WHO WE ARE:
People trust that we know their needs and that we are focused on innovations that will allow them to enhance their relationships. We have a competitive mindset and „play to win“ with our retailers and consumers. We work with courage and conviction, always seeking to adapt and learn.

WE ARE LOOKING FOR:
The Retail Technology Service Desk (RTSD) resides within the Information Technology (IT) organization and provides technical support for a portfolio of technology deployed to serve 1,500 Company specialty channel of stores. The portfolio includes technology, such as point-of-sale hardware and software, merchandise management software, mobile technology and managed network services.

The RTSD manager’s primary responsibility is to manage all resources (e.g. people, tools, processes, budget) to ensure that technology is not distracting store associates, but rather enabling sales through great customer service.

WHO YOU ARE:
Our ideal candidate is passionate about all aspects of retail technology and can work in a dynamic, fast-pace environment. He/She must be an effective communicator, analytical problem solver and customer-focused. He/She must consistently demonstrate strong judgment, navigate through ambiguous and stressful situations with transparency and professionalism, build and maintain strong relationships and enjoy developing people to reach their full potential.

WHAT YOU WILL DO:
The major areas of responsibility/accountability for this position are to:

  • Provide leadership to the Service Desk by developing clear objectives that promote serviceability, quality, and productivity while aligning with the goals of the department and division
  • Promote a culture that is customer focused, which includes developing programs that identify improvement areas and reward great service
  • Recruit and develop top talent for advanced opportunities within the Service Desk and throughout the organization
  • Collaborate with internal and external technology partners to influence Service Level Agreements (SLAs) that are in the best interest of the Service Desk and Retail
  • Provide leadership insight on resource needs for new programs and subsequent impact to serviceability and budget
  • Partner with the Retail Technology Director to develop and manage budget plans and update as needed
  • Serve as an escalation point for matters requiring managerial engagement
  • Lead and leverage the use of industry Service Desk tools (i.e. ServiceNow, InContact, etc.)
  • Lead and leverage the use of best practice processes (i.e. Knowledge Centered Support (KCS), IT Infrastructure Library (ITIL), IT Service Management (ITSM), etc.) to provide efficient and effective support and operational excellence
  • Lead and leverage the use of automation and continuous improvements to streamline processes, increase productivity and improve efficiencies within the Service Desk

BASIC QUALIFICATIONS
The following is required to be considered for this role:

  • Bachelor’s degree or 4+ years of professional work experience
  • Minimum of 8 years‘ experience of Customer Support or Information Technology (IT) experience

PREFERRED QUALIFICATIONS

  • Prior experience in Retail Technology and/or managing a Service Desk
  • A proven record of strong customer focus – dedicated to meeting the expectations and requirements of internal and external customers
  • Demonstrated ability to attract and develop top talent – relishes developing talent for opportunities within and beyond the department
  • Demonstrated ability to build and lead effective teams – able to create strong morale within a team and lead them to successful results
  • Strong communication skills – both verbal and written
  • High degree of personal leadership, accountability and learning agility
  • Strong leadership presence, composure and ability to handle stressful and sensitive situations
  • Comfortable with ambiguity and change
  • Proactive self-starter who has strong problem-solving analytical skills with great attention to detail and applied understanding of ITIL, ITSM, Agile, KCS and DevOps principles