Help Desk Manager
Job Posting for Help Desk Manager at Robert Half
Job Description: Help Desk ManagerLocation: Wichita, Kansas (onsite)Company Overview:We are a leading provider of technology solutions for convenience stores (C-stores) and retail businesses, dedicated to enhancing operational efficiency and customer experience. Our company specializes in POS systems and support services tailored to meet the unique needs of our clients.Position Summary:We are seeking an experienced Help Desk Manager to oversee and optimize our technical support operations. The ideal candidate will have a background in C-store technology and a proven track record of building and managing high-performing teams. This role requires strong leadership skills, technical expertise, and a customer-centric approach to problem-solving.Key Responsibilities:Establish and lead productive teams within the business infrastructure, including Support Desk, Implementation, Staging, Repair, and Shipping.Resolve internal issues between teams and foster a collaborative working environment.Manage a team of 10-15 Support Desk Technicians (onsite, hybrid, remote) providing 24/7 support to over 1300 local business sites.Provide 3rd level technical support for complex issues escalated from the support desk.Oversee installers and manage repair and inventory control processes.Develop customized programs to address client-specific needs within our POS system.Implement new technologies and tools to enhance training for Support Desk and Implementation Teams.Secondary Duties:Cultivate and manage vendor relationships to ensure timely and effective support and service.Handle parts ordering and maintain inventory to support repair operations.Ensure PCI compliance standards are met within the organization's operations.Identify and report software defects to software vendors for prompt resolution.Assist in network administration and system administration tasks as needed.
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