At Greenbrier, we do the hard work that matters. The Greenbrier Companies (NYSE:GBX) is powering the movement of products around the world as a leading designer, manufacturer and supplier of freight rail and marine transportation equipment and services.

Greenbrier’s heritage of hard work and industrial innovation is celebrated at every level of our organization. We structure our business to support teams that deliver innovative solutions for our customers while positively impacting the world around us.

Greenbrier’s success begins with people. We believe in supporting our global workforce through our unwavering attention to Safety, Quality, Respect for People and Customer Satisfaction. These values are rooted in our IDEAL commitment, which promotes Inclusion, Diversity, Equity, Access, and Leadership, creating a culture where employees are engaged and feel good about coming to work every day. A diverse, qualified, and engaged talent base is the key to our success.

Summary

The IT Service Desk Lead supervises the day-to-day operations of Greenbrier’s technical Service Desk. This position supports and coaches team members on effective methods to research, troubleshoot, and deliver solutions. The IT Service Desk Lead trains the IT Service Desk team on the Service Desk systems, processes, tools, and procedures required to document, track, and resolve reported problems and requests, and to meet operational service levels and standards, and ensures the latest product and technical updates or policies are available and communicated to the team. Additionally, the IT Service Desk Lead monitors the queue and tracks key metrics to ensure sufficient coverage and achievement of service standards. Acts as the escalation point for critical issues and facilitates a final resolution.

In addition to working with business units based in the US and with those in satellite offices, the IT Service Desk Lead will also collaborate with other IT Teams: network, server, security, applications, and our teams in Mexico where leverage is beneficial. The IT Service Desk Lead is also responsible for creating and maintaining a positive customer experience for our internal customers. This includes maintaining a user-friendly IT Service Portal, customer facing knowledge base and reviewing customer satisfaction surveys.

The IT Service Desk Lead provides guidance and consults with vendors and other systems support units to identify and resolve complex customer problems, and contributes information on projects, assets and problem tickets for periodic reporting and improvement plans. Attention to detail, problem solving, driving with metrics/analytics, ITIL service methodology, collaboration, team development, vendor management, proactive planning, resource and task management, and strong execution skills are all part of delivering on the goal of this position.

Duties And Responsibilities

To perform this job successfully an individual must be able to perform the following essential duties satisfactorily. Other duties may be assigned to address business needs and changing business practices.

• Collaborates with other teams to ensure Service Levels (SLA’s) are in place and Key Performance measures KPI’s are defined and agreed for IT Service Desk Services.
• Provides team leadership and management of related processes, training support, and performance feedback.
• Manages of day-to-day activities ensuring focus on priorities, resolution of conflicts to meet services, improvement plans, and risk remediation.
• Acts as a point of escalation for unresolved or escalated needs
• Participates in supporting the change process and providing input to improve its effectiveness
• Ensures processes are in place to appropriately triage requests and issues and monitor as required
• Ensures that established procedures are maintained and adhered to for any IT related work or IT requests
• Creates monthly dashboards based on defined SLAs and create action plans for driving better service solutions.
• Communicates with internal customers to inform and respond as required with a sense of urgency and empathy

Qualifications

The following generally describes requirements to successfully perform the assigned duties.

Minimum Qualifications

• Bachelor’s Degree in Engineering or Computer Science desirable or equivalent working experience in similar role.
• 3 years’ experience in similar role including Service Desk leadership
• Experience managing 3rd party vendors to ensure the Greenbrier IT Service Desk meets all contractual SLAs and OLAs.
• Ability to execute in a customer focused environment
• Proficiency with corporate desktop technologies including Microsoft Windows Operating systems, Active Directory, SCCM/MOM, anti-virus and endpoint protection tools, Azure, O365 support, backup of endpoints, basic security, Mobile Device Management, and MAC OS.

Preferred Qualifications

• MS Exchange, Microsoft SCOM, Microsoft Web Services; MS Dynamics, SharePoint, Group Policies, Orion SolarWinds and Citrix.
• Knowledge of remote access capabilities to large enterprise systems based on role-based access and security model.
• Knowledge of mobile device management and safeguarding company owned data
• Experience using ServiceNow or other Enterprise PSA tool.
• Familiar with ITIL Methodologies (Certification Preferred).

Work Environment And Physical Requirements

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The majority of time in this position will be in a office environment. Occasionally required to be in a plant or shop environment, which will require the use of PPE equipment as environmental conditions dictate

Physical Activities and Requirements

Frequency Key

Not Applicable: Activity is not applicable to this occupation

Occasionally: Occupation requires this activity up to 33% of the time (0- 2.5 hours/day)

Frequently: Occupation requires this activity from 33% - 66% of the time (2.5- 5.5 hours/day)

Constantly: Occupation requires this activity more than 66% of the time (5.5 hours/day)

Working Postures

• Sit: Frequently
• Stand: Occasionally
• Walk: Occasionally
• Bend: Occasionally
• Kneel/Squat: Not Applicable
• Crawl: Not Applicable
• Climb: Not Applicable
• Reach Forward: Not Applicable
• Reach Upward: Not Applicable
• Handling/Fingering: Constantly

Lift / Carry Requirements

• 5-10 lbs: Occasionally
• 10-25 lbs: Occasionally
• 25-50 lbs: Occasionally
• 50-75 lbs: Not Applicable
• 75 lbs: Not Applicable

Push / Pull Requirements

• Up to 10 lbs: Occasionally
• 10-25 lbs: Occasionally
• 25-50 lbs: Occasionally
• 50-75 lbs: Not Applicable
• 75 lbs: Not Applicable

EOE including Vet/Disability

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ID 2023-1886

Company Greenbrier Leasing Company LLC

Location Lake Oswego, OR

Position Type Regular Full-Time

Category Information Technology

Remote Eligibility No