Supervisor of Help Desk - Mid-shift (2pm to 11pm) - Military Veterans

Req ID: 452307 

      BASIC PURPOSE: The Supervisor of Help Desk role oversees the activities of the Helpdesk Technicians I, II, III staff 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.

MAJOR 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 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.

EDUCATION AND EXPERIENCE:

• Education:
  • HS Diploma or equivalent required
  • College diploma or university degree in the field of computer science and/or 3 years equivalent work experience.
• Experience: 
  • Experience supporting desktop operating systems and IoS devices.

      SKILLS AND PHYSICAL DEMANDS:

• Skills:
  • Hard skills: 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.
  • Soft 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.
• Typical Physical Demands:
  • Requires prolonged sitting, some bending and stooping.
  • Occasional lifting up to 25 pounds.
  • Manual dexterity sufficient to operate a computer keyboard and calculator.
  • Requires normal range of hearing and vision.

Job Function(s): Information Technology 

Love’s Travel Stops & Country Stores is the industry-leading travel stop network in the United States. For more than 55 years, we’ve provided customers with highway hospitality and “Clean Places, Friendly Faces.” We’re passionate about serving drivers with clean, modern facilities stocked with fuel, food and supplies. We offer meals from popular restaurant chains, trucking supplies, showers and everything needed to get back on the road quickly. The Love’s Family of Companies includes:

• Gemini Motor Transport, one of the industry’s safest trucking fleets
• Speedco, the light mechanical and trucking service specialists
• Musket, a rapidly growing, Houston-based commodities supplier and trader
• Trillium, a Houston-based alternative fuels expert