IT Support Manager: Lead Help Desk & Solutions

O'Reilly Auto Parts; Springfield (MO); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Competitive wages

Paid time off

Stock purchase plan

401k with employer contributions

Medical coverage

Dental coverage

Vision coverage

FSA option

Tuition assistance

Career growth

Job summary

O'Reilly Auto Parts in Springfield, MO seeks a Manager, IT Support to lead a help desk team in delivering timely resolution of end-user hardware and software issues. You will guide incident escalation, implement best practices, and ensure service levels align with organizational standards.

You will develop work plans, coordinate on-call rotations, and foster team growth through coaching and formal training while maintaining compliance with regulatory codes and company policies.

Qualifications

• At least 3 years experience as a Supervisor within a Help Desk.
• Communicates and delivers information both written and verbally in a clear, concise and compelling manner to others.
• Critical thinking and problem-solving skills.
• Ability to work independently and as part of a team.
• Provide after-hours operational support, including participation in an on-call rotation, as required to support IT operations.

Responsibilities

• Manage a medium-sized user support area with guidance from senior colleagues, developing a user support plan and delivering activities and solving complex issues to meet user support standards.
• Produce, update, and provide best practice support on complex documents, databases, and other departmental systems, advising colleagues as needed and using expertise to help improve processes.
• Provide fault isolation and resolution for complex challenges to limit and address issues promptly.
• Work within established knowledge management systems to deliver preset outcomes for an area of responsibility.
• Develop short- or medium-term work schedules in order to achieve planned commitments. Approve overtime or use additional resources as needed.
• Help others get the most out of data management systems by providing support and advice.
• Maintain and renew a deep knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards. Or identify, within the team, patterns of noncompliance with the organization's policies and procedures and with relevant regulatory codes and codes of conduct, taking appropriate action to report and resolve these and escalating issues as appropriate.
• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation, where relevant, to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
• Conduct research using primary data sources, and select information needed for the analysis of key themes and trends.
• Explore issues or needs, establishing potential causes and barriers, as well as related issues.
• Analyze specific problems and issues to find the best solutions. Solutions could be technical or professional in nature.
• Help others get the most out of internal communications systems by offering support and advice.
• Provide operational support services and sometimes act as first-line supervisor of a transactional operations area. Involves using existing systems and protocols.
• Help develop procedures for an area of the organization and monitor their implementation.
• Use the organization's formal development framework to identify the team's individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching to others throughout the organization in own area of expertise to enable others to improve performance and fulfill personal potential.
• Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organization's performance management systems to improve personal performance. Or manage and report on team performance; set appropriate performance objectives for direct reports or project/account team members and hold Team Members accountable for achieving them, taking appropriate corrective action where necessary to ensure the achievement of team/personal objectives.
• Contribute to the management of partnering relationships with internal clients, building effective working relationships and providing high-quality professional services to support in delivering business strategy and plans.
• Communicate the actions needed to implement the function's strategy and business plan within the team; explain the relationship to the broader organization's mission, vision, and values; motivate Team Members to commit to these and to do extraordinary things to achieve local business goals.

Skills

Supervisory experience

Help desk experience

Communication skills

Critical thinking

Problem solving

Independent worker

Education

Bachelor's Degree or Equivalent Level

Job description

O'Reilly Auto Parts in Springfield, MO seeks a Manager, IT Support to lead a help desk team in delivering timely resolution of end-user hardware and software issues. You will guide incident escalation, implement best practices, and ensure service levels align with organizational standards.

You will develop work plans, coordinate on-call rotations, and foster team growth through coaching and formal training while maintaining compliance with regulatory codes and company policies.