Ollie's Bargain Outlet, Inc. · 10 hours ago
Lead Help Desk Technician
Harrisburg, PA
Full-time
Onsite
Senior Level
5+ years expOllie's Bargain Outlet, Inc. is seeking a Lead Help Desk Technician to ensure exceptional customer service is delivered to their associates. This role involves providing guidance to the Help Desk team, overseeing ticket escalations, and maintaining high service quality through training and performance management.
ConsumerFood and BeverageRetail
Responsibilities
Provides professional first, second, and third level problem resolution and customer service to all company associates
Assists with daily coaching, development, and recognition for Help Desk Technicians
Monitors 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
Resolves user tickets/incidents in a timely manner while maintaining continuous communication within the Help Desk and the end user
Provides problem escalation as needed for requests within the Help Desk
Works to facilitate the creation and ongoing maintenance of Help Desk processes and procedures
Provides support, feedback, and complaint resolution for Help Desk related tickets
Reports on operational metrics & KPIs to drive continuous improvement
Assists with reviewing and analyzing Help Desk incidents and reports on opportunities for improvement in all Help Desk processes and procedures
Provides training 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 document all pertinent information, communication, and resolution in the support tickets
Ability to adjust in a changing environment and business demands
Complete any additional responsibilities and/or duties as assigned
Qualification
Required
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
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
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
Company
Ollie's Bargain Outlet, Inc.
Harrisburg, PA-based Ollie’s Bargain Outlet is one of America’s largest retailers of closeouts, excess inventory and salvage merchandise.
5001-10000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2003-08-07Undisclosed
Leadership Team
Eric van der Valk
Chief Operating Officer
Andre Dickemann
Chief Logistics Officer
Company data provided by crunchbase