Supervisor of Help Desk - Overnights

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

13d

About The Position

Welcome to Love's! The Help Desk team is looking for an Overnight Supervisor to oversee the activities of the Tier I, II, and III Helpdesk Technicians and Team Leads to ensure end users are receiving the appropriate assistance. This includes the responsibility of managing 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 3 years equivalent work experience.
Experience supporting desktop operating systems and IoS devices.
Knowledge of basic computer hardware and peripherals, experience with desktop operating systems, including Windows and IoS.
Exceptional written and oral communication skills, exceptional interpersonal skills, with a focus on relationship-building, listening and questioning skills, strong documentation skills, and fluent English language skills.
Ability to present ideas in user friendly language, keen attention to detail, proven analytical and problem-solving skills, exceptional customer service-orientation, and the ability to work in a team-oriented and collaborative environment.

Responsibilities

Enforce service level agreements between Helpdesk Technicians, Team Leads and end users to ensure problem resolution expectations and timeframes are met.
Analyze performance of Helpdesk technicians and Team Leads activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
Work in conjunction with the Helpdesk Manager to conduct performance appraisals of Helpdesk Technicians and Team Leads.
Manage the processing of message traffic to the Helpdesk via telephone, e-mail and web based portal to ensure courteous, timely, and effective resolution of end user issues.
Enforce request handling and escalation policies and procedures.
Act as a liaison with the Helpdesk Specialist Team and the Network Operations Center.
Oversee development and dissemination of Quick Reference Guides and FAQ lists for end users.
Oversee the implementation Helpdesk training procedures and policies.
Train Helpdesk Technicians.
Mentor and Coach team members.
Supervise the rollout of software patches to stores.
Manage communications to Stores and Operations personnel concerning equipment and system outages.
Advanced Understanding of Salesforce Ticketing and Reporting capabilities.
Other duties assigned as needed.