Help Desk Support Lead

San Antonio Shoe Inc•San Antonio, TX

About The Position

SAS has an opening for a Help Desk Support Lead, who will provide technical support to Retail and corporate locations through telephone and email correspondence.

Requirements

Problem solving: Demonstrated effective problem-solving skills.
Help Desk supervisory experience: Prior experience supervising a help desk or technical support role.
Verbal communication: Excellent verbal communication skills.
Effective listening skills: Demonstrated active listening skills
Proper phone etiquette: Maintain proper phone etiquette.
PC proficiency: Demonstrated knowledge and ability to use computers and technology.
Must be a self-starter with the ability to take initiative by being proactive, asking questions or for help as needed, offering assistance to colleagues, actively finding opportunities to improve processes.
Multi-tasking: Able to properly prioritize, delegate, and handle multiple responsibilities at the same time.
A history of working collaboratively or independently.
Must be accountable for their actions.
Be respectful at all times.
Be self-motivated, dependable, disciplined, and be focused on producing high-quality work.
Must be able to lift 15 lbs.
Must be able to sit or stand for 8 – 10 hours.
Manual dexterity and coordination
Required to have close visual acuity to perform an activity such as viewing a computer, visual inspection, and prepare and analyze projects.
Comfortable using a computer.

Nice To Haves

Bilingual English / Spanish speaking a plus.
Bachelor's degree in IT related field is a plus.
Experience in Microsoft Office is a plus.
Experience in Microsoft D365 equivalent ERP system.
Experience in Freshdesk or other ticketing systems a plus.
POS experience: Shopify, Prism, or RPro

Responsibilities

Give specific directions to the customer desk team members to enable them meet specific customer needs.
Create and manage both intra-team and inter-team work processes that will boost the level of productivity, enhance excellence in communication and monitor the level of service delivery in order to determine areas of lapses.
Administer effective frontline line desk assistance to customers where inquiries are beyond the knowledge of the help desk team members.
Appropriately escalate issues to other departments for resolution as required.
Implement a central problem management route for information management users to handle queries and complaints.
Providing satisfactory explanations and solutions to customer questions and issues to gain their confidence.
Responsible for maintaining organizational ticketing system.
Willing to work on-call on a rotating cycle
Establish and follow measures of crisis management to control all effects that may arise from customer problems and complaints to avoid escalation.
Organize training and/or make arrangements for team member to receive training on the latest and best practices in handling help desk related issues.
Keep adequate records of all activities in the help desk department and present them to management upon request for evaluation.
Create good working relationship amongst members of the help desk team to ensure smooth flow of work, which improves overall performance.
Develop several strategies to tackle issues to have a backup plan where a particular strategy might not be effective.
Responsible for hiring, training and supervising the help desk IT team.
Provide critical system analysis on an as needed basis.
Write and Modify knowledge articles supporting company needs.
Flexible to work overtime, weekends, or flex schedule depending on business needs.
Must exercise confidentiality