Help Desk Supervisor
 
General Description:
The Help Desk Supervisor is to develop, lead, and motivate a team of Help Desk technicians to deliver excellent technical support for store, corporate and warehouse users. This position has frequent contact with these groups, direct reports, peers, and independent vendors. Will also be responsible for various duties within the Management Information Systems Department.
 
Essential Reponsibilities
  • Supervise Help Desk operations to make sure that all systems are working properly.
  • Maintain Help Desk staffing schedule making sure that there adequate staffing at all times.
  • Take off-hour calls from Help Desk staff and stores when necessary.
  • Lead and participate in special projects.
  • Perform regular quality assurance checks on work being performed by Help Desk staff.
  • Analyze help desk performance through various statistical and reporting methods.
  • Develop and maintain formal procedures for consistency and increased productivity.
  • Review support-ticking system to make sure that all requests are being handled in a timely manner.
  • Develop the communications infrastructure between level I, Level II and the end users.
  • Review, understand and publish all documentation being given to the Help Desk by Level II technicians.
  • Prepare the support Help Desk technicians for new software and equipment releases.
  • Monitor and maintain proper inventory levels of all store equipment back stock.
  • Coordinate, ship and track equipment repairs to outside vendors.
  • Review and manage assets using asset-tracking system.
  • Analyze on-going issues and prepare recommendations on possible solutions
  • Perform assigned system maintenance.
 
Qualification Requirements:
  • Experience with PC hardware, operating systems and office software required
  • Experience with AS400 and networking background a plus
  • Must posses excellent supervisory skills and have effective written/oral communication skills
  • Minimum of High School Diploma or equivalent
 
Benefits
  • Company paid single health care when eligible (full-time associates)
  • Employee-Sponsored Dental
  • Vacation /sick/personal days
  • 401(k) Plan
  • Opportunity to participate in a Health Care Flexible Spending Account (for full time associates)
  • Profit Participation Program
  • Opportunity to establish a College Bound Fund
  • Plus other additional benefits
Contact
Please send your resume to careers@osjl.com