Ollie's Bargain Outlet, Inc. · 15 hours ago
Information Technology Help Desk Manager
Harrisburg, PA
Full-time
Onsite
Senior Level
5+ years expOllie's Bargain Outlet, Inc. is seeking an Information Technology Help Desk Manager to lead their IT Help Desk team. The role involves delivering superior customer service, managing service requests, and overseeing the performance of Help Desk Technicians to ensure exceptional support services.
ConsumerFood and BeverageRetail
Responsibilities
Lead the IT 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
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
Minimum of 5 years' supervisory experience in an enterprise Help Desk environment
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
Preferred
Certification or degree in related field desired
Benefits
Medical, Dental, Vision, and RX coverage after 30 days of employment.
401K, Company match begins at Associate enrollment
120 hours of PTO that start accruing on day one
Strong career growth & talent development culture
20% Associate discount on all Ollie’s purchases.
Vast array of voluntary benefits
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