Service Delivery Lead Technician

About Us

Clayco is a full-service, turnkey real estate development, master planning, architecture, engineering, and construction firm that safely delivers clients across North America the highest quality solutions on time, on budget, and above and beyond expectations. With $5.8 billion in revenue for 2023, Clayco specializes in the "art and science of building," providing fast track, efficient solutions for industrial, commercial, institutional, and residential related building projects.

The Role We Want You For

Clayco's Service Delivery Team is not your average IT support center! Our team members are highly motivated, technically proficient, difference-makers that consistently deliver a white-glove experience to our Clayco team members (including our Executive staff) in need of technical support.

As a Technician Lead, you will be the first line of support for executive staff who contact our IT Service Desk. You will be tasked with answering incoming phone calls, replying to, and documenting support tickets in our cloud ticketing platform (ServiceNow), and assisting team members who walk up to our support area - including Executive Staff with a high sense of urgency. We provide in-depth training, detailed documentation in our knowledge base for 90% of the tickets that come in, a Service Delivery group chat for easy collaboration, and a welcoming team environment that encourages questions and provides feedback.

The opportunities for learning and growth are immense as our team resolves 80% of the tickets that come in, exposing our technicians to a wide array of technical issues that may occur with software applications, hardware, network, A/V, and phone systems. If a ticket cannot be resolved at our level, our Service Delivery team members escalate to our more advanced support teams where you are encouraged to shadow the resolution. As a part of the Service Delivery team, you will have the opportunity to get hands on experience working with as well as troubleshooting state-of-the-art technologies and infrastructure.

The Specifics of the Role

• Manage, triage, troubleshoot, and document incoming incidents and requests from end users in a courteous manner - incidents/requests will come in as phone calls, emails, and walk-ups.
• Set up, configure, and troubleshoot hardware, software, and network issues for executive offices and remote locations.
• Provide white glove service for our executive staff, with a sense of urgency.
• Respond promptly to executive support requests, ensuring minimal disruption to their daily activities.
• Lead, mentor, and develop internal team skills and create a reliable group of technicians to assist in providing support to our executive staff.
• Prioritize problems, incidents, and requests for proper escalation (when required) to an appropriate team.
• Identify and familiarize yourself with the software and hardware utilized by the organization.
• Set up and support audio/video conferences and meetings.
• Perform post-resolution follow-ups to help maintain excellent communication and relations with team members that you assist.
• Share feedback on recurring incidents to the operations team.
• Provide after-hours and on-call support as needed, on a rotating schedule.

Requirements

• Associate’s, or Bachelor’s Degree in an IT related discipline (preferred).
• 3-5 years of experience as a service desk professional.
• Experience supporting C-Suite executives and senior management.
• CompTIA Certifications are a plus.
• Strong knowledge of Windows, Mac OSX, and iOS devices.
• Knowledge of Information Technology Service Management (ITSM) system preferably ServiceNow.
• Exchange/Office 365 administration experience.
• Customer Service/Service industry experience.
• MS Office Suite support.
• Active Directory experience.
• Audio/video experience.
• Ability to lift, up to 50 lbs.
• Strong interpersonal and communication skills.
• Enthusiastic, hardworking, team player who demonstrates urgency.

Some Things You Should Know

• Our clients and projects are nationwide – Travel may be required.
• No other builder can offer the collaborative design-build approach that Clayco does.
• We work on creative, complex, award-winning, high-profile jobs.
• The pace is fast!

Why Clayco?

• Best Places to Work – St. Louis Business Journal, Los Angeles Business Journal, Phoenix Business Journal.
• ENR – Top Midwest Contractors (#1), Top Design Build Contractors (#4), Top 400 Contractors (#23), ENR – Top Green Builders (#5).

Compensation and Benefits

• Competitive Annual Salary based on qualifications, skills, training, and experience.
• Discretionary Annual Bonus: Subject to company performance and individual contribution.
• Comprehensive Benefits Package Including: medical, dental and vision plans, 401k, generous PTO and paid company holidays, employee assistance program, flexible spending accounts, life insurance, disability coverage, learning & development programs and more!