Ollie's Bargain Outlet, Inc. · 14 hours ago
IT Help Desk Manager
Harrisburg, PA
Full-time
Onsite
Mid, Senior Level
3+ years expOllie's Bargain Outlet, Inc. is seeking an IT Help Desk Manager to lead their Help Desk team and deliver exceptional technical support services. This role involves managing service requests, overseeing team performance, and ensuring high levels of customer satisfaction across the company's locations.
ConsumerFood and BeverageRetail
Responsibilities
Lead the help desk team by providing support, feedback, discipline recognition and complaint resolution
Monitor the performance of team members to ensure quality of service
Collaborate with IT and business partners to restore service and/or identify recurring problems
Manage the escalation and communication for more complex support issues
Report on operational metrics & KPIs to drive continuous improvement
Manage team schedules and plan for fluctuations in staffing
Review and analyze support desk incidents and report on opportunities for improvement in applications, hardware, documentation, and procedures
Provide training for development and increased knowledge for the team and system users
Provide a high-level of customer service to stores, associates, and business leaders
Manage asset inventory and supplies for all IT related items at all company locations
Resolve end user calls and/or work orders in a timely and professional manner while maintaining continuous communication within the department and end users
Follow all operational procedures and document all pertinent information, communication, and resolution in the support tickets
Complete any additional responsibilities and/or duties as assigned
Qualification
Required
High school diploma or equivalent required
Certification or degree in related field required
Minimum of 3 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 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
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