Holiday Oil Co. ยท 22 hours ago
Help Desk Team Lead
Draper, UT
Full-time
Onsite
Mid, Senior Level
$78K/yr - $88K/yrHoliday Oil is a respected Utah company with over 60 years of growth, seeking a Help Desk Team Lead to manage the daily operations of their IT Help Desk. This role involves overseeing the Help Desk team, providing technical support, and driving technology initiatives to enhance customer experience and maintain service level agreements.
EnergyOil and Gas
Responsibilities
Guide, mentor, and coach the help desk technicians to build skills and improve performance
Assign tasks, balance workloads, and monitor progress to ensure timely resolution of issues
Manage scheduling, including weekend coverage, to maintain adequate staffing levels and support
Foster a positive, service-oriented culture across the help desk team and with users
Manage and monitor emergency calls
Provide hands-on support for laptops, printers, and peripherals
Troubleshoot and resolve help desk tickets promptly and effectively, escalating when necessary
Communicate proactively with users about the status of their issues and follow up to confirm resolution
Assist with user onboarding and offboarding including system setup and access provisioning
Deliver user training in one-on-one and group settings to improve technology adoption
Oversee the help desk ticketing system to ensure tickets are prioritized and resolved within SLAs
Track and report on key performance metrics (e.g, response times, resolution rates, ticket volume, outstanding issues, emergency calls, team mileage)
Identify recurring issues and implement proactive solutions, update SOPs, or process improvements
Champion initiatives to improve user experience and enhance infrastructure
Suggest and implement technology upgrades or workflow changes to improve team efficiency
Collaborate with subject matter experts on escalated or complex issues
Perform additional tasks, projects, or duties assigned to support IT and organizational goals
Qualification
Required
Bachelor's degree in Information Technology, Computer Science, or equivalent work experience
Prior leadership or supervisory experience is required
Ability to participate in and manage rotating weekend morning help desk coverage
High degree of technical understanding of computer systems, networks, printers, and peripherals
Proficiency in deploying, configuring and supporting operating systems on laptops and tablets
Experience with Microsoft Office Suite
Working knowledge of Active Directory, Intune, DNS, DHCP, and print server management
Resourceful and quick-thinking with the ability to troubleshoot new or critical technical issues
Strong analytical and problem-solving mindset with the ability to stay calm and effective under pressure
A professional and friendly customer service approach with excellent communication skills
Capable of prioritizing tasks, managing time effectively, and balancing multiple stakeholders
Highly detail-oriented with a positive attitude and motivation to learn and grow professionally
Able to work independently or collaboratively as part of a team
Ability and means to travel to store locations within Salt Lake, Utah, Davis, and Tooele Counties
Must maintain a good driving record and hold a valid Utah driver's license
Company
Holiday Oil Co.
The premier convenience store in Utah. Since 1964, Holiday Oil has been serving the State of Utah.
Founded in 1964
1001-5000 employees
H1B Sponsorship
Holiday Oil Co. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2022 (1)
2021 (1)
Funding
Current Stage
Late StageRecent News
2023-12-11
Company data provided by crunchbase