Overview of the Company
United Wheels Inc. (“UWI”) is an international, privately held business, with affiliated companies and operations in Asia, the Americas and around the world. UWI is a world leader in the design, manufacture and international distribution of bicycles, e-bikes, and rideable toys, manufacturing more than 6 million bicycles and e-Bikes each year. In additional to cycling, UWI is at the forefront of materials science though Allite Inc. and its affiliated companies, which utilizes its proprietary magnesium alloys across numerous industries (e.g., sporting goods, robotics, electronics, aerospace, etc.).
UWI owns and operates several bicycle-related subsidiaries. These subsidiaries include:
- Huffy Corp. (https://www.huffybikes.com/), the iconic bicycling company based in Dayton, Ohio, with more than 125+ years of bicycling history.
- Buzz Bicycles (https//.buzzbicycles.com)
- Batch Outdoors Inc. (https://www.batchbicycles.com/)
- Niner Brands International Inc. (https://ninerbikes.com/)
- VAAST Bicycles, (a division of Allite Inc.) (https://www.vaastbikes.com/)
Summary
The Service Desk Lead is responsible for overseeing the Service Desk function and ensuring end users receive exceptional support. Key responsibilities include managing the intake, prioritization, documentation, and resolution of help requests while escalating incidents as needed to uphold SLA commitments. This role requires leveraging diagnostic tools and help request tracking systems, as well as providing in-person, hands-on support at the desktop level to resolve issues efficiently.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Develop and reinforce Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
- Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
- Prioritize incidents and service requests according to defined processes to meet defined SLAs
- Escalate incidents with accurate documentation to suitable IT team when required
- Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
- Identify and learn appropriate software and hardware used and supported by the organization
- Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined
- Deploy pre-packaged software using distribution tools and processes as requested by end users
- Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
- Train, coach and mentor Service Desk Technicians and other junior staff.
- Engage in Change Control meetings as required
Education and/or Experience
- Formal Education & Certification
- College degree in the field of computer science and/or equivalent work experience
- Relevant technical certifications are a bonus
Knowledge & Experience
- Knowledge of basic computer/printer hardware such as Mac and Lenovo
- Experience with desktop and server operating systems, included but not limited to Windows 10/11, Mac OS, Windows server 2016/2022
- Extensive application support experience to include O365, MS Teams, MS office suite, Windows Active Directory, Azure as well as SharePoint.
- Working knowledge of a range of diagnostic utilities: service desk (Zendesk, Connectwise), RMM ( Ninja, Go Anywhere), MDM (Intune).
- Beneficial skills but not required: exposure to JD Edwards E1, LastPass, Veeam, Kandji and MFA application (Duo, MS Authenticator, Yubikey)
- Familiarity with the fundamental principles of ITIL Service Management
- Exceptional written and oral communication skills
- Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning.
- Strong documentation skills
- Experience supporting global offices a huge plus!
Personal Attributes
- Ability to conduct research into a wide range of computing issues as required
- Ability to absorb and retain information quickly
- Ability to present ideas in user-friendly manner and language
- Highly self-motivated and directed
- Keen attention to detail
- Proven analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks
- Exceptional customer service orientation
- Experience working in a team-oriented, collaborative environment
Competencies
- Customer Focus - Aims to satisfy all customers while maintaining effective relationships, both internal and external. Maximizes those relationships to improve personal, department, and organizational performance. Holds co-workers and customers to a similar standard.
- Energy - Have a tremendous amount of energy and passion for our people, products, and brands. Approaches each date willing to take on the day’s challenges. Operating at their individual peak performance without encouragement.
- Edge - Have a competitive edge and an overwhelming desire to win. Hates losing and will give 100% commitment to achieving or exceeding their plan. Willing to make difficult decisions, when called upon.
- Execution - Action and performance oriented and are focused on attaining results. A team player who is reliable and follows through on tasks to completion. Attention to details.
- Increases Company Value - Strives to increase sales, reduce costs, improve efficiency, and maximize profits to increase the value of the Company.
- Innovative / Continuous Improvement - Committed to improving processes, products, services, and a willingness to embrace change for the benefit of our team, department, organization, and shareholders.
- Integrity - The quality of being honest and having strong moral principles; moral uprightness. Elevating challenges in order to collaborate with co-workers, SLT, ELT, and the Board.
Language Skills
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Mathematical Skills
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Reasoning Ability
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
Computer Skills
Microsoft Office experience with Strong PowerPoint, Word and Excel experience. Microsoft Outlook.
Certificates, Licenses, Registrations
None Required.
