Helpdesk Team Lead

Req ID: 369025

BASIC PURPOSE: The Help Desk Team Lead role is to oversee the activities of the Technical Staff and to ensure that end users are receiving the appropriate assistance. This includes the responsibility of participating in all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Helpdesk functions.

MAJOR RESPONSIBILITIES:

• Participate in monitoring service level agreements between Helpdesk Technicians and end users to ensure problem resolution expectations and timeframes.
• Observe performance of all technicians' activities and documented resolutions, identify problem areas, and devise and deliver feedback to management to enhance quality of service and to prevent future problems.
• Identify training needs and communicate any knowledge and skill gaps.
• Monitor the processing of incoming calls to the Helpdesk to ensure courteous, timely, and effective resolution of end user issues.
• Identify Help Desk technicians' opportunities for improvement or skill gaps and communicate to management team. (i.e. phone etiquette, proper use of Help Desk tools, technical proficiency, etc.)
• Coach and mentor all levels of technicians.
• Identify opportunities for improvement within the department
• Other duties assigned as needed.

EDUCATION AND EXPERIENCE:

• Education:
  • HS Diploma or equivalent required
  • College diploma or university degree in the field of computer science and/or two years equivalent work experience
• Experience:
  • Experience working in a team-oriented, collaborative environment

SKILLS AND PHYSICAL DEMANDS:

• Skills:
  • Knowledge of basic computer hardware and peripherals
  • Ability to absorb and retain information quickly
  • Ability to present ideas in user-friendly language
  • Highly self-motivated and directed
  • Keen attention to detail
  • Proven analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Exceptional customer service orientation
  • Ability to of managing 200+ emails per day
  • Ability to manage numerous competing demands in an extremely high stress environment
  • Excellent verbal and written communication skills
  • Knowledge of Microsoft Office
• Typical Physical Demands:
  • Requires prolonged sitting, some bending and stooping
  • 40-hour on-site work week
  • Occasional store travel required
  • Occasional lifting up to 25 pounds
  • Manual dexterity sufficient to operate a computer keyboard and calculator
  • Requires normal range of hearing and vision

Job Function(s): Corporate

Love's Travel Stops & Country Stores is the industry-leading travel stop network in the United States. For more than 55 years, we've provided customers with highway hospitality and "Clean Places, Friendly Faces." We're passionate about serving drivers with clean, modern facilities stocked with fuel, food and supplies. We offer meals from popular restaurant chains, trucking supplies, showers and everything needed to get back on the road quickly. The Love's Family of Companies includes:

• Gemini Motor Transport, one of the industry's safest trucking fleets
• Speedco, the light mechanical and trucking service specialists
• Musket, a rapidly growing, Houston-based commodities supplier and trader
• Trillium, a Houston-based alternative fuels expert