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IT Lead on Duty


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


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