IT Lead Help Desk Technician

Lead the Help Desk team across our stores, support center, and distribution center, guiding daily operations, performing advanced troubleshooting, coaching staff, and reporting on performance to meet service levels.

Responsibilities

• Provide professional first, second, and third level issue resolution and customer service to all associates.
• Assist with daily coaching, development, and recognition for Help Desk Technicians.
• Monitor and evaluate team performance to ensure quality, consistency, and adherence to service expectations.
• Oversee ticket escalations and coordinate communication for complex or high impact service issues.
• Resolve user tickets and incidents promptly while maintaining ongoing communication with the Help Desk and end users.
• Provide escalation for requests within the Help Desk as needed.
• Support the creation and ongoing maintenance of Help Desk processes and procedures.
• Offer support, feedback, and resolution of complaints related to Help Desk tickets.
• Report on operational metrics and KPIs to drive continuous improvement.
• Assist in reviewing Help Desk incidents and analyzing reports for opportunities to improve all Help Desk processes and procedures.
• Deliver training for development and increased knowledge for the Help Desk.
• Facilitate timely and consistent follow-up and resolution of requests by the Help Desk Technicians.
• Follow all operational procedures and document pertinent information, communication, and resolution in support tickets.
• Adapt to changing environment and business demands.
• Complete any additional responsibilities and/or duties as assigned.

Requirements

• High school diploma or equivalent required.
• Certification or degree in related field required.
• Experience using a Contact Center Solution.
• 5 years supervisory experience in Help Desk support.
• Ability to work a flexible schedule to include occasional evenings, weekends, and holidays.
• Ability to travel to stores and distribution centers occasionally.
• Ability to adjust in a changing environment and business demands.
• Ability to exercise sound judgment.
• Ability to preserve confidentiality of information.
• Ability to organize and prioritize a variety of tasks and activities and work within strict timeframes and deadlines.
• Excellent analytical skills and the ability to create, interpret, and communicate issues and resolutions to management and users.
• Accuracy and attention to detail.
• Outstanding interpersonal and listening skills; ability to articulate complex technical topics for non-technical audiences.

Technologies

• Contact Center Solution

Benefits

• Medical, Dental, Vision, and RX coverage begins after 30 days of employment
• 401K, Company match begins at Associate enrollment
• 20% Associate discount on all Ollie’s purchases
• Vast array of voluntary benefits
• 120 hours of PTO that start accruing on day one