Service Desk Supervisor

Buckle • Kearney, NE

285d

About The Position

The Service Desk Supervisor supports the Service Desk Teammates regarding Point of Sale (POS), communications, phones, music, video, mobile devices and network system incidents and questions. Coordinates with Service Desk Manager in the development of reporting of trends. Works with both technical and non-technical personnel in the performance of job duties. Special Hours Required: Evenings and Weekends.

Requirements

• Bachelor's degree from four-year College or university; or three to five years related experience and/or training; or equivalent combination of education and experience.
• Prior working knowledge of computers, data communications, and networking equipment.
• Experience with Windows OS, MS Office, and ticketing or reporting systems.
• Ability to grasp custom POS hardware and software applications is required.
• Industry certifications such as A+, Apple, or MCP desired.

Responsibilities

• Delegate tasks and supervise Service Desk Teammates.
• Utilize knowledge of commonly used concepts, practices, and tools within the IT community, and an in-depth knowledge of The Buckle Store Systems and Service Desk policies and procedures to provide Buckle IT support.
• Assist in coordinating training materials and the training of new Store Service Desk Technicians.
• Partner with the Service Desk Manager in the integration of Store Systems Service Desk support documentation and training materials.
• Work with Service Desk Manager in the supervision and execution of daily and collateral Service Desk duties.
• Provide Level 3 support for anomalies and work with Store Service Desk Technicians to restore store systems whenever detected anomalies are beyond the individual's level of understanding/knowledge.
• Provide technical direction to Teammates in the development and implementation of systems or in problem solving.
• Provide technical training, guidance, and resource support for end users and Store Service Desk Technicians.
• Perform as a project lead and provide leadership and coordination on projects assigned to Store Systems Analysts.
• Assist in developing user documentation and departmental policies and procedures that impact the use of systems.
• Exercise independent judgment in planning, organizing, and performing tasks.
• Communicate, motivate, and organize projects among a broad spectrum of Teammates.
• Effectively communicate with Store Teammates, other departments and third-party vendors as necessary.
• Fulfill mission statement by performing job duties with a high level of Guest service while contributing to a positive team spirit.
• Complete special projects and other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Clothing, Clothing Accessories, Shoe, and Jewelry Retailers
• Education Level: Bachelor's degree