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Help Desk Team Lead (Mid Shift 2 pm to 11pm)

Love's Travel Stops & Country Stores

Oklahoma City, OK

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JOB DETAILS
SKILLS
Alternative Energy, Analysis Skills, Calculators, Coaching, Communication Skills, Computer Hardware, Computer Science, Customer Support/Service, Detail Oriented, Email Management/Administration, Establish Priorities, Help Desk, Identify Issues, Keyboards, Lift/Move 25 Pounds, Manual Dexterity, Mentoring, Microsoft Office, Needs Assessment, Peripheral Hardware, Physical Demands, Presentation/Verbal Skills, Problem Solving Skills, QoS (Quality of Service), Service Level Agreement (SLA), Team Lead/Manager, Team Player, Time Management, Truck Driver, Wholesale Industry, Willing to Travel, Writing Skills
LOCATION
Oklahoma City, OK
POSTED
30+ days ago
Welcome to Love's! Our Help Desk is looking for a Team Lead to oversee activities of the Technical Staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of participating in all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Helpdesk functions.


Job Functions:


+ Participate in monitoring service level agreements between Helpdesk Technicians and end users to ensure problem resolution expectations and timeframes.

+ Observe performance of all technicians’ activities and documented resolutions, identify problem areas, and devise and deliver feedback to management to enhance quality of service and to prevent future problems.

+ Identify training needs and communicate any knowledge and skill gaps.

+ Monitor the processing of incoming calls to the Helpdesk to ensure courteous, timely, and effective resolution of end user issues.

+ Identify Help Desk technicians’ opportunities for improvement or skill gaps and communicate to management team. (i.e. phone etiquette, proper use of Help Desk tools, technical proficiency, etc.)

+ Coach and mentor all levels of technicians.

+ Identify opportunities for improvement within the department

+ Other duties assigned as needed.


Experience and Qualifications:


+ HS Diploma or equivalent required

+ College diploma or university degree in the field of computer science and/or two years equivalent work experience

+ Experience working in a team-oriented, collaborative environment


Skills:


+ Knowledge of basic computer hardware and peripherals

+ Ability to absorb and retain information quickly

+ Ability to present ideas in user-friendly language

+ Highly self-motivated and directed

+ Keen attention to detail

+ Proven analytical and problem-solving abilities

+ Ability to effectively prioritize and execute tasks in a high-pressure environment

+ Exceptional customer service orientation

+ Ability to of managing 200+ emails per day

+ Ability to manage numerous competing demands in an extremely high stress environment

+ Excellent verbal and written communication skills

+ Knowledge of Microsoft Office


Typical Physical Demands:


+ Requires prolonged sitting, some bending and stooping

+ 40-hour on-site work week

+ Occasional store travel required

+ Occasional lifting up to 25 pounds

+ Manual dexterity sufficient to operate a computer keyboard and calculator

+ Requires normal range of hearing and vision


Our Culture:


Fueling customers' journeys since 1964, innovation leads the way for this family-owned and operated business headquartered in Oklahoma City. With nearly 40,000 team members, travel stops are the core business along with products and services that provide value for professional drivers, fleets, traveling public, RVers, alternative energy and wholesale fuel customers. Giving back to communities and an inclusive workplace are hallmarks of the award-winning culture.


Love's is an Equal Opportunity Employer. Veterans encouraged to apply.
EOE-Protected Veterans/Disability

About the Company

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Love's Travel Stops & Country Stores