Information Technology
Help Desk Manager
San Diego, CA
Description:
SUMMARY
The IT Help Desk Manager leaRAB a team of 5 to 6 individuals supporting 500+ retail stores. The role has three primary areas of responsibility: maintain a high level of customer service in troubleshooting and resolving IT and operational issues in the store environment; assess the Help Desk organization to create, implement and maintain processes that meet the changing neeRAB of the stores organization; optimize Help Desk effectiveness through leadership, scheduling and cross training of the team.
ESSENTIAL DUTIES AND RESPONSIBILITIES
? Management of IT Help Desk and staff supporting 500+ retail stores.
? Support POS systems across the field organization, troubleshooting and resolving both technical and operational issues.
? Enforce PCI compliance standarRAB.
? Lead IT department operational planning and projects related to store support.
? Manage the deployment, monitoring, maintenance, development, upgrade, inventory and support of IT store systems and equipment.
? Work with IT leaders and stakeholders to define business and systems requirements for stores.
? Develop procedures for outages, issues and common problems and provide ongoing training for help desk support.
? Create and maintain training and procedural documentation for support staff utilization.
? Develop tiered level support structure.
? Create SLAs and performance metrics that support business requirements; develop and report SLA and performance analytics to store operations and IT leaders.
? Proactively monitor workload based on field business patterns, initiatives and store holiday/peak seasons adjusting staff as necessary to support business requirements.
? Collaborate with Store Operations and other departments in IT to ensure incidents and problems are addressed through business partner education, internal training/documentation and ?Root Cause Analysis?.
? Support telecommunications links between stores and central server.
? Manage and coordinate multiple service providers; develop processes for utilizing and monitoring vendor performance against SLAs, aligning invoicing against performance.
? Maintain hardware inventory for the stores organization.
? Develop preventative maintenance plans for store POS equipment.
? Partner with store operations to maintain the store portal including all IT documentation.
? Other duties as assigned.
QUALIFICATIONS
? 10-15 years experience in IT Help Desk management; retail industry POS experience preferred.
? Bachelors Degree from an accredited university or equivalent experience.
? Exceptional customer service orientation.
? Experience leading people in a team-oriented, collaborative environment.
? Innovative thinker with strong critical thinking skills.
? Excellent interpersonal skills with ability to foster strong cross functional relationships.
? Strong verbal and written communication skills.
? Ability to conduct and direct research into IT issues and products as required.
? Highly self-motivated and directed.
? Keen attention to detail.
? Proven analytical, evaluative, and problem-solving abilities.
? Ability to effectively prioritize and execute tasks in a high-pressure environment.
salary: $12 an hour