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Overview

Summary:

Lead and oversee L1 & L2 Service Desk operations, partnering with vendor to succeed customer satisfaction and ensure Critical Performance Indicators attained.

Responsibilities:

  • Respond to telephone, email, and online requests for technical support.
  • Provide high level of customer service and quick resolution times
  • Follow-up directly customers
  • Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority, and nature.
  • Identify, research, and resolve technical problems of moderate complexity.
  • Provides support to end users for computer, application, system, device, access, and hardware issues.
  • Document, track, and monitor technical issues using applicable systems and tools.
  • Utilize Service Desk software to keep track of help tickets, resolution and working times.
  • May coordinate with other teams or departments to resolve user problems.
  • May supervise the work of others
  • Responsible for training new staff members on knowledge base, policy and procedures, and other standard operation procedures (SOPs)
  • Escalate unresolved issues to the next level of support personnel
  • Create alternative methods of completing tasks, correcting user errors and system inconsistencies to improve the desktop team function.
  • Document procedures, standards, best practices configurations, settings, installation sequences and back-out instructions.
  • Provide feedback on processes and make recommendations on areas to improve
  • Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
  • Provide guidance and support and keep information on company IT products and services
  • Assist in support of all business-related Information Technology systems
  • Reinforce SLAs to manage end-user expectations
  • Communicates potential or current customers satisfaction issues to program manager and business
  • Communicates high criticality issues to program manager and business
  • Notifies management of emerging trends
  • Prepares and presents dashboards and reporting on operational efficiency

Qualifications:

  • Bachelor’s degree in computer related field or equivalent training preferred.
  • 5 to 7 years’ support experience required.
  • ITIL certified
  • CompTIA A+ (Preferred)
  • Advance knowledge of computer software, such as configuration management software, desktop communications software, operating system software and internet directory services software.
  • Proficient with Windows 10 OS, Mac & Mobile (iOS & Android).
  • Ability to work independently and manage one’s time.
  • Ability to lead and supervise
  • Excellent verbal and written communication skills
  • Proven analytical and problem-solving skills
  • Exceptional Customer Service orientation and patience
  • Strong organizational and documentation skills
  • Ability to effectively prioritize and execute tasks in a high-pressure environment to produce desired results
  • Proven results for Continuous process improvement.

Examples include:

  • Reduce the # of calls associated with Top 10 Incident types
  • Eliminate reoccurring and repeat incidents
  • Reduce avoidable and unnecessary support costs
  • Expand Self-Service capabilities
  • Improve handling time of incidents

How to Apply

Click the Apply Now button and follow the instructions on each page. When you have completed the application, click the submit button.

Pay, Benefits & Work Schedule

ODP offers competitive salaries, a benefits package, which includes a 401(k) and more, along with plenty of opportunity to move and grow within our organization! For immediate consideration for this exciting position, please click the Apply Now button.

Equal Employment Opportunity

ODP is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, lactation and related medical conditions), gender (including gender identity and expression), ancestry, national origin, citizenship status, marital status (including registered domestic partnership status), age, physical or mental disability, medical condition, genetic information, military and veteran status, sexual orientation or any other characteristic protected by federal, state or local law.

We will consider for employment qualified applicants with arrest and conviction records.

Read More Read Less

At Office Depot, we offer our benefits around the 5 facets of Total Well-Being: Physical, Emotional, Work-Life, Financial, and Community. Here’s a look into what we offer:

Physical:

  • Health Insurance
  • Wellness Fairs
  • Flu shots
  • Fitness & Nutrition Programs
  • Ergonomic Support
  • Return-to-Work Programs

Emotional:

  • Mental Health Benefits
  • Support Programs

Work-Life:

  • Location Events & Activities
  • Onboarding Plan & 'Buddy'
  • Recognition & Rewards Programs
  • Flexible Work Schedules
  • Paid Holidays (as applicable by business unit)
  • Paid Time Off

Financial:

  • Retirement Programs
  • 401(k) Match
  • FSA/HSA Pre-Tax Benefits
  • HSA Match
  • HRA Funding
  • Discounts/Perks
  • Life/Disability Plans

Community:

  • Charitable Giving
  • Volunteering & Mentorship

At Office Depot, we offer our benefits around the 5 facets of Total Well-Being: Physical, Emotional, Work-Life, Financial, and Community. Here’s a look into what we offer:

Emotional:

  • Employee Assistance Programs

Community:

  • Associate Resource Groups focused on Diversity and Inclusion

As the working world continues to evolve, so are we. Shifting from an office supplies retailer to a business services platform is not a simple task, nor is it one we take lightly. It requires the diverse talents and contributions from each and every associate – all driven by our 5C culture of Customer, Commitment, Change, Caring and Creativity. We’re working together to make a difference, challenge the status quo, and be the trusted experts that help our customers manage their businesses. We’ve got 40,000+ associates to date – and we’re always looking to add great talent to our team. The once-in-a-lifetime opportunity to help transform our company to fuel the businesses and communities around us is knocking. Start your #LifeAtDepot and discover how you can be a part of the transformation.

  • Description

    Overview

    Summary:

    Lead and oversee L1 & L2 Service Desk operations, partnering with vendor to succeed customer satisfaction and ensure Critical Performance Indicators attained.

    Responsibilities:

    • Respond to telephone, email, and online requests for technical support.
    • Provide high level of customer service and quick resolution times
    • Follow-up directly customers
    • Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority, and nature.
    • Identify, research, and resolve technical problems of moderate complexity.
    • Provides support to end users for computer, application, system, device, access, and hardware issues.
    • Document, track, and monitor technical issues using applicable systems and tools.
    • Utilize Service Desk software to keep track of help tickets, resolution and working times.
    • May coordinate with other teams or departments to resolve user problems.
    • May supervise the work of others
    • Responsible for training new staff members on knowledge base, policy and procedures, and other standard operation procedures (SOPs)
    • Escalate unresolved issues to the next level of support personnel
    • Create alternative methods of completing tasks, correcting user errors and system inconsistencies to improve the desktop team function.
    • Document procedures, standards, best practices configurations, settings, installation sequences and back-out instructions.
    • Provide feedback on processes and make recommendations on areas to improve
    • Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
    • Provide guidance and support and keep information on company IT products and services
    • Assist in support of all business-related Information Technology systems
    • Reinforce SLAs to manage end-user expectations
    • Communicates potential or current customers satisfaction issues to program manager and business
    • Communicates high criticality issues to program manager and business
    • Notifies management of emerging trends
    • Prepares and presents dashboards and reporting on operational efficiency

    Qualifications:

    • Bachelor’s degree in computer related field or equivalent training preferred.
    • 5 to 7 years’ support experience required.
    • ITIL certified
    • CompTIA A+ (Preferred)
    • Advance knowledge of computer software, such as configuration management software, desktop communications software, operating system software and internet directory services software.
    • Proficient with Windows 10 OS, Mac & Mobile (iOS & Android).
    • Ability to work independently and manage one’s time.
    • Ability to lead and supervise
    • Excellent verbal and written communication skills
    • Proven analytical and problem-solving skills
    • Exceptional Customer Service orientation and patience
    • Strong organizational and documentation skills
    • Ability to effectively prioritize and execute tasks in a high-pressure environment to produce desired results
    • Proven results for Continuous process improvement.

    Examples include:

    • Reduce the # of calls associated with Top 10 Incident types
    • Eliminate reoccurring and repeat incidents
    • Reduce avoidable and unnecessary support costs
    • Expand Self-Service capabilities
    • Improve handling time of incidents

    How to Apply

    Click the Apply Now button and follow the instructions on each page. When you have completed the application, click the submit button.

    Pay, Benefits & Work Schedule

    ODP offers competitive salaries, a benefits package, which includes a 401(k) and more, along with plenty of opportunity to move and grow within our organization! For immediate consideration for this exciting position, please click the Apply Now button.

    Equal Employment Opportunity

    ODP is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, lactation and related medical conditions), gender (including gender identity and expression), ancestry, national origin, citizenship status, marital status (including registered domestic partnership status), age, physical or mental disability, medical condition, genetic information, military and veteran status, sexual orientation or any other characteristic protected by federal, state or local law.

    We will consider for employment qualified applicants with arrest and conviction records.

    Read More Read Less

  • Benefits

    At Office Depot, we offer our benefits around the 5 facets of Total Well-Being: Physical, Emotional, Work-Life, Financial, and Community. Here’s a look into what we offer:

    Physical:

    • Health Insurance
    • Wellness Fairs
    • Flu shots
    • Fitness & Nutrition Programs
    • Ergonomic Support
    • Return-to-Work Programs

    Emotional:

    • Mental Health Benefits
    • Support Programs

    Work-Life:

    • Location Events & Activities
    • Onboarding Plan & 'Buddy'
    • Recognition & Rewards Programs
    • Flexible Work Schedules
    • Paid Holidays (as applicable by business unit)
    • Paid Time Off

    Financial:

    • Retirement Programs
    • 401(k) Match
    • FSA/HSA Pre-Tax Benefits
    • HSA Match
    • HRA Funding
    • Discounts/Perks
    • Life/Disability Plans

    Community:

    • Charitable Giving
    • Volunteering & Mentorship
  • Benefits Part-Time

    At Office Depot, we offer our benefits around the 5 facets of Total Well-Being: Physical, Emotional, Work-Life, Financial, and Community. Here’s a look into what we offer:

    Emotional:

    • Employee Assistance Programs

    Community:

    • Associate Resource Groups focused on Diversity and Inclusion
  • About Us

    As the working world continues to evolve, so are we. Shifting from an office supplies retailer to a business services platform is not a simple task, nor is it one we take lightly. It requires the diverse talents and contributions from each and every associate – all driven by our 5C culture of Customer, Commitment, Change, Caring and Creativity. We’re working together to make a difference, challenge the status quo, and be the trusted experts that help our customers manage their businesses. We’ve got 40,000+ associates to date – and we’re always looking to add great talent to our team. The once-in-a-lifetime opportunity to help transform our company to fuel the businesses and communities around us is knocking. Start your #LifeAtDepot and discover how you can be a part of the transformation.

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Career Progression

  • 2014
    MERCHANDISING INTERN
  • 2015
    CATEGORY ASSISTANT
  • 2017
    SR. ASSOCIATE MERCHANT
  • 2020
    DIVISIONAL MERCHANDISING DIRECTOR

Associate Spotlight

Carlos Q
 

Carlos Quiros

Lead Functional Analyst, PMO

"I began my career as an intern in Property Accounting at Office Depot 12 years ago. Office Depot helped me leverage my academic background in Finance, leading me to tenures in General Accounting, Accounts Receivable, Financial Planning & Analysis. I was able to then pivot my career to the IT PMO, and more recently the EPMO. As a Lead Functional Analyst, I work to improve the financial visibility of projects to Project Managers and Leaders across the enterprise as well as to enable better decision making. I look forward to growing with Office Depot and contributing to a winning environment!"

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