Summary:

　　Leads and coordinates day-to-day activities for a team supporting the help desk or marketing store support; coordinates scheduling and provides coaching and mentoring to employees in assigned team; ensures compliance with Company policies and guidelines in the absence of other Team Leads and/or Management.

　　Responsibilities:

　　Assigns daily jobs and adjusts workflow of the department based on changing call trends.

　　Ensures work is handled by the team in order of emergency to the lowest priority ticket.

　　Coordinates work requests from other departments with the flow of existing work for maximum efficiencies

　　Initiates timely communication of critical events that need to be sent to Store Support Management

　　Provides coaching and mentoring to team members for optimal performance and department efficiency. Makes recommendations on employee reviews and assists in disciplinary actions.

　　Participates in the interview process for internal/external candidates.

　　Attends department meetings and communicates appropriate information to the team.

　　Cultivates relationships with internal departments to ensure support needs are met.

　　Assists with the overall department schedule for store support employees.

　　Resolves and/or acts as a resource for complex technical issues.

　　Performs technical troubleshooting for all devices on the store network and web-based applications.

　　Uses remote tools and cloud technology to provide technical support.

　　Identifies and corrects potential issues before a location is aware of the problem.

　　Determines the best course of action to improve performance and efficiency of store systems, equipment and applications.

　　Reads, interprets and follows procedures described in the internal knowledge base and suggests new articles as needed.

　　Attends training classes, internal and external, as required to stay current with new troubleshooting procedures and technology.

　　Completes departmental reporting as needed.

　　Completes other duties, including special projects, as assigned by Management.

　　Education Requirements:

　　Bachelor’s degree in computer Networking or 4 years of related experienceExperience Requirements:

　　Prior help desk experience preferred.

　　See Grade Level Distinctions

　　Skill Requirements:

　　Demonstrates expertise with connecting to various devices using remote software and hardware tools.

　　Well organized with the ability to work under pressure and meet tight deadlines.

　　Positive, professional attitude and adaptive to change

　　Capable of working in a fast-paced environment

　　Demonstrated expertise with Word, Excel, and other MS Office suite applications

　　Ability to work with little to no supervision

　　Excellent verbal communication skills and the ability to explain technical information in layman’s terms

　　Excellent understanding of intra-department functions and operations

　　Ability to perform repeated bending, standing and reaching

　　Ability to occasionally lift up to 40 pounds

　　Additional Responsibilities:

　　On call 24 hours per day/7 days per week for emergencies

　　May be required to travel occasionally

　　This job description is intended to describe the general nature and level of the work being performed by the individuals assigned to this job. This is not an exhaustive list of all duties and responsibilities. Management reserves the right to amend and change the duties and responsibilities of this job to meet business and organizational needs as necessary

　　EEO Statement

　　Speedway is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.

　　In Compliance with the Americans with Disabilities Act and other applicable laws, we offer reasonable accommodation in the employment process. If you are unable to complete the application process due to a disability, please contact 1-888-225-5735, option 4.

　　Speedway is a gasoline-convenience store company with over 4,000 stores from coast to coast. At Speedway, we are proud of our success at meeting the fueling and convenience needs of over two million customers every day, and proud of the reputation of our good name within the communities we serve. Speedway is home to Speedy Rewards, the best rewards program in the business! Join us for lunch at a Speedy Café, a fast-casual dining option at a growing number of Speedway locations. Speedway is the nation's second largest company-owned and -operated convenience store chain and maintains its headquarters in Enon, Ohio, located near Dayton. At Speedway, we are proud of our long-term commitment to meeting the fueling and convenience needs of over 2.4 million customers who shop our stores on a daily basis.