Help Desk Team Lead
Share
Job Location:
Draper, UT - USA
Yearly Salary:
USD 78000 - 88000
Posted on:
14 hours ago
Vacancies:
1 Vacancy
Job Summary
Join Our Team
Job Purpose
The Help Desk Team Lead manages the daily operations of the IT Help Desk delivering prom pt and high-quality technical support to users. This role oversees and coordinates the workload of the Help Desk team to ensure seamless support for Holidays c-store locations and other internal teams. Working closely with the IT Director the Team Lead helps enhance customer experience maintain service level agreements (SLAs) and drive technology initiatives. This position requires a hands-on technical professional who can mentor and coach the team communicate effectively at all levels balance competing priorities and successfully manage both ongoing support and assigned quarterly projects.
Duties and responsibilities
- Team Leadership & Development
- Guide mentor and coach the help desk technicians to build skills and improve performance.
- Assign tasks balance workloads and monitor progress to ensure timely resolution of issues.
- Manage scheduling including weekend coverage to maintain adequate staffing levels and support.
- Foster a positive service-oriented culture across the help desk team and with users.
- Manage and monitor emergency calls.
- User Support
- Provide hands-on support for laptops printers and peripherals.
- Troubleshoot and resolve help desk tickets promptly and effectively escalating when necessary.
- Communicate proactively with users about the status of their issues and follow up to confirm resolution.
- Assist with user onboarding and offboarding including system setup and access provisioning.
- Deliver user training in one-on-one and group settings to improve technology adoption.
- Operations & Process Improvement
- Oversee the help desk ticketing system to ensure tickets are prioritized and resolved within SLAs.
- Track and report on key performance metrics (e.g response times resolution rates ticket volume outstanding issues emergency calls team mileage).
- Identify recurring issues and implement proactive solutions update SOPs or process improvements.
- Champion initiatives to improve user experience and enhance infrastructure.
- Suggest and implement technology upgrades or workflow changes to improve team efficiency.
- Other Responsibilities
- Collaborate with subject matter experts on escalated or complex issues.
- Perform additional tasks projects or duties assigned to support IT and organizational goals.
Qualifications
- Education & Experience
- Bachelors degree in Information Technology Computer Science or equivalent work experience.
- Prior leadership or supervisory experience is required.
- Ability to participate om and manage rotating weekend morning help desk coverage.
- Technical Skills
- High degree of technical understanding of computer systems networks printers and peripherals.
- Proficiency in deploying configuring and supporting operating systems on laptops and tablets.
- Experience with Microsoft Office Suite.
- Working knowledge of Active Directory Intune DNS DHCP and print server management.
- Problem-Solving & Support
- Resourceful and quick-thinking with the ability to troubleshoot new or critical technical issues.
- Strong analytical and problem-solving mindset with the ability to stay calm and effective under pressure.
- A professional and friendly customer service approach with excellent communication skills.
- Organizational & Personal Skills
- Capable of prioritizing tasks managing time effectively and balancing multiple stakeholders.
- Highly detail-oriented with a positive attitude and motivation to learn and grow professionally.
- Able to work independently or collaboratively as part of a team.
- Other Requirements
- Ability and means to travel to store locations within Salt Lake Utah Davis and Tooele Counties.
- Must maintain a good driving record and hold a valid Utah drivers license.
Why Holiday Oil
- A stable respected Utah company with over 60 years of growth
- A collaborative environment where your work directly contributes to the companys success
- Strong values rooted in safety quality and integrity
- Opportunities to grow your career within the Holiday Oil family
If youre ready to bring your expertise to a company that values people progress and high-quality work we invite you to apply and join the Holiday Oil team.
Apply Today!
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
About Company
Holiday is more than just a gas station. It's where you start your day with a friendly face, it's where you grab a bite on the go, it's where you celebrate with a treat after the big game. Communities start here.
