Lead, Facilities Help Desk - 2nd Shift

Help Desk Team Lead

Job Description

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.

Responsibilities:

• Assigns daily jobs and adjusts workflow of the department based on changing call trends
• Ensures work is handled by the team
• Coordinates work requests from other departments with the flow of existing work for maximum efficiencies
• Initiates timely communication of critical events that need to be sent to Technical Support Center Management
• Provides coaching and mentoring to team members for optimal performance and department efficiency
• Makes recommendations on employee reviews and assists in disciplinary actions
• Participates in the interview process for internal/external candidates
• Attends department meetings and communicates appropriate information to the team
• Cultivates relationships with internal departments to ensure support needs are met
• Assists with the overall department schedule for Technical Support Center employees
• Resolves and/or acts as a resource for issues
• Reads, interprets, and follows procedures described in the internal knowledge base and suggests new articles as needed
• Attends training classes, internal and external, as required
• Completes departmental reporting as needed
• Completes other duties, including special projects, as assigned by Management

Skill Requirements:

• Well organized with the ability to work under pressure and meet tight deadlines
• Positive, professional attitude and adaptive to change
• Capable of working in a fast-paced environment
• Demonstrated expertise with Word, Excel, and other MS Office suite applications
• Ability to work with little to no supervision
• Excellent verbal communication skills and the ability to explain technical information in layman's terms
• Excellent understanding of intra-department functions and operations
• Ability to perform repeated bending, standing and reaching
• Ability to occasionally lift up to 40 pounds

Additional Responsibilities:

• On call 24 hours per day/7 days per week for emergencies
• 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.