help desk supervisor

Job’s purpose

We are seeking a dynamic and experienced Help Desk Supervisor to join our team. As Help Desk Supervisor you will be responsible for managing diverse teams of both internal and external resources, providing support to our own and franchise stores across Greece. The successful candidate will play a crucial role in ensuring efficient and effective resolution of technical issues, maintaining excellent customer service standards, and fostering a collaborative working environment.

 What you will focus on

• Oversees the day-to-day operations of the Help Desk team, distributing work staff assignments and schedules as well as ensuring optimal performance

• Manage and prioritize incoming support requests, in collaboration with IT internal teams and external vendors, ensuring timely resolution of issues.

• Develop strategic plans for upgrades, replacements, and extended support options while minimizing disruptions to business operations.

• Monitor the resolution of technical issues related to POS systems, windows platforms, Office 365, store back office software and other internally developed applications.

• Identify opportunities to improve help desk workflows by implementing automation tools and best practices to streamline ticket resolution times.

• Manage business-user workplace technology rollouts, including onboarding, training, equipment deployment and communications.

• Analyze data and customer feedback to identify areas for improvement, implement corrective actions and enhance help desk operations efficiency.

• Generate regular reports on help desk performance, including ticket resolution times, customer satisfaction, and team productivity.

Who we are looking for

• Bachelor’s degree in Information Technology, Business Management, or a related field.

• Proven experience in a help desk or technical support role, vendor management, with at least 2 years in a supervisory or managerial position.

• Thorough knowledge of Service Desk operations, including IT best practices, industry trends, and customer service.

• Knowledge of ITIL frameworks, especially Incident, Problem, and Change Management.

• Familiarity with Windows and Linux environments.

• Network troubleshooting skills for connectivity and remote access issues.

• Hands-on experience with a wide variety of computer software, hardware, and peripherals, including Microsoft 365.

• Solid understanding of SLA’s and KPI’s

 Your value

• Leading others | Ensure team’s smooth functioning through proper delegation & team motivation, guide team members and provide constructive feedback

• Authentic Communication | Deliver messages in a clear, compelling and concise manner to a variety of stakeholders 

• Collaboration | Collaborate effectively, relate positively with others and value team’s ideas  

• Passion for the Customer | Focus on in depth customer needs’ understanding & excel at retail 

• Problem Solving | Be highly responsive in a fast-paced environment to provide solutions

We care for you

• Hybrid way of Working

• Free lunch break in our restaurant

• Free parking

• Lifelong learning and development

• Wellbeing Program

A place where everyone belongs

 We strive to be a better place to work where our people reflect the markets we serve, where their voices are heard and valued, they find purpose in their work, and can grow and contribute to their fullest. We are an equal opportunity employer, and all applicants/employees will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability status, or any other characteristic protected by law.

Certified by Diversity Charter Greece and SHARE Equality Label 

AB is recognized as a Top Employer 2024 in Greece. 

Top Employer Institute: Certified Excellence in Employee Conditions 

We Give Our Best to Make a Difference in People’s Lives    

#EdoToKaloEinaiGiaOlous #proudABers

Start your retail journey and live our values of care, teamwork, humor, integrity and courage.

*All applications are treated with utmost confidentiality