System Support and Training Manager

450

Full Time

Summary:

 

The primary responsibility of this position is to supervise the performance of Level 1 and Level 2 services & support to customers to ensure that service levels are achieved. To ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations regarding performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service.  Responsible for acquisition, installation, modification, and management of computer system hardware and software both for in store point of sale and associate laptops/desktops.  Responsible for creating and delivering multi-level training courses for most commonly used end user software: i.e. Word, Excel, PowerPoint, email, browsers.  Presentations will be delivered both in a classroom or one-on one environment.  Resourcefulness is a necessary skill in this role.  Should be prepared to diagnose and resolve problems quickly.  Must have the patience to communicate with a variety of interdisciplinary teams and users.

As a Systems Support & Training Manager, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.

 

 

What responsibilities does this position have?

1.  Oversee 100% of the requests, incidents and problems. Supervises and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to customers. (20%)
2.  Train, coach and mentor Systems Support Desk Specialists (Level 1 / 2) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with customers. (20%)
3.  Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Systems Support Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed). (20%)
4.  Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation. (20%)
5.  Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. Maintain depot stock and inventories for store equipment. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information. (10%)
6. Create purchase orders, lead projects and track inventory/assets, licenses, vendor agreements, warranties and other as requested by management. (10%)

 

 

Requirements

 

• Proven work experience as a Systems Support and Training Manager, excellent team management skills.
• Experience with support, configuration and administration of Aptos Store 6.4 Point of Sale.
• Experience with Ivanti End Point Manager
• Experience with Zendesk Administration.
• Experience with Windows Desktop Administration.
• Hands on experience with support desk and remote-control software and tools.
• Solid technical background with an ability to give instructions to a non-technical audience.
• Customer-service oriented with a problem-solving attitude.
• Excellent written and verbal communications skills, experience giving presentations to management team and running both formal and informal meetings.
• Excellent troubleshooting, knowledgebase and technical documentation skills.
• Experience in User Acceptance Testing and Quality Assurance of applications and processes.
• Retail and in store systems support experience.
• Experience as lead technician and escalation point for problem resolution, providing guidance to members of the team.
• Ability to provide input to the manager for continuous improvement in process, technology and personnel.
• Able to support management with oversight of ticket resolution and manage aging tickets in team queue.
• Manage assigned projects which include gathering required resources, location walkthroughs, creating rollout plans, researching technology and setting timelines.
• Perform onsite analysis, diagnosis, and resolution of desktop, laptop, anti-virus/endpoint, printer and application problems for end users, recommends and implements corrective solutions.
• Installs, configures, tests, maintains, monitors, and troubleshoots end-user workstations and related hardware, software, and system issues in order to deliver required desktop service levels.
• Support wired and wireless network attached devices.
• Assist with functions related to planning, budgeting, and hardware/software acquisition.
• Maintain records, prepare reports and conduct correspondence pertaining to the proper licensing and number of install occurrences of a given software title to abide by current software copyright laws.
• Monitor and track IT assets, inventory, warranty periods and vendor agreements.
• Create PO’s for hardware, software and services needed by IT.

• Keep technology skills up to date. This includes training on new equipment and software, learning new or modified procedures and reading technical manuals.

• BS or Associate’s degree in computer related discipline or five years of related experience. Professional certification is a plus.

 

 

What kind of individual are we looking for?

• Professional craftspeople. They keep up with best practices by reading industry blogs, leading authors’ books on design, techniques, and tools, and leading and emerging websites about modern technologies.
• Passionate practitioners. They love all things technical.  They care deeply about not only doing a job well, but doing it right.
• People hungry for what’s next. They are aware of what’s going on in the field now and even have some idea of what’s on the way, but follow leaders in the field about what they see coming and how we can make it relevant to our business.
  
  

Why Join Rack Room Shoes?

If shoes aren’t enough to entice you to join our team, then perhaps working with a team full of forward-thinking, smart problem solvers who are looking for an optimal union of technology and communication... Sound appealing now?

How about our extensive benefits package for all full-time employees (which includes medical, dental, vision, and 401k)?

 

Who Are We?

We’re the small but growing Information Technology team for Rack Room Shoes and Off Broadway Shoe Warehouse. Our mission is to provide excellent infrastructure, support, and innovation to achieve the best outcomes for our team members to provide exceptional service.  We are looking for a new member to join our passionate team.

Fun Facts

• A mobile device library for testing, and… well, for fun.
• A brand new state of the art building.
• New workspaces, ergonomic chairs and plenty of space dedicated to collaboration.
• Fitness Center with locker rooms and Employee Lounge on premises.
• Fresh fruit provided weekly.
• All the Starbucks coffee you can drink!

Store Number: HQ

Headquarters

Pay Range:

8310 Technology Drive

About Rack Room Shoes

Great shoes for men, women and children in comfort, dress, casual, and athletic categories make Rack Room Shoes the family footwear retailer of choice. The company offers a wide selection of nationally recognized brands known for their quality. Rack Room Shoes also offers an assortment of exclusive private brands commissioned from the best manufacturers in the business. Our private brands offer customers great styles and outstanding values, which translates into satisfied, loyal, repeat customers.

Charlotte, North Carolina US

Rack Room Shoes provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation and gender identity), national origin, marital status, disability, genetic information, age, military service, or any other characteristic that is protected by applicable law. This policy of equal employment opportunity extends to all aspects of employment including, but not limited to, recruitment, hiring, training, promotion, transfer, reassignment, demotion, discipline, discharge, performance evaluation, compensation and benefits.