IT Lead Help Desk Technician

Position Overview

The Lead Help Desk Technician plays a key role in ensuring the Help Desk team delivers an exceptional customer experience to our stores, support center, and distribution center associates. This position serves as a working lead, providing day-to-day guidance, coaching, and oversight to Help Desk Technicians while maintaining advanced troubleshooting responsibilities.

Primary Responsibilities

• Provides professional first, second, and third level problem resolution and customer service to all company associates.
• Affords daily coaching, development, and recognition for Help Desk Technicians.
• Maintains and evaluates team performance to ensure quality, consistency, and adherence to service expectations.
• Oversees ticket escalations and directs communication for complex or high-impact service issues.
• Solves user tickets/incidents in a timely manner while maintaining continuous communication within the Help Desk and the end user.
• Escalates problems as needed for requests within the Help Desk.
• Supports, provides feedback, and resolves complaints for Help Desk related tickets.
• Reports on operational metrics & KPIs to drive continuous improvement.
• Reviews and analyzes Help Desk incidents and reports on opportunities for improvement in all Help Desk processes and procedures.
• Trains for development and increased knowledge for the Help Desk.
• Facilitates the timely and consistent follow-up and resolution of requests by the Help Desk Technicians.
• Follows all operational procedures and documents all pertinent information, communication, and resolution in the support tickets.
• Completes any additional responsibilities and/or duties as assigned.

Qualifications

• A high school diploma or equivalent required.
• A certification or degree in a related field required.
• Experience using a Contact Center Solution.
• Five (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.

Physical Requirements

• Ability to lift and carry up to 50 pounds.
• Ability to push and pull up to 100 pounds.
• Ability to remain in a normal seated position regularly.
• Ability to see, hear, and speak regularly.
• Ability to grip, reach, and pinch with arms and hands frequently.
• Ability to bend and twist occasionally.
• Ability to work in a constant state of alertness and safe manner.

Competitive Benefits

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

Company Information

Ollie’s is an equal opportunity employer. In compliance with Federal and State Equal Opportunity Laws, qualified applicants are considered for all positions applied for without regard to race, color, religion, sex, sexual orientation and identity, national origin, age, veteran’s status, disability, or any other legally protected status.