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IT
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219582 Requisition #

POSITION SUMMARY:

The Help Desk Supervisor is responsible for leading a team within the AEO Technology Support Center that provides procedural and level 1 support to corporate and store level associates of AEO Technology. Monitors AEO systems for exceptions and resolves or escalates these exceptions to the appropriate level 2 or 3 teams.  

 

RESPONSIBILITIES:

  • Support analysts that are proving 1st level support for corporate and store associates
  • Follow established processes for the control, escalation, tracking and follow-up of any reported issues
  • Provides leadership and direction while maintaining team morale
  • Drives team to deliver an excellent customer service experience to the end-user
  • Sets specific customer service standards
  • Contribute to improving customer support by actively responding to queries and handling complaints
  • Collaborates with other technology teams, business partners, and peers to build rapport
  • Provide coaching and development to direct reports; manage employee relations issues
  • Review phone calls for quality and professionalism
  • Ensures team is adhering to established processes and procedures
  • Deliver monthly one-on-one reviews to employees
  • Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
  • Enforce Help Desk service level agreements to establish incident resolution expectations and time frames
  • Collaborate with peers to track and analyze trends in Help Desk requests and generate statistical reports
  • Use historical call data to create and maintain appropriate staffing levels
  • Help develop, maintain, and evolve Help Desk analyst onboarding
  • Participates in staff interviews, hiring’s, and terminations

 

QUALIFICATIONS:

American Eagle Outfitters is an Equal Opportunity Employer


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