The User and Site Support Level 2 Lead manages a team of Level 2 support staff. The Lead addresses escalated issues, guides the team, reviews documentation, provides training, ensures timely issue resolution, and maintains high customer service levels. This role also helps develop support strategies to improve user satisfaction and operational efficiency, monitors support metrics to identify improvement areas, implement corrective actions, evaluate processes, and make recommendations to management. Coordination with other departments is required to address complex technical issues and ensure proper escalation. In this position, you will: + Lead the day-to-day operations for the User and Site Support Level 2 team + Supervise and mentor User and Site Support Level 2 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 + 3-5+ years of hands-on experience in IT Support + 1-2+ years in a leadership or senior technician role + Experience with ticketing systems (ServiceNow) + Strong troubleshooting skills + Excellent interpersonal, written and verbal communication skills + Strong organizational and prioritization skills + Nice to Have: + ITIL Certifications + Experience managing SLAs and KPIs 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. 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