San Antonio Shoemakers (SAS) · 4 hours ago
Help Desk Support Lead
San Antonio, TX, US
Full-time
Onsite
Mid LevelSan Antonio Shoemakers (SAS) is a premier American manufacturer of high quality comfort footwear based in San Antonio, Texas. They are seeking a Help Desk Support Lead to provide technical support to retail and corporate locations, manage help desk operations, and ensure high levels of customer service and team performance.
Manufacturing
Responsibilities
Give specific directions to the customer desk team members to enable them meet specific customer needs
Create and manage both intra-team and inter-team work processes that will boost the level of productivity, enhance excellence in communication and monitor the level of service delivery in order to determine areas of lapses
Administer effective frontline line desk assistance to customers where inquiries are beyond the knowledge of the help desk team members
Appropriately escalate issues to other departments for resolution as required
Implement a central problem management route for information management users to handle queries and complaints
Providing satisfactory explanations and solutions to customer questions and issues to gain their confidence
Responsible for maintaining organizational ticketing system
Willing to work on-call on a rotating cycle
Establish and follow measures of crisis management to control all effects that may arise from customer problems and complaints to avoid escalation
Organize training and/or make arrangements for team member to receive training on the latest and best practices in handling help desk related issues
Keep adequate records of all activities in the help desk department and present them to management upon request for evaluation
Create good working relationship amongst members of the help desk team to ensure smooth flow of work, which improves overall performance
Develop several strategies to tackle issues to have a backup plan where a particular strategy might not be effective
Responsible for hiring, training and supervising the help desk IT team
Provide critical system analysis on an as needed basis
Write and Modify knowledge articles supporting company needs
Flexible to work overtime, weekends, or flex schedule depending on business needs
Must exercise confidentiality
Qualification
Required
Demonstrated effective problem-solving skills
Prior experience supervising a help desk or technical support role
Excellent verbal communication skills
Demonstrated active listening skills
Maintain proper phone etiquette
Demonstrated knowledge and ability to use computers and technology
Must be a self-starter with the ability to take initiative by being proactive, asking questions or for help as needed, offering assistance to colleagues, actively finding opportunities to improve processes
Able to properly prioritize, delegate, and handle multiple responsibilities at the same time
A history of working collaboratively or independently
Must be accountable for their actions
Be respectful at all times
Be self-motivated, dependable, disciplined, and be focused on producing high-quality work
Must be able to lift 15 lbs
Must be able to sit or stand for 8 – 10 hours
Manual dexterity and coordination
Required to have close visual acuity to perform an activity such as viewing a computer, visual inspection, and prepare and analyze projects
Comfortable using a computer
Preferred
Bilingual English / Spanish speaking a plus
Bachelor's degree in IT related field is a plus
Experience in Microsoft Office is a plus
Experience in Microsoft D365 equivalent ERP system
Experience in Freshdesk or other ticketing systems a plus
POS experience: Shopify, Prism, or RPro
Company
San Antonio Shoemakers (SAS)
In 1976, San Antonio Shoemakers (SAS) started a quiet revolution in footwear offering superb craftsmanship and extraordinary comfort.
Founded in 1976
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase