Manager of Help Desk

Req ID: 414221 

BASIC PURPOSE:  Manages multi-tiered support team to provide maximum system availability and correction of technical matters pertaining to POS hardware and software, as well as procedural issues for Love’s stores. May manage a group of 50+ employees. The Manager of Help Desk is responsible for recruiting and hiring decisions, performance reviews, and reward and recognition of employees under their supervision. 

MAJOR RESPONSIBILITIES:

• Coach and mentor Help Desk supervisors in day-to-day activities
• Work directly with Help Desk staff on day-to-day activities
• Coordinate with warehouse for depot maintenance items
• Review KPIs and Call reporting data to make Help Desk more efficient
• Ensure proper staffing levels and scheduling
• Participates in interviews and the hiring process for departments
• Maintain communication with support partners
• Escalation point for Operations Department for severe issues
• Other duties assigned as needed

EDUCATION AND EXPERIENCE:

• Education:
  • HS Diploma or equivalent required
  • Bachelor’s Degree in MIS preferred
• Experience:
  • 3 or more years supporting retail POS systems preferred
  • 5 or more years’ experience managing a multi-tiered help desk environment preferred
  • Previous experience of managing 50+ employees preferred

     SKILLS AND PHYSICAL DEMANDS:

• Skills:
  • Knowledge with Windows operating systems, Microsoft Office products and experience with call routing systems
  • Must be able to manage multiple priorities
  • Ability to self-manage
  • Ability to coach and mentor
  • 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
  • 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