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Desktop Support Supervisor

Location: 

Oklahoma City, OK, US, 73120

Req ID: 323281 

 

BASIC PURPOSE: The Desktop Support Supervisor serves Love’s internal customers by helping to coordinate the work of Love's corporate desktop support team to ensure team members provide expert technical support for all technologies in the end-user computing environment. This position requires the utmost attention to detail, professionalism, and friendly customer service. A focus on teamwork and collaboration is essential, as the Desktop Support Supervisor frequently works with other groups to resolve complex technical issues.

 

MAJOR RESPONSIBILITIES:

  • Leading the desktop support team in project-oriented work and directing issues as they arise
  • Working with the Manager of Corporate Support to establish priorities and align team activities
  • Providing information that team members need to perform their jobs and make accurate decisions
  • Provisioning and installation of end-user hardware and software across Love’s corporate computing environment
  • Receiving and responding to incoming calls and e-mails regarding technology problems in a timely manner
  • Performing analysis, diagnosis, and implementing solutions for complex technology problems for end users
  • Consulting users and making recommendations regarding technology needs and implement corrective solutions
  • Managing support cases for self and team using Love’s ticketing systems and incident management guidelines
  • Managing inventory of all computers, printers, software and tracked peripherals within the Desktop Support area
  • Documentation of desktop support processes and procedures related to training and knowledge base administration
  • Participation in the corporate support on-call rotation and performing after-hours duties, as necessary

 

EDUCATION AND EXPERIENCE:

  • Bachelor’s or Associate’s degree in Computer Science, Management Information Systems, or a related field plus 3 years of desktop/helpdesk leadership experience
    • OR High School diploma plus 5 years of desktop/helpdesk leadership experience
  • Experience with Salesforce help desk support systems preferred, but not required.
  • IT certifications such as A+, MCP, MCDST, CCNA, etc. are preferred, but not required.
  • Previous experience in a 24x7x365 corporate IT operations environment is preferred, but not required.

 

REQUIRED SKILLS AND PROFICIENCIES:

  • Ability to deal with complex problems and determine the most appropriate solution
  • Ability to make correct decisions quickly, sometimes under tight deadlines and pressure, to get customers on their way
  • Ability to interpret technical documentation and resolve problems with established methods
  • Demonstrated ability to communicate at all levels of the organization regarding technical solutions choosing the communication method most appropriate for the intended audience
  • Demonstrated ability working effectively in a team-oriented, collaborative environment
  • Ability to function as a teacher, educating others on the usage of systems and services
  • Ability to prioritize work for self and others, manage multiple project timelines, and see tasks to completion
  • Ability to delegate clearly and comfortably to team members while sharing responsibility and accountability
  • Ability to serve as a leader/coach, identifying development opportunities for team members
  • Ability to act with discretion regarding sensitive information
  • Keen attention to detail
  • Ability to work autonomously
  • Proficiency in troubleshooting technologies in a corporate end-user computing environment including, but not limited to:
    • Microsoft Windows and Apple macOS computers
    • iOS and Android mobile devices
    • Peripherals and local/network printers
    • Audio/visual systems
    • Microsoft Office applications
  • Understanding of remote access support tools such as BOMGAR
  • Basic understanding of LAN/WAN networking, routers, and switches

 

      PHYSICAL REQUIREMENTS:

  • Ability to engage in repetitive motions including movements of the hands, wrists, or fingers
  • Ability to crouch, bend, crawl, reach, pull, push, drag, and grip
  • Ability to use both hand and power tools
  • Ability to speak including expressing oneself or exchanging information with others
  • Ability to hear including perceiving the nature of sounds at normal speaking levels with or without correction
  • Ability to see and distinguish shapes with or without corrective eyewear
  • Ability to receive detailed information through oral communication and to make discriminations in sound
  • May be required to climb ladders
  • Must be able to lift objects less than 35 pounds.  

 

 

Job Function(s): Information Technology 

 

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

 

The Love's Experience

Love’s was founded in 1964 on the values of integrity, customer focus, strong work ethic, innovation and perseverance. We are looking for these in every person we hire. No matter what job you do for Love’s, your commitment to these values will not only continue our legacy of growth, it will also ensure your successful career.


Nearest Major Market: Oklahoma City
Nearest Secondary Market: Oklahoma

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