Help Desk Manager
: Job Details :

DescriptionThe OpportunityThe Help Desk Manager is responsible for the oversight and resolution of all Help Desk incidents generated from clients as well as internal teams. The Manager oversees a team of analysts and ensures the team has the proper staffing, tools, resources, and knowledge to troubleshoot reported issues and bring them to resolution. This leader must be root-cause oriented and obsessed with metrics, using data to drive our day-to-day direction and decisions.Our Help Desk is a 24/7/365 operation, so the Help Desk Manager must be able to work weekends and holidays. The regular schedule for this role is 5 days a week – Monday to Friday – from 9am to 6pm.The CompanyWe are a small team with a big vision: to be the premier provider of cloud technology solutions for retailers. KWI offers a complete, unified commerce solution from a single database, specifically designed to help specialty retailers grow their business. Our portfolio of customers includes Pandora, David Yurman, Tom Ford and many other globally recognizable brands.We combine Point of Sale, Merchandising, e-Commerce, CRM, and Loss Prevention into one cloud-based platform. We are a Values and Mission driven organization, and we believe that if we develop and demonstrate leadership in our strategy, operations, and people, we will continue to drive product innovation and service excellence.As a Help Desk Manager, you excel at the below core competenciesBuilding strong identity teams that apply their diverse skills and perspectives to achieve common goalsProviding direction, delegating, and removing obstacles to get work doneLeads by example; models the standard; expects more of self than othersAnticipating and adopting innovations in business-building digital and technology applicationsThe impact you'll makeProvide leadership and guidance to multiple support teams and act as their point of escalationTeach, coach, and mentor analysts in all areas of responsibilities in their respective positionsEnsure the teams solicit and expound upon all available information from the customer regarding details of system issues (hardware/software/network) and make every possible attempt to resolveSupervise the identification and escalation of open issues that represent riskSupervise the troubleshooting, diagnosis, and resolution of POS technical issues reportedSupervise the restorative and/or maintenance actions where possible to resolve customer issues and follow up for any unresolved problemsServe as the Support Services point of contact for software developers' requests for information, de-escalations, and corrective action requests which stem from ticket escalationsTrain support staff on operational procedures, troubleshooting techniques, and new hardware/softwareWhat you will bringYou have excellent interpersonal, verbal, and written communications skillsYou are well-versed in technology and have knowledge of concepts pertaining to technical supportYou have familiarity with the retail environment (POS and associated components)Familiarity with Apple and/or other mobile applications a plusPOS systems and/or proprietary software experience strongly desired5+ years managing teams, shifts and employee schedulesExperience in call center support scenarios3+ years experience managing call center teamsSchedule flexibility, with the ability to work holidays and weekendsCustomer facing and retail store management experience is a plusAs a member of the KWI team you will receiveFull Medical, Dental and Vision4 weeks of PTO in your first yearSummer Fridays....all year roundTuition ReimbursementDiscount from building café401(K) with a 50% company match (up to 6% of employee contribution)Employee Referral Program(1) Volunteer day each yearOur work spaceWe are a collaborative group and believe that getting together in person allows our team to do their best work. Together we enjoy monthly events, bagels every Thursday, a state-of-the-art coffee machine, a full snack pantry and many more surprise and delight moments throughout the year.Our commitment to youAt KWI, we know that cultivating diversity and fostering an inclusive work environment is critical to our impact and success. We create an environment where no individual is advantaged or disadvantaged because of their background. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.With a commitment to maintaining a bias-free environment in which harassment is prohibited, we respect cultural diversity and comply with the laws of the places in which we operate. We expect our business partners, suppliers, clients, and all our team members to uphold these commitments.About KWIKWI helps retailers maximize sales by uniting their online and in-store capabilities to deliver delightful shopper experiences. With KWI Merchandising and mobile POS , retailers can execute omnichannel flawlessly, and right at their fingertips — clienteling, endless aisle, mobile checkout with the latest payment options, inventory management, and ecommerce .#J-18808-Ljbffr