Help Desk Team Lead (Mid Shift 2 pm to 11pm)

Love's Travel Stops & Country Stores • Oklahoma City, OK

22h • Onsite

About The Position

Welcome to Love's! Our Help Desk is looking for a Team Lead to oversee activities of the Technical Staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of participating in all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Helpdesk functions.

Requirements

• HS Diploma or equivalent required
• College diploma or university degree in the field of computer science and/or two years equivalent work experience
• Experience working in a team-oriented, collaborative environment
• Knowledge of basic computer hardware and peripherals
• Ability to absorb and retain information quickly
• Ability to present ideas in user-friendly language
• Highly self-motivated and directed
• Keen attention to detail
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Exceptional customer service orientation
• Ability to of managing 200+ emails per day
• Ability to manage numerous competing demands in an extremely high stress environment
• Excellent verbal and written communication skills
• Knowledge of Microsoft Office

Responsibilities

• Participate in monitoring service level agreements between Helpdesk Technicians and end users to ensure problem resolution expectations and timeframes.
• Observe performance of all technicians’ activities and documented resolutions, identify problem areas, and devise and deliver feedback to management to enhance quality of service and to prevent future problems.
• Identify training needs and communicate any knowledge and skill gaps.
• Monitor the processing of incoming calls to the Helpdesk to ensure courteous, timely, and effective resolution of end user issues.
• Identify Help Desk technicians’ opportunities for improvement or skill gaps and communicate to management team. (i.e. phone etiquette, proper use of Help Desk tools, technical proficiency, etc.)
• Coach and mentor all levels of technicians.
• Identify opportunities for improvement within the department
• Other duties assigned as needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees