Help Desk Team Lead Start your story at Speedway! We're committed to bringing passion and customer focus to the business. Leads and coordinates day-to-day activities for a team supporting the Help Desk; coordinates scheduling and provides coaching and mentoring to employees in assigned team; ensures compliance with company policies and guidelines in the absence of other team leads and management. Responsibilities include assigning daily jobs and adjusting workflow of the department based on changing call trends, ensuring work is handled by the team, coordinating work requests from other departments with the flow of existing work for maximum efficiencies, initiating timely communication of critical events that need to be sent to Technical Support Center Management, providing coaching and mentoring to team members for optimal performance and department efficiency, making recommendations on employee reviews and assisting in disciplinary actions, participating in the interview process for internal/external candidates, attending department meetings and communicating appropriate information to the team, cultivating relationships with internal departments to ensure support needs are met, assisting with the overall department schedule for Technical Support Center employees, resolving and/or acting as a resource for issues, reading, interpreting, and following procedures described in the internal knowledge base and suggesting new articles as needed, attending training classes, internal and external, as required, completing departmental reporting as needed, and completing other duties, including special projects, as assigned by management. Skill requirements include being well organized with the ability to work under pressure and meet tight deadlines, having a positive, professional attitude and being adaptive to change, being capable of working in a fast-paced environment, demonstrating expertise with Word, Excel, and other MS Office suite applications, being able to work with little to no supervision, having excellent verbal communication skills and the ability to explain technical information in layman's terms, having an excellent understanding of intra-department functions and operations, being able to perform repeated bending, standing and reaching, and being able to occasionally lift up to 40 pounds. Additional responsibilities include being on call 24 hours per day/7 days per week for emergencies and may be required to travel occasionally. EEO Statement: Speedway is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or any other protected characteristic. In compliance with the Americans with Disabilities Act and other applicable laws, we offer reasonable accommodation in the employment process. If you are unable to complete the application process due to a disability, please contact 1-888-225-5735, option 4.
Lead, Facilities Help Desk - 2nd Shift • Enon, OH, United States
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