Helpdesk Supervisor

Ingles Markets, Inc.; Black Mountain (NC); On-site; USD 55,000 - 75,000; Full time

Job summary

Ingles Markets, Inc. is seeking a Helpdesk Supervisor to oversee day-to-day Helpdesk and deskside support at the corporate office in Black Mountain, NC.

The ideal candidate has 2+ years of IT leadership and 2+ years of IT experience, with strong communication across technical and non-technical teams. This on-site role leads a lean team, ensures incident resolution, and drives training and process improvements.

Qualifications

• Associate degree or equivalent experience required.
• 2+ years of IT experience and 2+ years in IT leadership.
• ITIL or HDI certification is a plus.
• Strong communication with technical and non-technical staff.
• Intermediate to advanced computer skills and software experience.

Responsibilities

• Supervise Helpdesk and deskside support teams daily.
• Schedule staff to ensure coverage.
• Assist personnel with incident resolution.
• Provide training on products and processes.
• Lead meetings with agents to develop professional growth plans.
• Troubleshoot and resolve escalated incidents/cases.
• Conduct monthly performance reviews for accuracy.
• Document calls and solutions in ITSM/CSM and knowledge base.
• Follow up to ensure incidents are resolved.

Skills

IT leadership

IT experience

Communication skills

Mentoring

Computer skills

Education

Associate degree or equivalent experience

Tools

ITSM/CSM platforms

Knowledge management system

Job description

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 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.

This is an on-site role and candidates must be able to commute to the corporate office in Black Mountain, NC.

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.