Lead Help Desk Technician

Ollie's Bargain Outlet•Lower Paxton Township, PA

7d•Onsite

About The Position

The Lead Help Desk Technician plays a key role in ensuring the Help Desk team delivers an exceptional customer experience to our stores, support center, and distribution center associates. This position serves as a working lead, providing day-to-day guidance, coaching, and oversight to Help Desk Technicians while maintaining advanced troubleshooting responsibilities. The Lead Help Desk Technician is responsible for setting expectations, reinforcing best practices, and developing the team’s capabilities through training, documentation, and performance insight. The role also ensures consistent execution of processes and delivers reporting on ticket performance, incident management, and adherence to 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 adjust in a changing environment and business demands.
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.

Responsibilities

Provides professional first, second, and third level problem resolution and customer service to all company associates.
Assists with daily coaching, development, and recognition for Help Desk Technicians.
Monitors and evaluates team performance to ensure quality, consistency, and adherence to service expectations.
Oversees ticket escalations and directs communication for complex or high-impact service issues.
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.
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.