Store Computer Operations Helpdesk Supervisor

The Store Computer Operations (SCO) Help Desk Supervisor is responsible for overseeing the level one support team for PSG and PCG retail locations in the US and Canada, ensuring the resolution or escalation of end-user incidents to either development or other support groups.

Scope of support includes the stores’ IT ecosystem, including software, hardware, infrastructure, and related technology.

This individual is responsible for overseeing the help desk staff and ensure that end users are receiving the appropriate assistance delivered in a timely manner as defined in Help Desk Standard Operations Manual.

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 for department functions.

Essential Functions

Strategy & Planning

• Establish, document, and promote team standards with regards to help desk operational support.
• Compile and recommend wants / needs for the annual budgeting process.
• Assist in determining staffing and skills requirements.
• Proactively mentor the team in processes, best practices, and technical administration techniques.

Development & Deployment

• Manage incoming requests for services and as appropriate, delegate work to help desk personnel, professional apprentices, or request services from other technical resources.
• Interface with all business functions and establish / maintain support service levels with users to ensure support transitions are effective and efficient.

Operational Management & Optimization

• Create and monitor performance management plans that address operational initiatives including associated metrics and deliverables.
• Create and manage relevant, timely and effective communications paths.
• Oversee the resolution of technical issues assuring support is provided on a timely basis.
• Set employee objectives, monitor and evaluate performance and provide feedback and mentoring.
• Participate in supporting all users ensuring that the level of customer service provided meets or exceeds management’s expectations and departmental goals and objectives.
• Proactively evaluate potential service level problems.
• Routinely identify and deliver to management, metric measurements as related to services provided.
• Ensure satisfactory staffing exist on teams.
• Prepare and conduct employee performance reviews for assigned help desk personnel, interns, and professional apprentices.
• Create and maintain development plans for each team member, including training and skills assessments

Incidental Functions

• Prepare and lead presentations as requested.
• Provide training and documentation for supported applications.
• Provide help desk support as needed.
• Assist with other projects as may be required to contribute to efficiency and effectiveness of the work.
• Attend, and periodically lead meetings in participation with the team.
• Responsible for the hiring activities and fulfilling affirmative action obligations and ensuring compliance with the equal employment opportunity policy.
• Minimal travel, up to 5% may be required.
• Work outside the standard office 7.5 hour workday may be required

Formal Education & Certification

Required Bachelor’s Degree (or foreign equivalent) or in lieu of a degree, at least 5 years of experience in the field of Information Technology or Business (work experience or a combination of education and work experience in the field of Information Technology or Business).

Knowledge & Experience

• 5+ years IT experience.
• 5+ years of progressive help desk experience providing support in a technical support environment including leadership responsibilities.
• 3+ years developing documentation, white papers and presentations suitable for peers and immediate management.
• Experience supervising a call center team, including creating and delivering performance appraisals preferred.
• Ability to prioritize workload and adapt to new processes and procedures in a fast-paced operational environment.
• Experience using and administering help desk ticketing system with a proven understanding of industry best practices
• Experience understanding all client expectations and ability to execute at the highest level.
• Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Fundamental experience generating activity status and metrics reports preferred.

Personal Attributes

• Strong written and oral communications skills.
• Proven ability and initiative to learn and research new concepts, ideas, and technologies quickly.
• Strong systems / process orientation with demonstrated analytical thinking, organization skills and problem-solving skills.
• Ability to work in a team-oriented, collaborative environment.
• Ability to quickly pick up new tools and technologies.
• Willingness and ability to train and teach others.
• Ability to facilitate meetings and follow up with resulting action items.
• Ability to prioritize and execute tasks in a high-pressure environment.
• Strong presentation and interpersonal skills.
• Ability to work effectively in a multi-cultural environment, and to lead and influence cross-organizationally with and without direct authority.
• Ability to effectively move forward on tasks even with ambiguous or changing requirements
30+ days ago