Associate Manager of Help Desk Technicians in Atlanta, GA at RaceTrac

Date Posted: 6/20/2022

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    200 Galleria Parkway Southeast
    Atlanta, GA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    6/20/2022

Job Description

RaceTrac Company Overview

Job Description:

The Store Systems Help Desk Technical Associate Manager manages a team of up to 20 employees who are responsible for the organization’s technical support work order processes. This individual provides the tools, leadership, and techniques to improve the overall efficiency of store systems through staff development, workflow process development, and collaboration with internal and external stakeholders.  Up to 20% travel required. 

Responsibilities:

•    Oversees the work of the Store Systems Help Desk team responsible for handling trouble tickets submitted by RaceTrac and RaceWay store teams for all technical equipment and software applications at the store.
•    Audits tickets to ensure processes and procedures are followed and notes are updated.
•    Monitors daily intake of open calls and technical issues and adjusts personnel support as needed.
•    Leads, guides, and mentors Store Systems Support Analysts and Technicians; ensures the appropriate tools for development are readily available. 
•    Manages the Store Systems technical support process and to ultimately ensure store operations are running at optimal capacity.
•    Oversees, leads, mentors, and develops all members of the Store Systems Help Desk and implements training programs to ensure staff is performing at the optimal level. 
•    Ensures exceptional customer service to all field personnel. 
•    Teams with cross-functional departments to identify areas for technical improvements at the store; coordinates with vendors, field support, and Operations to implement the most effective solutions.
•    Provides analysis, reports, and information to Store Systems Help Desk Manager through various metrics and presentations as requested.
 

Qualifications:

•    Bachelor’s degree from an accredited college or university preferred
•    5+ years experience in a Help Desk environment or related field preferred
•    3+ years in a managerial position preferred
•    Proven ability to utilize metrics; able to produce quantifiable results for an organization preferred  
•    Knowledge of PC, network, hardware, and software installation and configuration preferred
•    Proficient in Microsoft Office Suite preferred
 

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