Manager, IT Help Desk

The Help Desk Manager oversees technical support staff, ensuring prompt resolution of hardware, software, and POS system issues to maintain smooth retail operations. They manage ticket escalations, train staff, analyze performance metrics, answer calls and emails, and uphold high customer service standards for both internal employees and customers
This is a full time, 40 hour per week position, located at Belk Corporate in Charlotte, NC. After hours and weekend work may be required to support business initiatives. This role also requires exercising independent judgment, problem solving, interpersonal skills, strong written and verbal communication skills, and the ability to deliver a high level of quality service.

Job Functions

• Hire, train, and mentor staff, including operational procedures and troubleshooting techniques
• Ability to lead a team that provides excellent service to non-technical users

• Monitor tickets for completeness in accordance with support level agreements

• Achieve and improve Help Desk service level agreements by tracking first-call resolution rates, ticket volume, abandonment rates, and call handling times

• Monitor the Help Desk ticket queue throughout the day; be logged into call center software throughout your shift to take calls when there is high call volume
• Be available to team to answer questions
• Attend scheduled daily Operations calls and provide Help Desk updates
• Send MTD reports to staff
• Develop and document troubleshooting procedures, best practices, and knowledge base articles
• Review tickets for correct categorization, template use, ticket type; correct errors
• Add front end IVR message during issue that warrants one
• Must have and be able to maintain scheduling flexibility as coverage requires; including taking calls on nights and weekends when unplanned absences occur
• Be the first point of contact for all staff issues 24/7; including customer escalations
• Act with urgency in unplanned situations. Come up with a solution and act promptly
• Send status report weekly; send weekly report on reviewed calls
• Able to perform all assigned tasks; including new tasks

Education / Experience Requirements:

Position Contribution Level:

Intermediate Level

Minimum Education & Experience:

• Associate degree in Information Technology, Computer Science, or related field

• 2-4 years of experience in Help Desk support, with 1–3 years in a Manager role

Preferred Education & Experience:

• Bachelor’s degree in Computer Science, Information Technology, or a related field is often preferred, though equivalent experience is accepted

• 3–5 years of experience in technical support, with 2–3 years in a Manager role.

Knowledge & Skills

• Must have a customer focused attitude that highlights a desire to provide outstanding services and support in a fast-paced business environment
• Must be a self-driven, motivated individual that can be successful in an environment with minimal direct IT supervision
• Ability to lead a team that provides excellent service to non-technical users

• Must be flexible with their work schedule

• Must have the ability to form strong customer relationships

• Must have strong analytical, verbal, and written communication skills

• Must be able to successfully assess situations; respond proactively

• Experience with supporting retail Stores, retail applications, and 365 administration/Active Directory administration; password resets, MFA, etc

Physical Requirements:

• Ability to communicate clearly in English
• Ability to be onsite at the Home Office Tuesday through Thursday every week; while sitting at a desk taking calls

Supervisor

Sr. Manager, IT Operations

Supervises

Help Desk staff

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