Helpdesk is not looked highly upon by other departments and constantly belittled to the point of making doing the job more difficult/hassling than it should be. Considering the department is at the epicenter of keeping every one of the 600+ stores in the US and Canada operating properly and constantly having to play middleman between other departments that complain about having to do their jobs it is an uphill battle getting anything done. Most of the newer supervisors/managers are good while most of the "veterans" pay little attention to most issues as they have been beaten down by red tape and "wrist slapping". Instead of trying to head off issues or deal with problems before they happen most will let things go until it becomes a real issue rather than "ripple the waters" or cause "difficulty" with other departments because nobody especially upper echelon employees take helpdesk seriously. The department head seems to be very active in the Pilot "family" and tries to run the department well but only so much can be done when most other departments think so little of it.
Side note - unless you are planning long term customer service/helpdesk position don't plan on staying for longer than a couple of years as you will be permanently labeled in the field both within the company as well as applying for other jobs.
Despite what is said jobs that become available within other departments are difficult to get and despite good resumes will usually be given to outside people.
