Manager - OSS Help Desk
Requisition ID: 25736-344523
Position Type: Full Time
Employee Type: Management
Manages the staff responsible for the maintenance and support of field technology systems/equipment for FedEx Ground (FXG) and FedEx SmartPost (FXSP).
• Management responsibilities include, but are not limited to: hiring, terminations, coaching, skills development, recognition and rewards, performance management and staff productivity. • Plans, organizes, staffs, directs and controls the day-to-day operations of the department; develops and implements policies and programs as necessary. • Provides input on the department budget; ensures compliance and addresses variances and other budget concerns. • Oversees 1st and 2nd level OSS Help Desk support of technical field systems/equipment (e.g., scanners, time clocks, cradles, chargers). • Coordinates and schedules staffing calendar for twenty-four (24) hour coverage / six (6) days a week to ensure adequate coverage on the OSS Help Desk. • Oversees the testing and updating of all pieces of equipment received at FedEx Ground Pittsburgh General Headquarters for data extraction and interpretation of data on equipment. • Collaborates with senior manager regarding inventory control process and maintenance monitoring for all field-deployed equipment. • Ensures that diagnoses, repairs, tests, and status are documented on all equipment received from field operations. • Collaborates with OSS engineers to create and maintain internal documentation and procedures for OSS Help Desk functions. • Serves as liaison with outside vendors and various departments within FXG regarding OSS Help Desk issues. • Monitors, reports on, and evaluates the overall OSS Help Desk performance and shipping and receiving of all equipment. • Coordinates training sessions with Information Technology to ensure staff is trained and knowledgeable on systems/equipment.
• Bachelor’s degree in Business, Engineering, Information Technology or related field required.
• Five (5) years experience required in engineering, project management, technology support, customer service, or related area.
Required Skills, Abilities and / or Licensure
• Software skills, including use of Microsoft Office software and web-based applications. • Verbal and written communication skills necessary to communicate with all levels of management. • Presentation skills necessary to facilitate training and/or deliver informational sessions to groups and/or individuals. • Time management and organizational skills necessary to manage multiple projects, appropriately prioritize workload, plan for resources to meet deadlines and goals, and respond to day-to-day functional needs. • Ability to anticipate and identify problems and use sound judgment and fact-based analysis to develop effective and efficient solutions. • Ability to inspire a shared vision and empower and motivate a team.% of Travel for the Position: 0%-25%
Address: 1000 FedEx Drive
City: Moon Township
Zip Code: 15108
Domicile Location: P090
FedEx Ground is an equal opportunity / affirmative action employer (Minorities/Females/Disability/Veterans) committed to a diverse workforceSearch Engine Description: Engineering