END USER SUPPORT SUPERVISOR Job Listing at Dollar General in Goodlettsville, TN (Job ID 2025-340149)

Description

Company Overview:

Dollar General Corporation has been delivering value to shoppers for more than 80 years. Dollar General helps shoppers Save time. Save money. Every day.® by offering products that are frequently used and replenished, such as food, snacks, health and beauty aids, cleaning supplies, basic apparel, housewares and seasonal items at everyday low prices in convenient neighborhood locations. Dollar General operates more than 18,000 stores in 47 states, and we're still growing. Learn more about Dollar General at www.dollargeneral.com.

GENERAL SUMMARY:

Manage people, processes, knowledge, and relationships within End User Support structure, primarily for EOPS Service Desk (SD) and ERC Tier 2 (T2).  Advise on all aspects of hiring, training, certification, ongoing support of agents.  Serve as technical SME, maintain SOPs, and provide Level 3 support.  Maintain all end user team knowledge, including web development and database administration.  Manage relationships between third party vendors, end user support team, and departments at DG SSC.

DUTIES and ESSENTIAL JOB FUNCTIONS:

• People Management including recruitment, hiring and training of new staff. Monitor and goal setting of agents and teams. Delegation of work to agents and managers. Monitor and assist staff with work progress on Tier 2 level (Support Specialist) for EOPS SD and Tier 3 level (Programmer/Analyst) for ERC T2. Respond to agent and departmental level feedback
• Process Management including SME for all hardware, software, tools, and service vendors. Maintain technology labs. Handle account requests. Develop and maintain process, systems, and controls. Facilitate report preparation and review to measure productivity and set goals. Accept responsibility on behalf of end user support team for meeting EOPS Service Desk and ERC Level 2 productivity and performance goals
• Knowledge Management of technical content using third party and in house knowledge bases. Total support of in house knowledge base including content, code, and database administration.
• Relationship Management with agents, front line managers, and operational leaders within end user support structure. Represent end user support team and develop successful working relationships with teams at DG SSC and service vendors
• Provides on-call, after hours support for EOPS Service Desk and ERC

KNOWLEDGE and SKILLS:

• Excellent technical writing and communication skills

• Excellent training skills including curriculum development, presentation, written and verbal assessments

• Ability to perform remote troubleshooting and issue resolution

• Technical skills to maintain MS Access and SQL DB and in house web based KB written in ASP.NET and VB

• Ability to develop and maintain Microsoft batch file programs. Ability to interpret Linux BASH shell scripts

• Ability to support operating systems and applications for Microsoft Windows and Linux operating systems

• Ability to support wired and wireless networking using the TCIP/IP model

   

WORK EXPERIENCE and/or EDUCATION:

• Bachelor's Degree (STEM preferred).
• Minimum of 5 years of experience in call center environment and desktop support experience. Minimum of 5 years of experience leading teams.
• Minimum 5 years analyst experience supporting desktop computers, printers, broadband and VSAT networking with Wi-Fi, mobile device, and POS operations.
• Minimum of 3 years knowledge management including web development and database administration.