END USER SUPPORT SUPERVISOR

Dollar General-posted 6 months ago

Full-time • Mid Level

Goodlettsville, TN

General Merchandise Retailers

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Manage people, processes, knowledge, and relationships within End User Support structure, primarily for EOPS Service Desk (SD) and ERC Tier 2 (T2). Advise on all aspects of hiring, training, certification, ongoing support of agents. Serve as technical SME, maintain SOPs, and provide Level 3 support. Maintain all end user team knowledge, including web development and database administration. Manage relationships between third party vendors, end user support team, and departments at DG SSC.

People Management including recruitment, hiring and training of new staff.
Monitor and goal setting of agents and teams.
Delegation of work to agents and managers.
Monitor and assist staff with work progress on Tier 2 level (Support Specialist) for EOPS SD and Tier 3 level (Programmer/Analyst) for ERC T2.
Respond to agent and departmental level feedback.
Process Management including SME for all hardware, software, tools, and service vendors.
Maintain technology labs.
Handle account requests.
Develop and maintain process, systems, and controls.
Facilitate report preparation and review to measure productivity and set goals.
Accept responsibility on behalf of end user support team for meeting EOPS Service Desk and ERC Level 2 productivity and performance goals.
Knowledge Management of technical content using third party and in house knowledge bases.
Total support of in house knowledge base including content, code, and database administration.
Relationship Management with agents, front line managers, and operational leaders within end user support structure.
Represent end user support team and develop successful working relationships with teams at DG SSC and service vendors.
Provides on-call, after hours support for EOPS Service Desk and ERC.

Bachelor's Degree (STEM preferred).
Minimum of 5 years of experience in call center environment and desktop support experience.
Minimum of 5 years of experience leading teams.
Minimum 5 years analyst experience supporting desktop computers, printers, broadband and VSAT networking with Wi-Fi, mobile device, and POS operations.
Minimum of 3 years knowledge management including web development and database administration.

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