It - Help Desk Supervisor

The most exciting thing about Bargain Hunt is our growth!

As a Help Desk Supervisor with expertise in Jira Service Management, you will play a pivotal role in overseeing and optimizing our Help Desk operations. You will lead a team of support professionals, implement best practices, and leverage your Jira Service Desk experience to streamline issue tracking and resolution processes. Your goal will be to ensure efficient problem resolution, maximize customer satisfaction, and serve as an escalation point for critical issues outside of business hours.

Primary Duties and Responsibilities

• Continuously assess and improve Help Desk workflows, making data-driven decisions to enhance efficiency and customer satisfaction.
• Work with IT leadership to monitor and maintain service quality standards, conducting regular quality assurance checks on support interactions and taking corrective actions as necessary.
• Maintain a customer-centric approach to support, ensuring prompt and effective resolution of customer issues.
• Generate and analyze reports from JSM to track Help Desk performance, identify trends, and present results to leadership.
• Manage resource allocation, including personnel, tools, and technology, to ensure the Help Desk team operates effectively.
• Maintain accurate and up-to-date documentation of Help Desk processes, policies, and procedures.
• Collaborate with vendors and third-party service providers to resolve complex technical issues and ensure smooth service delivery.
• Oversee and manage on-call rotations and serve as an escalation point.
• Lead, mentor, and motivate a team of Help Desk support staff, ensuring high performance, productivity, and a positive work environment.
• Ensure that Help Desk operations comply with industry standards, regulations, and company policies.
• Maintain a positive work environment by acting and clearly communicating in a manner to build strong relationships with assigned employees.
• Oversee purchasing for new stores and other company initiatives.
• Perform other miscellaneous duties and tasks as assigned.

Job Specifications

• Bachelor's degree in a related field or equivalent work experience.
• Proven experience in a Help Desk environment.
• Strong expertise in JIRA and other relevant IT service management tools.
• Exceptional problem-solving and analytical abilities.
• Strong communication and interpersonal skills.
• Knowledge of ITSM or other relevant certifications is a plus.
• Ability to thrive in a fast-paced, dynamic environment.

Bargain Hunt is an equal employment opportunity employer and considers all applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital or veteran status, or based on any individual's status in any group or class protected by applicable federal, state, or local law.  Bargain Hunt also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.  If you require an accommodation in the application process, please advise Human Resources.