Summit Electric Supply is an electrical distributor keeping current with innovative changes in the way our world is powered. With over 40 years of continuous growth in a $110 billion industry, you can count on Summit's stability. Summit will provide the tools you need, along with your commitment to customer service and drive to excel, to have a successful career in electrical supply distribution. 

First year outcomes (expectations): 

1. Create a benchmark for the Help Desk Team

2. Increase efficiency of resolutions

3. Establish and create SLA's

4. Create training plans for Help Desk Team

5. Manage work flow of Help Desk

Role Summary:

This lead position is responsible for directing the daily operations of the IT help desk team and driving a superior level of customer service. The successful individual will provide direction and oversee help desk workflow activities associated with the identification, prioritization and resolution of reported incidents and service requests. Under their guidance, the help desk team will efficiently and effectively provide resolution or escalation to all reported incidents/requests. Leadership will include day-to-day workflow as well as proactive planning, training and organization for the IT help desk team. This is a hands-on role so the lead will also operate as a functioning team member who engages directly as they assist and provide technical assistance to Summit users.

Principal Accountabilities: (essential job functions)

·         Lead the help desk support staff by defining and establishing schedules, setting priorities, providing support/direction, measuring performance and dealing with administrative issues as needed.

·         Function as a team member and carry out duties and responsibilities assigned to the team. The lead tech is active on the floor resolving tickets and offering assistance to all help desk staff.

·         Define and implement help desk processes, practices and systems that support timely and effective problem resolution.

·         Gather and analyze metrics to benchmark the help desk workload/performance goals and identify trends in help desk issues. Research and offer solutions for any noted process improvements and develop the new procedures.

·         Work with Director, IT Infrastructure Services, to establish and communicate relevant service level agreements (SLAs). Train and manage the help desk team to efficiently and effectively operate within them.

·         Work with all IT department associates to promote excellent customer service, effective response times, and provide expert insights into general support issues.

·         Enforce quality of service guidelines for dealing with internal customers, completing services, and overall customer satisfaction.

·         Train department staff on operational procedures and troubleshooting techniques.

·         Produce, maintain and update knowledge base articles on all supported software applications.

·         Mentor team, including addressing customer complaints and areas for growth/improvement.

·         Help drive technical innovation while promoting a team building environment.

·         Other duties as specified.

Essential Skills and Experience:

·         2+ years in a manager/supervisor role in a technical user support environment.

·         4+ years working in a technical user support environment.

·         Strong trouble-shooting, problem solving, teamwork, interpersonal, and relationship management skills.

·         Highly skilled in verbal and written communications.

·         Proficiency in Microsoft Office.

·         Proficiency in desktop/laptop hardware.

·         Proficiency in iOS and Android devices.

·         Proficiency in printer configuration and troubleshooting.

·         Proficiency in Microsoft Active Directory and Office 365.

·         Experience with an enterprise VOIP system for moves, adds and changes (preferably Cisco).

·         Understands all layers of the OSI model.

·         Experience with ITSM tools.

·         Highly self-motivated and directed, with high attention to detail and a strong customer service orientation.

·         Experience creating and providing Help Desk metrics.

·         Ability to analyze and optimize Help Desk processes.

·         Experience handling customer escalations and communications.

·         Ability to effectively prioritize tasks in a high-pressure environment.

·         ITIL Foundations Certification or higher or the ability to obtain in 6 months.

·         CompTIA A+ certification, equivalent or higher.

Beneficial Skills and Experience:

·         Understanding of Agile and LEAN frameworks, including Scrum and Kanban.

·         Experience with troubleshooting MacOS in an enterprise environment.

·         Experience with supporting a SAP environment.

·         Advanced knowledge of PC hardware setup, configuration and troubleshooting.

·         Managing IT inventory controls and maintaining IT asset management systems.

·         MCSA certification, equivalent or higher.

·         CCNA certification, equivalent or higher.

Physical Challenges:

·         Consistent sitting for many hours at one time.

·         Regular and consistent use of keyboard and mouse is necessary.

·         Ability to climb stairs on occasion.

·         Must be able to occasionally lift up to 25 pounds.

·         Majority of the job is located inside the office, during regular hours of operation.

·         Ability to travel as necessary.

Not sure yet if this is the right position for you? Click here to submit your information to our recruiting team.   

As an equal opportunity employer, Summit is dedicated to serving our customers, associates, suppliers, and local communities through inclusion, mutual respect, and merit. We do not base any hiring or employment decisions on sex, race, color, religion, national origin, pregnancy, disability, genetic information, veteran status, or age. 

**Our Company uses E-Verify to confirm employment eligibility. To learn more about E-Verify, including your rights and responsibilities, please visit www.E-Verify.gov

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