Retail POS Help Desk Manager

Job Summary

Responsible for the overall support of store systems including the transmission of data to and from store locations.  The primary support focus is the store user community, but secondary will be the support of headquarters production issues regarding store data.

 Essential Functions

1.  Lead multi-tiered Help Desk operating from two geographic locations in the store systems support of all company owned and franchise locations.

2.  Ensure daily transmission of data to and from store systems.

3.  Research and analyze call and issue data to better operate and manage the Help Desk in the most supportive and efficient manner possible.

4.  Direct POS Help Desk Supervisors in the day-to-day operations of the POS Help Desk staff to ensure top quality support to the user community.

5.  Ensure proper staffing and scheduling of the POS Help Desk team.

6.  Coordinate necessary training, solutions documentation, SOP, etc. for Help Desk operations.

7.  Coordination of POS Help Desk support for software distribution, system rollouts, new store installs, etc.

8.  Maintain consistent communication with the POS Applications Manager, Store Systems Hardware Manager and Business Systems Analyst for Stores, including the coordination of joint projects.

9.  Maintain regular communication with the Store Operations team keeping them abreast of any global issues or severe store issues.

10.  Share POS Help Desk Tier 3 support duties with POS Help Desk Supervisors and POS Applications team.

11.  Vendor communications as needed for escalation of issues.

12.  Overall Management of all day-to-day POS Help Desk activities and staff.

13.  Will serve as back up for Director of Store Systems as required.

 Qualifications

1.  Minimum 5 years Multi-Tier Help Desk Supervisor/Management experience.

2.  Minimum 3 years retail experience.

3.  Experience managing a staff from multiple geographical locations preferred.

4.  Must possess a proven technical background.

5.  Working experience with Windows NT/2000/XP.

6.  Proficient in MS Office, MS Project and pcAnywhere.

7.  Graduate and/or Undergraduate studies in Information Technology/Systems preferred.

8.  Excellent verbal and written skills are a must.

9.  Point-of-Sale experience is preferred.

10.  Must be flexible and available to provide off-hours support.

11.  Must be available to travel to second Help Desk location.