Help Desk Team Lead

Introduction: 

A Help Desk Team Leader is a person who supervises the activities of all contractors who are members of the help desk team, to ensure that they deliver excellent customer service, and provide customer guidance. Help Desk Team Leads makes it a priority to meet all customer expectations and keeps track of all performance indexes which include incoming calls, outgoing calls, and open aged calls. As a leader, you are responsible for creating and implementing support for all customers’ queries, assessing team performance, and redefines customer services with the support of management. In order to ensure the general growth of the organization, you will collaborate with the business manager(s) to brainstorm ideas and strategies to enhance good customer experience in the organization. Initiate strategies through which you can obtain customer feedback on service delivery, rate customer perception about the organization in order to determine their strengths and weaknesses and further strengthen loose ends for better service delivery. Provide detailed and comprehensive technical support to customers, particularly in handling escalated and more complex calls as well as calls requiring a supervisory perspective and judgement. Report all activities and observations to the service desk manager and assist in finding resolutions to all outstanding issues. Utilize expertise in order to mentor and groom less-experienced members in the help desk team. Train help desk team members, assign tasks and evaluate performance to determine their level of learning. Provide training and support for the technical requirements of the team members, as necessary. Ensure proper staffing levels of team members to ensure proper coverage. Analyze reports and performance data to ensure technical team is performing productively and efficiently.

Responsibilities: 

• Gives specific directions to the technical desk team members to enable them to meet specific customer needs.
• Creates and manages both intra and inter teamwork 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.
• Administers effective frontline desk assistance to customers where inquiries are beyond the knowledge of the help desk team members.
• Implements a central problem management route for information management users to handle queries and complaints.
• Showcases level of expertise by providing satisfactory explanations and solutions to customer questions and issues to gain their confidence.
• Take measures of crisis management to control all effects that may arise from customer problems and complaints to avoid escalation.
• Administers the initial and on-going team training including direct training and making arrangements for team members to receive training on the latest and best practices in handling help desk-related issues.
• Keeps clean records of all activities in the help desk department and present them to management upon request for evaluation.
• Create good working relationships 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.
• Handle escalated issues: Serve as an escalation point for Tier 1 support, resolving more complex hardware, software, and network problems.
• Provide advanced troubleshooting: Diagnose and resolve problems that require detailed system and application knowledge, such as system performance issues or network connectivity issues.
• Document solutions: Maintain a knowledge base by documenting solutions to complex problems to assist both users and other support staff.
• Collaborate with other teams: Work with service desk providers and internal field Services team on advanced troubleshooting and to implement solutions.
• Collaborate with Clients: Engage with clients to drive remote resolution and problem determination. Ability to verbally walk people through resolution steps.  
• Support system maintenance: Assist with tasks like equipment testing, new system and software trials, and maintaining asset logs.
• Mentor junior technicians: Provide guidance and assistance to Help Desk Level 1 technicians. 

Required Skills: 

• Associate’s degree or equivalent experience
• Four years of relevant technical experience
• 3 years’ experience working on a technical Help Desk
• 2 years’ work experience managing others.
• Expert knowledge of POS equipment – logics, controllers, debit readers, scanners, printers, etc.
• Expert troubleshooting skills
• Ability to escalate problems to supervisors if necessary.
• Ability to meet deadlines.
• Demonstrated ability to achieve successful outcomes in handling difficult situations and customers.
• Demonstrated ability to manage multiple priorities and follow through on projects to completion.
• Able to react to change productively.
• Working knowledge of Microsoft Word and Excel
• Excellent communication skills – both written and verbal
• Good knowledge of customer relations and management
• Ability to pay attention to time management, as well as possessing analytical skills.
• Ability to showcase good leadership skills to carry team members along.

Preferred Skills: 

• 4 years’ experience with POS hardware upgrades
• 3 years’ experience in technical help desk environment 

 

About the Company: 

Toshiba Global Commerce Solutions is a dynamic billion-dollar global company based in Research Triangle Park, NC, providing retail store solutions to your favorite brands.  Have you ever been in a hurry and made use of the self-checkout at Lowe’s Foods, earned fuel rewards at Kroger, or just paid for purchases at retailers such as Walmart, Michaels, Carrefour, The Gap, Calvin Klein, Boots, Cencosud, BJ’s, or Costco?  These are just a few examples of our in-store solutions and impressive customer base that made us the world's installed market share leader. 

The nature of retail is changing quickly, so if you share our 'Together Commerce' vision of a seamless two-way, participatory shopping experience, let’s get together to drive the new economy. 

 

Toshiba Global Commerce Solutions, Inc. offers a competitive salary and generous benefits package including the following:  

• Group health coverage (medical, dental, & vision)
• Employee Assistance Programs
• Pre-tax spending accounts
• 401(k) plan (with company match)
• Company provided life insurance 
• Pet Insurance
• Employee discounts
• Generous paid holiday schedule, paid vacation & sick/personal days  

 

EEO:

Toshiba Global Commerce Solutions is an equal opportunity/affirmative action employer that evaluates qualified applicants without regard to age, ancestry, color, religious creed, disability, marital status, medical condition, genetic information, military or veteran status, national origin, race, sex, gender, gender identity, gender expression and sexual orientation or any other protected factor. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

 

Individuals who need a reasonable accommodation because of a disability for any part of the employment process should email benefits@toshibagcs.com to request an accommodation.

 

DIVERSITY, EQUITY & INCLUSION: 

We at Toshiba Global Commerce Solutions firmly believe that our people are an integral part to the success of our customers. Furthermore, we’re committed to Diversity, Equity, and Inclusion for all our people as highlighted by our 5 Core Principles (Create Outreach, Foster Belonging, Unleash Opportunity, Diverse Cultural Engagement and Culture of Transparency).  We’re passionate about our customers the retail industry and becoming a more responsible company as we help create a brighter future.

 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

 

pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)