Director, Retail IT Support Services

Essential Functions

• Customer Support Services Manages the activities (, schedules, priorities, etc.) and resource allocation needed to maintain customer satisfaction, enhance efficiencies and to ensure adherence to processes, policies, and service level agreements for customer responsiveness, incident resolution, and follow up. Collaborates with marketing, IT departments, Training and Operations to provide expertise and direction and to communicate case updates and priorities (, hardware and software problems, Loyalty program configuration, network setup and diagnoses, etc.). Identifies and reports on compliance and security issues that require follow-up Monitors and coordinates across Support team, admins and vendors high priority escalations and complicated support issues. Partners with Retail Technology Solutions Management to develop and implement a service strategy to mitigate existing and potential Franchisee software, hardware, POS platforms/peripherals/integrations, networking, and support issues.
• Quality Assurance and Continuous Improvement Performs regular audits of tickets and customer feedback to maintain quality standards (, accuracy, resolution, etc.) and to ensure all user requests and issues are properly recorded, escalated to the appropriate team members, and delivered/resolved in a courteous, timely, and knowledgeable manner. Monitors adherence to policies and procedures to ensure organization and regulatory compliance. Researches, analyzes, and identifies root causes to make recommended changes and updates for reoccurring issues and deficiencies to minimize issues and enhance user experience. Provides regular reports and status updates to management on service delivery performance metrics, KPIs, recommendations for improvements, and implementation of corrective actions.
• Manages and Develops Others Recruits, selects, and actively develops the capability of staff to meet current and future staffing needs. Sets goals and provides on-going feedback, coaching, and performance development plans to enhance the team's production and capability; reviews performance in a consistent, fair, and objective manner to facilitate open communication and to encourage continuous performance improvement. Identifies individual and team skill gaps, developmental areas, and opportunities (, training, special assignments, projects, etc.) to advance individual and team capability. Recognizes initiative, innovation, and work well done to create a positive work environment of excellence. Collaborates with admins on new or updated training materials and troubleshooting documentation to lead end user and support team with knowledge management.
• Vendor Management Establishes SLA/SLO targets and represents the business with third party support service providers Develops relationships and establishes regular communication hierarchy and cadence, running regular business reviews to highlight performance wins and gaps Manages incidents and problem escalations with third-party vendors Monitors and tracks vendor and customer billing and invoicing in collaboration with third-parties and accounting

Job Summary

The Director, Retail IT (Customer Support & Services) leads a team of managers, technical leads, technicians, and specialists who provide technical assistance and support for the stores point of sale systems, peripherals, hardware, software, and other integrated devices and services. This leader defines best practices to ensure customers receive the highest degree of service, technical support, timeliness, and that policies and procedures are followed, and regulatory compliance and issues are responded to and resolved in an efficient and timely manner. Define and manage a mix of FTE and contract personnel in multiple global geographies and timezones. The Retail IT Help Desk Manager maintains and improves the performance and quality of service delivery by measuring and monitoring KPIs and metrics.

Travel Requirements

• May be required to travel up to 25% of the time