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Altar'd State · 1 month ago

Help Desk Leader

Knoxville, TN

Full-time

Onsite

Mid Level

Altar'd State is a fast-growing retail company committed to giving back to communities and providing an outstanding experience for guests. The Help Desk Leader will lead a team focused on exceptional technical support and guest service, ensuring efficient resolution of technical issues while maintaining high standards of professionalism and guest satisfaction.

E-CommerceFashion

Responsibilities

Champion a "guest-first" culture within the help desk team, emphasizing proactive communication, active listening, and a personalized approach to support

Develop and implement guest service standards, scripting, and best practices for all interactions (phone, email, chat, in-person)

Monitor and analyze guest feedback (surveys, comments, etc.) to identify areas for improvement and implement corrective actions

Train and coach team members on advanced guest service techniques, de-escalation strategies, and effective communication

Train, mentor, and evaluate help desk technicians, fostering a collaborative and supportive team environment

Set clear performance goals and provide regular feedback to team members, conducting performance reviews and career development discussions

Schedule and manage team shifts, ensuring adequate coverage for all operational hours

Foster a culture of continuous learning and improvement within the team

Oversee the day-to-day operations of the help desk, ensuring timely and efficient resolution of all incoming support requests

Implement and optimize help desk ticketing systems (e.g., ServiceNow, Zendesk, FreshService) to streamline workflows and track metrics

Develop and maintain knowledge base articles, FAQs, and self-help resources for common issues

Monitor key performance indicators (KPIs) such as first-call resolution, average handling time, guest satisfaction scores, and ticket backlog

Identify recurring technical issues and work with other IT teams to implement long-term solutions

Ensure compliance with IT policies, procedures, and security best practices

Communicate technical information clearly and concisely to non-technical guests

Act as a bridge between technical teams and guest-facing departments, ensuring alignment of service goals

Qualification

Help desk operationsGuest service standardsIT fundamentalsServiceNowTeam leadershipAnalytical abilitiesCommunication skillsProblem-solvingOrganizational skillsTime management

Required

Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field. Equivalent work experience may be considered

Strong understanding of IT fundamentals, including operating systems and help desk ticketing systems (e.g., ServiceNow/Freshdesk)

Highly analytical with a strategic mindset and strong business acumen

A problem solver and natural leader who thrives in a fast-paced, dynamic environment

Detail-oriented and data-driven, yet capable of seeing the big picture

Entrepreneurial, resourceful, and motivated by mission and impact

A collaborative team player who leads with integrity and humility

Passionate about personal growth and helping to build something truly great

Basic understanding of hardware troubleshooting (desktops, laptops, printers)

Exceptional interpersonal and communication skills (verbal and written)

Proven ability to lead, motivate, and develop a team

Strong problem-solving and analytical abilities

High degree of empathy, patience, and a positive attitude