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IT Service and Support Lead
Kleinfelder
Oversees help desk operations, identifies continuous improvement opportunities, supports incident resolution, maintains service catalog, and manages a team for IT Service and Support function.
15d ago
$126,584
Experienced (8-12 years), Expert & Leadership (13+ years), Intermediate (4-7 years)
Full Time
Laguna Hills, CA
Remote
Company Size
3,100 Employees
Service Specialisms
Engineering
Environmental Services
Consulting
Design
Construction Management
Surveying
Geotechnical Engineering
Water Resources
Sector Specialisms
Industrial
Energy
Infrastructure
Government
Solar
Water Resources
Role
What you would be doing
client relationship building
service catalog management
process automation
continuous improvement
help desk oversight
financial impact analysis
- Leverages the skills and interests of coworkers to achieve goals and solve problems.
- Builds strong relationships with clients.
- Designs practices, processes, procedures, and systems to manage work simply, and uses resources efficiently.
- Stays aware of client needs, concerns and satisfaction.
- Actively participates in team meetings and activities.
- Supports team decisions.
- Maintains Service Catalog and ensures service offerings are up-to-date. Revises the catalog to add new services as required and identifies services to remove. Ensures team has appropriate documentation to support new services. Drives a shift left strategy, identifies opportunities for self-service and automation with a working knowledge of process creation and automation tools.
- Responds promptly to client questions and requests.
- Bases decisions on a systematic review of relevant facts and information.
- Oversees help desk operations to ensure service tickets are resolved and service requests are fulfilled, across internal and external team, within agreed Service Level Agreements (SLAs). Identifies and executes on opportunities for continuous improvements to team processes and tools. Supports incident resolution and resolves tickets when needed.
- Collaborates with Project Management Office, ITIL, Security, Applied Technology and Infrastructure leaders on relevant end-user issues and concerns. Identifies opportunities for, and takes action to build, relationships with business stakeholders.
- Considers the financial consequences of solutions or decisions.
- Sets challenging and productive goals for team, holds team accountable for actions, provides leadership and motivation, provides resources and support, uses checkpoints and data to track progress, sets up systems and processes to measure results.
- Effectively manages client expectations.
What you bring
problem solving
dedicated
critical thinking
communication
problem solving
lps
- Provides clear rationale for decisions.
- Willing to put in considerable time and effort to accomplish objectives.
- Avoids making assumptions or rushing to judgment.
- Addresses customer escalations and provides excellent customer service, using clear communication and interpersonal skills.
- Is able to follow directions. Identifies problems and initiates necessary changes.
- Demonstrates commitment to using LPS and other Health and Safety tools to identify and correct hazards, at-risk behavior, and near-losses.
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearance- yes, background checks will be conducted as part of the hiring process.
Company
Overview
Founded 1961
Year Established
The company was originally established as a materials-testing pioneer.
Over 100 offices
Global Presence
The company operates across the U.S., Canada, and Australia.
2018, 2023
Private Equity Backing
Received investments from Wind Point in 2018 and Lindsay Goldberg in 2023.
- Expanded over decades into a multi-disciplinary professional services firm spanning engineering, design, environmental and construction management.
- Headquartered in San Diego.
- Specializes in projects across energy, transportation, water, facilities and federal markets.
- Typical work ranges from dam and levee design to airport, rail, road infrastructure and power/O&G developments.
- Engaged in standout assignments—such as post-flood forensic studies for municipal authorities.
- In recent years, absorbed regional firms like Veenstra & Kimm to strengthen Midwestern presence.
- We deliver what we promise and hold ourselves accountable.
- We pursue excellence and constantly strive to improve.
- We foster an environment of collaboration, respect, and inclusivity.
- We embrace innovation, continuously learning and evolving.
- We take pride in providing sustainable solutions for our clients, communities, and future generations.
10% Reduction
Emissions Reduction Goal
Achieved a decrease in Scope 1 and 2 emissions in 2021 compared to 2020.
2050 Target
Net Zero Commitment
Committed to achieving Net Zero emissions by 2050.
- Committed to reducing its environmental footprint and advancing sustainability goals.
- Integrates sustainability in all project designs, utilizing energy-efficient and environmentally responsible materials.
- Provides sustainability services, including environmental remediation, water resources, and renewable energy solutions.
25%
Women in Leadership
The company has achieved 25% representation of women in leadership roles as of 2022.
As of 2022
Women's Representation Overview
The company has made progress in improving women's representation in leadership roles.
- aims to foster a diverse and inclusive workplace where all employees are valued and respected.
- offers various training programs and resource groups to promote diversity and inclusion across the organization.
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