Integration Help Desk Lead

Based in St. Louis, Core & Main is a leader in advancing reliable infrastructure with local service, nationwide. As a specialty distributor with a focus on water, wastewater, storm drainage and fire protection products and related services, Core & Main provides solutions to municipalities, private water companies and professional contractors across municipal, non-residential and residential end markets, nationwide. With over 370 locations across the U.S., the company provides its customers local expertise backed by a national supply chain. Core & Main's 5,700 associates are committed to helping their communities thrive with safe and reliable infrastructure. Visit coreandmain.com to learn more.

ob Summary

Oversees all Help Desk processes related to Merger and Acquisition operations. Coordinates all onsite travel and remediation efforts by Help Desk Integration Technicians. Monitors the daily work of assigned staff on the Help Desk. Share updates and concerns with the Help Desk Manager. Provides ongoing training in technology, procedures, and service quality standards to Help Desk Technicians.

Major Tasks, Responsibilities, and Key Accountabilities

• Identify and define M&A requirements, scope, and objectives with IT Project Managers.
• Direct M&A project correspondence by preparing and reviewing action plans, proposals, memos, meeting minutes, and emails.
• Lead a dedicated team that physically travels to newly acquired branches across the country and implements standardized C&M technical solutions.
• Evaluate existing components and systems to determine integration requirements.
• Lead and Support M&A Team before, during, and after onsite remediations
• Manage the integration, analysis, and assessment of plans and strategies across multiple projects at once.
• Follow and enforce M&A SOPs for expense reporting and travel.
• Support the team onsite during large acquisitions of 25 or more computers.
• Monitor and follow up on implemented technologies for the long-term success of the integration.
• Creates and maintains, detailed Help Desk documentation (KBAs & SOPs)
• Identify opportunities for automation and assist with the development of automation systems to address those opportunities.
• Participation in research, planning, scoping, implementation, and ongoing support for projects.
• Provide training and guidance on new technologies and trending tickets.
• Ensure reports meet daily performance goals, SLA, Average number of tickets, Backlog, Customer surveys, etc.
• Enforces IT standards and educates associates about compliance issues.
• Lead any required meetings/work to determine status and remove blockers for the team.
• Motivate the team to deliver ticket resolutions on time with superior quality.
• Advocate for quality in every interaction and adhere to QA best practices.
• Responsible for delegating proper tasks over to other teams for additional support.
• Provide daily observation of the new queue, escalation queue, and M&A assignment group.
• Assist with daily escalation problems.
• Provide leadership in driving all backlogs down.
• Proactively seek to implement new SOP's and KBA's for the team.
• Help maintain the On-Call rotation.
• Provide weekly Wins/updates to Help Desk Manager.

Preferred Qualifications

• Associate degree in computer science or related field preferred.
• 3+ years in enterprise IT or application support with direct experience in M&A integration, Day-1 readiness, ERP and identity consolidation, incident leadership, and post-merger stabilization in fast-paced acquisition environments.

Career Level Dimensions

Typical Training/Experience

• Typically requires BS/BA in a related discipline. Certification may be required in some areas.

Problem Complexity

• Works in compliance with established procedures and/or protocols.
• Evaluate potential problems and technical complications and develop solutions.
• The ability to balance and prioritize multiple projects and remain calm under pressure.

Autonomy

• Working independently to define problems, collect data, establish facts, draw valid conclusions, and escalate as needed.

Leadership

• Provide general guidance/direction to or train junior-level support personnel or professional personnel.
• Capability to self-motivate, work independently and take ownership of job responsibilities.
• Serve as a first-line leader for Level 1-3 associates (approve time, track metrics, basic supervisor functions).
• Evolve, update, and maintain QA processes and coach, mentor and educate the team on Help Desk best practices.

Environmental Job Requirements

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions, there may be a need to move or lift light articles.
• Travel for this role is required 10% or more based on the M&A schedule.

This information indicates the general nature and level of work performed by associates in this role. It is not designed to contain a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this role. This description supersedes any previous or undated descriptions for this role. Management retains the right to add or change the duties of the position at any time.

Core & Main is an Equal Employment Opportunity employer. Employment at Core & Main is based solely on a person's merit and qualifications directly related to professional competence. Core & Main does not discriminate against any employee or applicant on the basis of race, creed, color, religion, national origin, nationality, ancestry, age, disability, veteran status, pregnancy or related condition (including breastfeeding), affectional or sexual orientation, gender identity or expression, marital status, status with regard to public assistance, citizenship, or any other basis protected by law.

None of the questions in this application are intended to elicit information regarding any protected characteristics, nor imply any limitation, illegal preferences or discrimination based upon non-job-related information or protected characteristics.

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