Job Summary

Leads and coordinates day-to-day activities for a team supporting the Help Desk; coordinates scheduling and provides coaching and mentoring to employees in assigned team; ensures compliance with Company policies and guidelines in the absence of other Team Leads and Management.

Key Duties and Responsibilities

Assigns daily jobs and adjusts workflow of the department based on changing call trends
Ensures work is handled by the team

Coordinates work requests from other departments with the flow of existing work for maximum efficiencies

Initiates timely communication of critical events that need to be sent to Technical Support Center Management

Provides coaching and mentoring to team members for optimal performance and department efficiency. Makes recommendations on employee reviews and assists in disciplinary actions

Participates in the interview process for internal/external candidates

Attends department meetings and communicates appropriate information to the team

Cultivates relationships with internal departments to ensure support needs are met

Assists with the overall department schedule for Technical Support Center employees

Resolves and/or acts as a resource for issues

Review processes and procedures and update as needed to meet the needs of the department

Reads, interprets, and follows procedures described in the internal knowledge base and suggests new articles as needed

Pro-actively identify negative trends impacting stores and see resolutions

Conduct monthly one on ones with team members

Attends training classes, internal and external, as required

Completes departmental reporting as needed

Completes other duties, including special projects, as assigned by Management

Availability outside normal business hours to assist employees with questions regarding various issues to support our 24/7 department

Education and Experience

Associates Degree

2 years relevant work experience

2 years leadership experience

Knowledge and Skills

Well organized with the ability to work under pressure and meet tight deadlines.

Positive, professional attitude and adaptive to change

Capable of working in a fast-paced environment

Demonstrated expertise with Word, Excel, and other MS Office suite applications

Ability to work with little to no supervision

Excellent verbal communication skills and the ability to explain technical information in layman's terms

Excellent understanding of intra-department functions and operations

Ability to perform repeated bending, standing and reaching

Ability to occasionally lift up to 40 pounds

Additional Responsibilities

On call 24 hours per day/7 days per week for emergencies