IT Help Desk Manager

Join our team and live the Ollie-tude!: (Ollie's Core Values) BE A TEAM PLAYER- Associates are expected to be supportive and work together. BE CARING- How do I treat others with courtesy, dignity, and respect? BE VALUE OBSESSED- Live the "good stuff cheap" mindset. BE COMMITTED- Operate with grit, passion, tenacity, and action. BE GROWING- How do we get better every day? BE REAL- Associates should be honest, transparent, genuine, trustworthy, and sincere. Competitive Benefits Medical, Dental, Vision, and RX coverage after 30 days of employment. 401K, Company match begins at Associate enrollment 120 hours of PTO that start accruing on day one Strong career growth & talent development culture 20% Associate discount on all Ollie's purchases. Vast array of voluntary benefits Position Overview: The IT Help Desk Manager is a multidisciplinary role working to deliver superior customer service, technical support, and supervise all aspects of the IT Help Desk. The IT Help Desk Manager will manage a team of internal Help Desk Technicians to deliver exceptional support services to our Store associates. Daily responsibility of managing the identification, prioritization, and resolution of end user service requests, including the monitoring, tracking, and coordination of service tickets. Directly responsible for reporting processes and standard operating procedures to support maximum productivity, service quality, compliance, and user satisfaction. Additional responsibilities include interviewing, hiring, training, rewarding, disciplining, appraising performance and resolving complaints. Primary Responsibilities: Lead the IT Help Desk team by providing support, feedback, discipline recognition and complaint resolution. Monitor the performance of team members to ensure quality of service. Collaborate with IT and business partners to restore service and/or identify recurring problems. Manage the escalation and communication for more complex support issues. Report on operational metrics & KPIs to drive continuous improvement. Manage team schedules and plan for fluctuations in staffing. Review and analyze support desk incidents and report on opportunities for improvement in applications, hardware, documentation, and procedures. Provide training for development and increased knowledge for the team and system users. Provide a high-level of customer service to stores, associates, and business leaders. Resolve end user calls and/or work orders in a timely and professional manner while maintaining continuous communication within the department and end users. Follow all operational procedures and document all pertinent information, communication, and resolution in the support tickets. Complete any additional responsibilities and/or duties as assigned. Qualifications: High school diploma or equivalent required. Certification or degree in related field desired. Minimum of 5 years' supervisory experience in an enterprise Help Desk environment. Ability to work a flexible schedule to include occasional evenings, weekends, and holidays. Ability to travel to stores and distribution centers occasionally. Ability to exercise sound judgment. Ability to preserve confidentiality of information. Ability to organize and prioritize a variety of tasks and activities and work within strict timeframes and deadlines. Excellent analytical skills and the ability to create, interpret, and communicate issues and resolutions to management and users. Accuracy and attention to detail. Outstanding interpersonal and listening skills; ability to articulate complex technical topics for non-technical audiences. Physical Requirements: Ability to lift and carry up to 50 pounds. Ability to push and pull up to 100 pounds. Ability to remain in a normal seated position regularly. Ability to see, hear, and speak regularly. Ability to grip, reach, and pinch with arms and hands frequently. Ability to bend and twist occasionally. Ability to work in a constant state of alertness and safe manner. Ollie's is an equal opportunity employer. In compliance with Federal and State Equal Opportunity Laws, qualified applicants are considered for all positions applied for without regard to race, color, religion, sex, national origin, age, veteran's status, disability, or any other legally protected status. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Created: 2026-03-10