San Antonio Shoemakers (SAS)

Help Desk Support Lead

San Antonio Shoemakers (SAS)

full-time

Posted on:

Location Type: Office

Location: San Antonio • Texas • United States

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Job Level

Senior

About the role

  • Give specific directions to the customer desk team members to enable them meet specific customer needs.
  • Create and manage both intra-team and inter-team work processes that will boost the level of productivity, enhance excellence in communication and monitor the level of service delivery in order to determine areas of lapses.
  • Administer effective frontline line desk assistance to customers where inquiries are beyond the knowledge of the help desk team members.
  • Appropriately escalate issues to other departments for resolution as required.
  • Implement a central problem management route for information management users to handle queries and complaints.
  • Providing satisfactory explanations and solutions to customer questions and issues to gain their confidence.
  • Responsible for maintaining organizational ticketing system.
  • Willing to work on-call on a rotating cycle.
  • Establish and follow measures of crisis management to control all effects that may arise from customer problems and complaints to avoid escalation.
  • Organize training and/or make arrangements for team member to receive training on the latest and best practices in handling help desk related issues.
  • Keep adequate records of all activities in the help desk department and present them to management upon request for evaluation.
  • Create good working relationship amongst members of the help desk team to ensure smooth flow of work, which improves overall performance.
  • Develop several strategies to tackle issues to have a backup plan where a particular strategy might not be effective.
  • Responsible for hiring, training and supervising the help desk IT team.
  • Provide critical system analysis on an as needed basis.
  • Write and Modify knowledge articles supporting company needs.

Requirements

  • Problem solving: Demonstrated effective problem-solving skills.
  • Help Desk supervisory experience: Prior experience supervising a help desk or technical support role.
  • Verbal communication: Excellent verbal communication skills.
  • Effective listening skills: Demonstrated active listening skills.
  • Proper phone etiquette: Maintain proper phone etiquette.
  • PC proficiency: Demonstrated knowledge and ability to use computers and technology.
  • Multi-tasking: Able to properly prioritize, delegate, and handle multiple responsibilities at the same time.
  • A history of working collaboratively or independently.
  • Must be accountable for their actions.
  • Be respectful at all times.
  • Be self-motivated, dependable, disciplined, and be focused on producing high-quality work.
  • Required to have close visual acuity to perform an activity such as viewing a computer, visual inspection, and prepare and analyze projects.
Benefits
  • Health insurance
  • 401(k) matching
  • Flexible work hours
  • Paid time off
  • Remote work options
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
problem solvinghelp desk supervisory experiencePC proficiencysystem analysisticketing system managementknowledge article writingcustomer serviceinquiry resolutioncrisis managementtraining and development
Soft Skills
verbal communicationactive listeningphone etiquettemulti-taskingcollaborationaccountabilityrespectfulnessself-motivationdependabilitydiscipline