, second, and third level support to resolve problems with products and applications. This includes responsibility for overseeing the tracking and documentation of high/critical impact and enterprise wide issues. The Lead On Duty will participate in hardware and software changes into IT production environments.


RESPONSIBILITY STATEMENTS

• Supervises technical support team in providing first, second, and third level support to resolve problems with products and applications by ensuring team members meet customer service standards and service level targets

• Oversees the tracking and documentation of high impact issues by ensuring details of problems, status of service requests, and resolutions are entered into the company tracking system

• Coordinates with third party hardware and/or software vendors by initiating and supporting vendor services as necessary

• Participates in hardware and software changes into IT production environments by coordinating and proposing production schedule changes as needed

• Reviews vendor performance levels and ensures service level agreements are met

• Leads the testing and execution of disaster recovery and business continuity processes and events


QUALIFICATIONS

REQUIRED EDUCATION/EXPERIENCE

Bachelor's Degree in Computer Science, CIS, or related field.

7+ years of IT experience in a support or operations environment working with PC or client/server platforms and/or hardware.

2+ years of experience in a leadership role with or without direct reports.


PREFERRED EDUCATION/EXPERIENCE

Master's Degree in Computer Science, CIS, or related field.

4+ years of experience leading technical or project teams with or without direct reports in a large matrixed organization.

4+ years of experience working with third party IT vendors and/or software/hardware suppliers

4+ years of experience writing technical documentation or standard operating procedures related to IT technical support or deployment



About Lowe's

Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE ® 50 home improvement company serving more than 17 million customers a week in the United States , Canada and Mexico. With fiscal year 2016 sales of $65.0 billion, Lowe’s and its related businesses operate or service more than 2,375 home improvement and hardware stores and employ over 290,000 employees. Founded in 1946 and based in Mooresville, N.C. , Lowe’s supports the communities it serves through programs that focus on K-12 public education and community improvement projects. For more information, visit Lowes.com

Lowe’s is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.

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