END USER SUPPORT SUPERVISOR

Dollar General • Goodlettsville, TN

238d

About The Position

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.

Requirements

• 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.

Responsibilities

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: General Merchandise Retailers
• Education Level: Bachelor's degree