Helpdesk Manager’s responsibilities include assisting with Woodcraft’s Retail Point of Sale system and daily management of the Retail Helpdesk. Collaboration with the IT and BAT Departments in the day-to-day management of Woodcraft’s IT infrastructure and software is a significant part of this role. The Helpdesk Manager should have a thorough understanding of IT Technologies and Point of Sale operations to provide technical assistance and support for incoming issues related to Woodcraft’s computer systems, operational processes, hardware, and software.

Qualification and Education Requirements:

• Experience in a customer support role.
• 5 years proven experience as an IT professional or similar role.
• Degree in relevant field or comparable work experience.
• Relevant professional certifications will be an advantage.

Essential Functions of the Job:

• Serve as the escalated support tier for users seeking IT related assistance over the phone, in person, via email and Teams. Capable of performing troubleshooting through diagnostic techniques and pertinent questions.
• Act as a Liaison for both internal resources and third parties/vendors for Retail IT projects.
• Analyze, test, and recommend hardware and software standardization, then report back to management or developers with the findings.
• Upgrade systems with new releases and models.
• Create and maintain comprehensive IT systems documentation for both internal staff and external (retail stores). This also includes being able to identify and suggest possible improvements on procedures.
• Train staff on new technologies.
• Utilization of ticketing system to assign tasks within the Helpdesk, IT, and BAT Departments.
• Occasional on-site support for IT solutions at stores. This includes but is not limited to installations, trainings, etc.

Job Specific Competencies:

• Tech savvy with working knowledge of retail IT environment, software, and peripherals.
• Resourcefulness and problem-solving aptitude.
• Excellent communication skills; written and verbal.
• Customer-oriented and cool-tempered.
• Exceptional organizational and time-management skills.
• Good understanding of computer systems including but not limited to Windows Operating Systems and Microsoft Office and Dynamics.
• Ability to diagnose and resolve technical issues.
• Works well in a team.
• Strong leadership experience with 2 years of Helpdesk Management.
• Comfortable documenting processes and procedures.

Supervisory Responsibility:

• The Helpdesk Manager is responsible for managing 3-5 Retail Helpdesk support staff members.

Benefits:

• Competitive health insurance dental, vision and life insurance.
• Paid time off including vacation and sick leave.
• 401K plan with 401K match.
• Salary commensurate with experience.

Woodcraft provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Tuition reimbursement
• Vision insurance

Compensation package:

• Bonus opportunities

Experience level:

• 5 years

Schedule:

• Day shift
• Evening shift
• Monday to Friday
• On call
• Weekends as needed

Work Location: In person