Technical Helpdesk Supervisor - Experience The Brick Way!
Nobody Beats The Brick!
For over 40 years, visionary men and women have built dynamic, exciting and meaningful careers at The Brick and have been rewarded for their performance and innovation. Founded in 1971, The Brick has become Canada’s largest volume retailer of furniture, mattresses, appliances and electronics with over 230 locations, 6 distribution centres and 6000 team members from coast to coast. Our ongoing commitment to customer serviceand supporting our local communities will continue to build The Brick’s reputation as the preferred customer choice for value-priced, quality brand name home furnishings.
We have just emerged from a record year and we want you to be a part of our continued success! Join our team and experience a rewarding and challenging work environment with skilled and supportive teammates who value winning together!
The Brick is looking for an experienced Technical Helpdesk Supervisor (technical service desk/contact centre) to join our Information Services Department at our Corporate Office in Edmonton, AB.
Position Overview:
This position will be responsible for leading The Brick’s tier 1 Helpdesk which consists of approximately 11 analysts. The Brick’s User Support team is responsible for providing first level support to all Brick locations across Canada with all supported systems and IT needs (application, OS, computer, laptop, POS equipment, RF scanners, printers, etc.).
This role requires an energetic and motivated individual who has proven skills in leading a technical service desk team in a dynamic, ever changing and fast paced environment. The successful candidate will be able to demonstrate initiative by implementing new processes and procedures that support the Information Services group’s vision and values while demonstrating exceptional customer service and support. This person will also have the needed soft skills to provide people leadership and mentoring to their team in professional development and growth.
Responsibilities:
- Coordinate and ensure day to day helpdesk functions and responsibilities are accomplished within established requirements
- Ensure the helpdesk meets all defined business goals and target metrics and provide weekly reports and updates (Response times, customer expectations, etc.)
- Manage Helpdesk administrative tasks (Scheduling, ordering, payroll, hiring, etc.)
- Identify and implement process improvements as they relate to the front line support model
- Responsible for coordinating training on supported systems and new processes for both new and existing staff
- Handle all escalations as they relate to the Helpdesk
- Coordinate with other IT and Business units as required on new processes and initiatives
- Responsible for ensuring all training and documentation materials are up to date and accurate
- Facilitate regular team meetings to provide business updates to direct reports
- Provide performance management to the team as required
- Provide regular 1x1 and performance reviews to all direct reports
- Drive and support the IT vision and business goals as required
- All other duties as assigned by senior IT Management
Requirements:
- Technical Diploma or BS in Computer Science or Business Management
- 4+ years of experience in contact center management/supervision, performance management around KPIs and people management
- Strong knowledge of standard IT support processes and methodology
- Knowledge and experience in process improvement (Six Sigma, BPI, ITIL, Etc.)
- Experience providing user support in a Windows Domain environment
- Experience with help desk software and reporting
- Excellent oral and written communications skills
- Customer service focused
- Excellent problem solving and trouble shooting skills
- Ability to lead a team
- Adaptable to change
- Able to meet deadlines and provide deliverables as identified
- Ability to work in a fast paced, high pressure work environment
APPLY NOW and explore this exciting career position by submitting your resume and stating salary expectations to:
Hiring Manager
careers@thebrick.com
We thank all those who apply; however, only those applicants chosen for an interview will be contacted. Applicants must be legally eligible to work in Canada without sponsorship.
People are the focus of The Brick Group’s business – both employees and customers. A large part of the company’s success can be attributed to attracting, developing, and retaining dedicated members of the team. The Brick Group is committed to an environment that motivates and recognizes high performance through job promotion and financial support. The focus is on training every associate to nurture and develop a culture that promotes constant and continuous improvement to ensure that our customer’s shopping experience is second to none.
The Brick offers an attractive and competitive compensation package that includes:
- Competitive total compensation package
- Flexible Health & Dental benefits plans to meet individual needs
- Awesome employee product discounts
- RRSP matchingprogram
- Tuition reimbursement
The Brick Group’s Corporate Office is located in Edmonton, AB and has six Distribution Centres across the country totaling over 2 million square feet. The Brick Group is traded on the Toronto Stock Exchange (T.BRK.).
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