Lennox Supervisor, End User Support in Fort Lauderdale, Florida

Company Overview

Lennox International (LII) is a leading global provider of innovative climate control solutions for heating, ventilation, air conditioning, and refrigeration (HVACR) markets.

Beginning over a century ago, Lennox International has built a strong heritage of Innovation and Responsibility. Our position as an innovation leader continually inspires us to promote more efficient energy use and a healthier environment through our product operations. Our engaged and diverse workforce is committed to providing climate control solutions that provide the most value and comfort for our customers.

We are proud to have instilled a shared sense of responsibility and commitment among our approximately 10,000 employees located throughout North America, South America, Europe, Asia, and Australia.

National Account Services (NAS) , wholly owned by Lennox International, a 100+ year old company and a world leader in the Heating, Ventilation and Air Conditioning (HVAC) industry. NAS is a major, national player in the Commercial Heating Ventilating and Air Conditioning (HVAC) maintenance and service industry.

We have 80+ offices throughout the continental United States and are still growing and expanding. In the next 5 years we will double the number of Branch Offices and significantly increase annual revenue. In order to do that we need good people like you, who want to grow and learn. We consistently offer the best of both to all of our employees.

Job Description

Job Description

Supervises the day-to-day operations of end user support specialists in the areas of Help Desk, PC Maintenance or Applications Support. Identifies, researches, and resolves complex technical problems.

Duties include, but are not limited to:

  • Creates and manages escalation procedures and ensures service levels are maintained.

  • Documents, tracks, and monitors problems to ensure resolution in a timely manner.

  • Has authority for personnel actions and oversees most day to day operations of group.

  • Reviews and evaluates work and prepares performance reports.

  • Identifies, researches, and resolves complex technical problems.

  • Handles escalated calls, but must spend at least 50% of time planning, directing and evaluating the work of end user support specialists.

Qualifications

Qualifications

  • Bachelor's degree preferred.

  • Minimum 5 years experience in help desk and customer service.

  • Excellent customer service skills required.

  • Knowledge of a wide range of hardware and software products required.

  • Requires deep understanding of MIS environment.

  • Must have strong communication skills and be able to effectively communicate technical issues.

  • Must be able to advise subordinates in order to meet schedules and resolve technical problems.

  • Preferred experience and knowledge with the following: Service Now, Cisco voice and network platforms, Microsoft Exchange, and Imaging Windows PCs

  • Experience working with infrastructure teams to solve ongoing problems

Requisition # 2018-13566

Category Information Technology

Shift / Hours Regular

Lennox International is an Equal Opportunity Employer and supports a diverse, inclusive work environment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, transgender status, sexual orientation, national origin, genetics, disability, age, or veteran status.

Applicants with Disabilities

If you are an individual with a disability or a disabled veteran who is unable to use our online tools to search and apply for jobs, you may request a reasonable accommodation by contacting us at Recruitment@Lennoxintl.com

E-Verify Participation

For jobs located within the United States, LII participates in the Electronic Employment Verification Program known as E-Verify.

Please visit the E-Verify website for more information on this program.