Saint-Gobain
User and Site Support Supervisor Level 3
Saint-Gobain, Malvern, Pennsylvania, United States, 19355
We are seeking a highly qualified User and Site Support Supervisor Level 3 to lead our support team. This position is responsible for overseeing daily operations, providing guidance and mentorship to Level 3 support analysts, and serving as the primary point of contact for resolving complex or high-priority issues. Key duties include managing staff, task and project assignment, and supporting team development through performance evaluations and targeted growth opportunities. By cultivating a collaborative and accountable work environment, this role will contribute significantly to process enhancement and service improvements within the organization.
In this role, you will:
Lead the day-to-day operations for the User and Site Support Level 3 team
Supervise and mentor User and Site Support Level 3 Analysts
Act as an escalation point for complex or high priority issues
Assign and prioritize daily tasks, tickets and manage staff coverage
Conduct performance reviews and support team development
Foster a collaborate and accountable team culture
Assist with process and service improvement
Responsible for metrics reporting
5+ years in a leadership or senior technician role
Experience with ticketing systems (ServiceNow)
Strong Leadership skills
Strong troubleshooting skills
Excellent interpersonal, written and verbal communication skills
Strong organizational and prioritization skills
At Saint-Gobain, our employees have pride in belonging to an organization whose culture is made up of these core values: Trust, Empowerment, & Collaboration. Our company encourages diversity and inclusion in all its forms while our products make the world a more beautiful, safer, and sustainable home (http://bit.ly/purpose-sgna) .
Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Saint-Gobain is an equal opportunity employer of individuals with disabilities and supports the hiring of veterans.
Applicants for roles based in Washington state or remote roles that would be worked from Washington state are encouraged to direct any concerns regarding the state's Pay Transparency laws to the SGNA HR Compliance team at SGNA_HR_Compliance@saint-gobain.com .
Saint-Gobain is committed to helping you and your family be well in all aspects of your life. Be Well. Be You brings together inclusive programs and meaningful resources to support all aspects of your physical, emotional, financial, and social well-being. Employees have the flexibility to choose the benefits that best fit their individual needs.
Health and Well-being - Supporting your wellbeing, to thrive in life and work.
Medical, Prescription Drug, Vision, and Dental Insurance
Healthcare Saving Account and Flexible Spending Account options
LiveWell Wellness Program
Employee Assistance Program (EAP)
Paid Time Off and Paid Parental Leave
Retirement and Protection - Helping to make the future life you want a reality.
401(k) with Company Match, Retirement Accumulation Plan (RAP) Cash Balance Pension Plan
Company-provided Life Insurance, AD&D, Short-Term Disability
Voluntary employee and dependent life insurance, Long-Term Disability, Critical Illness and
Accident Insurance
Additional Benefits - Helping shape the experience and impact you want
Commuter Benefits
Group Legal
Identity Theft Protection
Auto and Home Insurance
Pet Insurance and Discounts
Back-up Child and Elder Care
PerkSpot Employee Discount Program
Volunteer Day
In this role, you will:
Lead the day-to-day operations for the User and Site Support Level 3 team
Supervise and mentor User and Site Support Level 3 Analysts
Act as an escalation point for complex or high priority issues
Assign and prioritize daily tasks, tickets and manage staff coverage
Conduct performance reviews and support team development
Foster a collaborate and accountable team culture
Assist with process and service improvement
Responsible for metrics reporting
5+ years in a leadership or senior technician role
Experience with ticketing systems (ServiceNow)
Strong Leadership skills
Strong troubleshooting skills
Excellent interpersonal, written and verbal communication skills
Strong organizational and prioritization skills
At Saint-Gobain, our employees have pride in belonging to an organization whose culture is made up of these core values: Trust, Empowerment, & Collaboration. Our company encourages diversity and inclusion in all its forms while our products make the world a more beautiful, safer, and sustainable home (http://bit.ly/purpose-sgna) .
Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Saint-Gobain is an equal opportunity employer of individuals with disabilities and supports the hiring of veterans.
Applicants for roles based in Washington state or remote roles that would be worked from Washington state are encouraged to direct any concerns regarding the state's Pay Transparency laws to the SGNA HR Compliance team at SGNA_HR_Compliance@saint-gobain.com .
Saint-Gobain is committed to helping you and your family be well in all aspects of your life. Be Well. Be You brings together inclusive programs and meaningful resources to support all aspects of your physical, emotional, financial, and social well-being. Employees have the flexibility to choose the benefits that best fit their individual needs.
Health and Well-being - Supporting your wellbeing, to thrive in life and work.
Medical, Prescription Drug, Vision, and Dental Insurance
Healthcare Saving Account and Flexible Spending Account options
LiveWell Wellness Program
Employee Assistance Program (EAP)
Paid Time Off and Paid Parental Leave
Retirement and Protection - Helping to make the future life you want a reality.
401(k) with Company Match, Retirement Accumulation Plan (RAP) Cash Balance Pension Plan
Company-provided Life Insurance, AD&D, Short-Term Disability
Voluntary employee and dependent life insurance, Long-Term Disability, Critical Illness and
Accident Insurance
Additional Benefits - Helping shape the experience and impact you want
Commuter Benefits
Group Legal
Identity Theft Protection
Auto and Home Insurance
Pet Insurance and Discounts
Back-up Child and Elder Care
PerkSpot Employee Discount Program
Volunteer Day