Lead Help Desk Technician

Ollie'S Bargain Outlet•Harrisburg, PA

68d

About The Position

The Lead Help Desk Technician is a role working to ensure the Help Desk team provides an exceptional customer experience to our stores, support center, and distribution center associates. This position requires an elevated level of experience and knowledge to provide all new and existing Help Desk Technicians with guidance and ongoing training. The Lead Help Desk Technician creates and maintains all service-related documentation for issue resolution and provides reporting on all Help Desk Technicians' ticket performance, incident management, and resolutions to ensure the Help Desk meets or exceeds ticket Service Level targets.

Requirements

High school diploma or equivalent required.
Certification or degree in related field required.
Experience using a Contact Center Solution
5 years supervisory experience in Help Desk support.
Ability to work a flexible schedule to include occasional evenings, weekends, and holidays.
Ability to travel to stores and distribution centers occasionally.
Ability to exercise sound judgment.
Ability to preserve confidentiality of information.
Ability to organize and prioritize a variety of tasks and activities and work within strict timeframes and deadlines.
Excellent analytical skills and the ability to create, interpret, and communicate issues and resolutions to management and users.
Accuracy and attention to detail.
Outstanding interpersonal and listening skills; ability to articulate complex technical topics for non-technical audiences.
Ability to lift and carry up to 50 pounds.
Ability to push and pull up to 100 pounds.
Ability to remain in a normal seated position regularly.
Ability to see, hear, and speak regularly.
Ability to grip, reach, and pinch with arms and hands frequently.
Ability to bend and twist occasionally.
Ability to work in a constant state of alertness and safe manner.

Responsibilities

Provides professional first, second, and third level problem resolution and customer service to all company associates.
Resolves user tickets/incidents in a timely manner while maintaining continuous communication within the Help Desk and the end user.
Provides problem escalation as needed for requests within the Help Desk.
Works to facilitate the creation and ongoing maintenance of Help Desk processes and procedures.
Provides support, feedback, and complaint resolution for Help Desk related tickets.
Assists with Help Desk Technician coaching and recognition.
Assists with monitoring the performance of team members to ensure quality of service.
Supervises ticket escalations and leads communication for more complex service issues.
Reports on operational metrics & KPIs to drive continuous improvement.
Assists with reviewing and analyzing Help Desk incidents and reports on opportunities for improvement in all Help Desk processes and procedures.
Provides training for development and increased knowledge for the Help Desk.
Facilitates the timely and consistent follow-up and resolution of requests by the Help Desk Technicians.
Follows all operational procedures and document all pertinent information, communication, and resolution in the support tickets.
Ability to adjust in a changing environment and business demands.
Complete any additional responsibilities and/or duties as assigned.