Helpdesk Supervisor

The Company

Ingles Markets began in 1963 as a single supermarket and has since grown into a regional grocery store chain with just under 200 retail locations operating in 6 southeastern states, a 1.6-million-square-foot distribution center, two truck fleets, and a milk processing plant. Ingles Markets’ headquarters and distribution center are located just 15 minutes outside of Asheville, NC in the town of Black Mountain.

The Team

We are a lean team that services 27,000 employees across 6 states. We work hard as a collective to ensure everything is accomplished, even if it is not in our job description. While we do take things seriously, we like to have fun while we are doing it, so we can create the most impact and difference in our community.

The Position

The Helpdesk supervisor is responsible for the day-to-day supervision of all Helpdesk and deskside support functions.

Key Responsibilities:

• Daily supervision, coaching and mentoring of Helpdesk associates.
• Scheduling of Helpdesk staff to maintain adequate support coverage.
• Assisting Helpdesk personnel with incident/case resolution.
• Ensuring personnel (new and existing) receive proper training on product and process support.
• Meeting regularly with tier 1/2 agents, setting and maintaining professional development plans.
• Troubleshoot and resolve incidents/cases of varying difficulty that have been escalated from tier 1/2 agents.
• Score Helpdesk personnel monthly for call and ticket accuracy.
• Answer incoming Helpdesk calls, as needed, to support incoming call volume.
• Document all calls received via ITSM/CSM platform.
• Document incident/case solutions in the knowledge management system.
• Follow-up with end-users to ensure that incidents/cases have been resolved satisfactorily.
• Suggest process improvement for Helpdesk.
• Perform monthly user audits for store systems.

The Ideal Candidate:

• Associate degree or experience commensurate with education.
• 2+ years of IT experience and 2+ years IT leadership experience.
• ITIL or HDI Certification is a plus.
• Intermediate to Advanced computer skills.
• Intermediate to Advanced computer software experience.
• Ability to communicate with technical and non-technical people of various levels.