IT Lead Analyst, Support Desk

SUMMARY

In 2021 Price Chopper/Market 32 merged with Tops Markets and together became subsidiaries of Northeast Grocery, Inc., along with our back office operation, Northeast Shared Services. We operate supermarkets in New York, Connecticut, Massachusetts, Vermont, Pennsylvania and New Hampshire and are comprised of nearly 300 stores, several warehouse and distribution centers, and approximately 30,000 teammates and associates. Northeast Shared Services provides business services and support to both the Tops and Price Chopper/Market 32 operating companies.  

This role will provide leadership for all Northeast Grocery OPCO’s technology support on a 7day x 24-hour basis.  Develop standards and establish best practices for support analysts that will handle the functional requirements for maintaining technology hardware, software, and user issues in all opco’s.  The incumbent is responsible for the daily performance and operations of the Support Desk staff, records and manages ongoing incidents involving IT managed technology.  Leads and directs the work of other’s and run crisis management situations.

Also, responsible for providing timely and responsive first level technology support and work toward business improvements through analysis of problem data information relative to technology enhancements and operational practices improvements.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Provide first level support for all NGI- Opcos.
Categorize, assign severity, and document all problems.
Facilitate problem resolutions within timeline rules established for each severity type.
Provide direct management and training for the support desk to minimize the operational impact to the opcos 
Provide any required documentation to managed service support desk 
Monitor and ensure that service levels are being met or exceeded for both internal and managed service support desk.
Interface with second level support groups (Vendors/developers etc…) in problem identification and problem resolution tasks.
Review support desk processes to handle ongoing industry changes and/or system revisions that ensure continuity in meeting service level standards and procedures.  
Assist in scheduling department staff for 7x24 department coverage and oversee the daily operation of the department.
Provide on-call accessibility on a 7day/24-hour basis, for technology events that impact continuity of business in all opcos during after-hours.
Assist in strategic planning relative to support desk resource realignment, task assignments, notifications, etc. to meet urgent business needs
Act as primary Incident manager when a full crisis management event is called, and incident coordination is needed.  
Provide project leadership in the design, planning, and implementation of special application roll outs as requested.
Help to establish and maintain a team-oriented culture.  
Maintain all opco reference materials on the knowledge base.
Ensure that all problems reported are logged correctly.  This serves the evaluation process in business analysis trending that facilitates identification of application software issues, business training needs, and hardware failure incidents. 
Monitor and measure customer satisfaction in telephone response, sense of ownership, quality of solutions, friendliness and professionalism, and overall satisfaction of service.
Provide reporting regarding service level. 
Direct reporting activities that will produce measurable information relative to department performance standards and service levels of all associated support groups that interface with Opco Systems Support. 
Direct the review of support desk reports to monitor open call status to ensure that all calls are resolved and closed within established service level agreements.    
Provide leadership for the ticket system data integrity reporting, processing, and response procedures to ensure that all system errors reported from the opcos receive a prompt response from support groups. 
Provide reports to management as required.
Other duties as assigned

MINIMUM QUALIFICATIONS

Ability to lead a team as well as work independently. 

Ability to communicate effectively verbally and in writing with internal departments on issues. 

Present a customer-oriented image of professionalism and service satisfaction while adhering to company policies and procedures.

Knowledge of all company used software relating to position tasks.

Valid driver’s license and agrees to license monitoring. 

Schedule Requirements:

• Overnights may be required as a part of a scheduled shift.
• Evenings, nights, and weekend required.
• Holidays
• On Call Required

EDUCATION AND EXPERIENCE

High School Diploma or equivalent; and 7+ years of experience  

Associates Degree; and 5 years related experience

Bachelor Degree; and 3 years related experience

At least three years of related experience.
 

PHYSICAL REQUIREMENTS

OTHER PHYSICAL REQUIREMENTS

EQUIPMENT USED

Production and multi-function application and monitoring tools.

Application Tools provided for call center and NOC work.

General office computer equipment.