Help Desk Team Lead (Weekend Shift)

PepsiCo is a world leader in convenient foods and beverages, with 2005 revenues of more than $32 billion and more than 157,000 employees.

The company consists of Frito-Lay North America, PepsiCo Beverages North America, PepsiCo International and Quaker Foods North America. PepsiCo brands are available in nearly 200 countries and territories and generate sales at the retail level of about $85 billion.

PepsiCo offers product choices to meet a broad variety of needs and preference -- from fun-for-you items to product choices that contribute to healthier lifestyles.

PepsiCo's mission is "To be the world's premier consumer products company focused on convenient foods and beverages. We seek to produce healthy financial rewards to investors as we provide opportunities for growth and enrichment to our employees, our business partners and the communities in which we operate. And in everything we do, we strive for honesty, fairness and integrity."

Exempt Level 6 - No Relocation Available.
As the lead for the Weekend Help Desk Team, you will ensure that all tools, application upgrades, access, training and support requirements are provided to 120 help desk analysts, with a heavier concentration for the 11+ Frito-Lay Business Application team members.
This role requires technical and analytical skills to work across the Frito-Lay division and technology stacks (ie, network, security, midrange, mainframe, OS and EAI). Critical partnering with all PBSG Frito-Lay Applications teams will be required. Participation in root cause analysis with Enterprise Production Stability (EPS) and Sev1 Availability Management processes will be required.

Identify top call volume drivers, appropriate owners and drive continuous process improvement efforts to implement solutions and reduce calls and customer impact. This role is responsible for day-to-day leadership including coaching, scheduling and leading Weekend Frito Bus Apps Help Desk Team. Heavy involvement is expected in planned productivity and process improvement projects.

Technical school or 2-year associate degree required with equivalent experience; bachelor degree preferred.
1-3 years help desk or technical support experience
Must have knowledge of current technologies and strong analytical skills
Experience supporting desktop operating systems including Windows NT, Windows XP, OS2
Experience and knowledge in working with the MS Outlook / Exchange server, password reset, authentication, remote access/VPN
Working knowledge of PC Hardware configurations and troubleshooting.
Working knowledge of LAN/WAN technology including SVA and Remote Access
ITIL and/or CMMI certifications preferred
Strong oral and written communication skills essential.; presentations to a variety of audiences up to Sr VP level
Outstanding Customer Service skills and resourcefulness a must