Manager, Convenience & Fuel Retail Help Desk

Summary

The Help Desk Manager works with the Director of Support Services to oversee the department and ensure superior customer satisfaction in Help Desk services. Provide constant training and coaching of new and existing staff.

Essential Functions

• Manage and lead Help Desk team by ensuring proper policies and procedures are followed
• Monitor and manage call queues to ensure prompt response and resolution
  Maintain up-to-date skills for all Point of Sale (POS) hardware and software troubleshooting
• Respond and resolve support calls from customers in a timely manner
  Train and coach new and existing Help Desk (HD) staff in equipment and resolution techniques
• Provides critical input in the hiring, firing, advancement, or other change of status to employees in the group
  Accept escalations and provide guidance to other Help Desk analysts when required
• Escalate calls to management if time-based targets are not met or if a call is beyond scope of understanding
• Maintain open, positive, and professional communication with clients, fellow employees, and management
• Participate with after-hours cell phone rotation for support or backup as needed
• Update internal knowledge base software and documentation
• Assist in the design of new support tools and procedures
• Supervise after-hour shifts as scheduled
• Participate in customer conference calls and be prepared to discuss relevant topics as needed

Required Qualifications

• Minimum 3 years Help Desk experience required
• Minimum 5 years of supervisory experience required
• Ability to deal with customers of all temperaments; possess the ability to maintain appropriate communication with customers over the phone or via email.
• Sharp listening, creative questioning, and good note-taking skills to gain a clear understanding of the software application and needs, in order to provide an effective solution
• Excellent oral and written communication skills
• Ability to multi-task and adapt to changes quickly and efficiently to resolve issues
• Ability to learn quickly and retain knowledge
• Good creative problem-solving skills, an independent thinker, and a dedication to customer satisfaction
• Positive 'can-do' attitude, energy, and enthusiasm with a professional business-like appearance

Desired/Preferred Qualifications

• Call center or Help Desk management experience preferred

Supervisory Responsibility

Yes

Travel and Availability to Work

None

Work Environment

Ability to handle multiple priorities and demands in a fast-paced environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, Microsoft Office applications, phones, photocopiers, filing cabinets, and fax machines.

Physical Environment

Physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

• Mostly desk work with some lab testing; requires the ability to sit or stand throughout a normal workday

Other Duties/Changes

This job description is not designed to cover or contain a comprehensive listing of all duties, responsibilities, or activities that are required of a team member for this job. Duties, responsibilities, and activities may change at any time with or without notice. At any point in time, the essential functions and primary duties associated with this position will be the principal, major, or most important duties, responsibilities, and activities that the employee is expected to perform as determined and directed by DUMAC.

EEO Statement

DUMAC Business Systems, Inc. provides equal employment opportunities (EEO) to all team members and applicants for employment opportunities. All qualified applicants will receive consideration for employment, and all team members will be treated with respect to their employment, without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability, or veteran status. For further details please view the Equal Employment Opportunity Posters provided by OFCCP. http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm