Headquartered in La Plata, Maryland, The Wills Group has nearly 300 retail locations across the Mid-Atlantic region, including Dash In, Splash In ECO Car Wash, and SMO Motor Fuels. A family-owned company since 1926 with expertise in convenience retailing, fuels marketing, and commercial real estate, The Wills Group prides itself on keeping customers', employees' and communities’ Lives in Motion. For more information about The Wills Group, visit willsgroup.com.
This position provides technical support and services to The Wills Group and all other business units by responding to requests for assistance from users, franchisees and customers. Primarily responsible for managing the service desk queues and insuring that we are meeting SLAs and providing an exception customer experience. Troubleshoots hardware, software, network problems, manages MSPs and vendors, and works with outside vendors to resolve issues internally and at retail sites and dealer network. Provides training for employees with new hardware, software, and other devices such as smartphones. Manages user IT assets by keeping inventory of equipment and installing, upgrading and replacing equipment for the company.
This position will manage the service desk through our managed service providers and manage all escalations for all corporate users and retail sites. They will also be responsible for the proper onboarding of new employee, offboarding terminated users, end user training, and IT related communications out to the organization.
Monitor and process help desk requests received from all locations. Assist users with any problems encountered with hardware and software. Coordinate with vendors on the resolution of advanced issues as needed. Communicates status of help desk tickets on a constant basis to supervisor and business users.
Maintain documentation of all tasks performed and update documentation as required.
1. Support Services Management
2. System Installations
3. Timely Support
5. Hardware and Software Support
6. Manage vendor relationships
7. Other duties as assigned by the I&T Manager appropriate for the technical level of the position.