Job Description

Summary

The Service Desk Manager is responsible for overseeing and improving the operation of the IT/Store Systems Service Desk. This includes management of all Service Desk Teammates, issue trending analysis, and planning and management of strategic projects designed for the continued improvement of Service Desk efficiency and effectiveness. Determines/implements Service Desk policies and procedures. Requires Knowledge of Buckle Point-of-Sale (POS), Network, Intranet and Back Office systems. Will work with both technical and non- technical personnel of all levels, both within and outside the company, in the performance of his/her duties.

Essential Duties and Responsibilities

This description intends to describe the general nature and level of work performed by Teammates assigned to this job. It is not intended to include all duties, responsibilities and qualifications. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Creates schedules for Store Systems Service Desk.
• Regularly audits tickets completed by the Service Desk to ensure corrective actions were handled in a correct and efficient manner.
• Generate and analyze reports to identify trends in performance of systems as well as Teammates and initiate corrective action where required.
• Requires knowledge of software and hardware supported by the Service Desk.
• Ensure the determination, documentation and implementation of all Service Desk policies and procedures.
• Plan and manage projects to improve overall performance of the Service Desk.
• Assist with annual budget.
• Fulfill mission statement by performing job duties with a high level of Guest service while contributing to a positive team spirit.
• Special projects and other duties as assigned.

Supervisory Responsibilities

This job has supervisory responsibilities of IT/Store Systems Service Desk Team. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include hiring, and training Teammates; planning, assigning, and directing work; appraising performance; rewarding and disciplining Teammates; addressing complaints and resolving problems.

Education and/or Experience

Bachelor's degree from a four year college or university; or five to seven years related experience and/or training; or equivalent combination of education and experience. Industry certifications such as ITSM, ITIL, HDI, A+, Apple or MCP desired.

Physical Demands

The physical demands described here are representative of those that must be met by a Teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the Teammate is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The Teammate is occasionally required to stand; walk; reach with hands and arms and stoop, kneel, crouch, or crawl. The Teammate must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. May require sitting in front of a computer for 8 hours a day.

Work Environment

While performing the duties of this job, the Teammate regularly works in an office setting. The noise level in the work environment is usually moderate.

Equal Employment Opportunity

Buckle is committed to hiring and developing the most qualified Teammates from the available workforce in the communities we serve.

Equal employment opportunity has been, and will continue to be, a fundamental principle at Buckle, where employment is based upon personal capabilities and qualifications without discrimination and retaliation because of veteran status, uniformed service member status, race, color, national origin or ancestry, creed, religion, sex, sexual orientation, gender identity or expression, age, pregnancy (including childbirth, lactation, and related medical conditions), national origin or ancestry, physical or mental disability, genetic information (including characteristics and testing), or any other protected characteristic as established by applicable local, state, or federal law. For state specific information, refer to the Teammate Center.

Job Tags

Similar Jobs