POS Service Desk Senior Manager - Hybrid Job at Genesco Inc
The Ideal Candidate
The POS Service Desk Senior Manager leads a 16x7x365 Point of Sale Service Desk team responsible for providing world class IT hardware and software support for Genesco retail store associates spread across North America. The Sr. Manager must have a passion for great service delivery, articulating a clear vision, formulating plans, improving process, effective staffing, and coaching for success. The POS Service Desk function provides four distinct services:
The Sr. Manager is responsible for overseeing the daily operations of the POS Service Desk team and works with the Service Desk supervisors to ensure adequate staffing levels and effective execution of tasks to achieve desired service level goals.
The ability to effectively vision, plan, onboard, coach, analyze, communicate, and build relationships is key to the Sr. Manager's success.
How You Will Make an Impact
Job Requirements:
The POS Service Desk Senior Manager leads a 16x7x365 Point of Sale Service Desk team responsible for providing world class IT hardware and software support for Genesco retail store associates spread across North America. The Sr. Manager must have a passion for great service delivery, articulating a clear vision, formulating plans, improving process, effective staffing, and coaching for success. The POS Service Desk function provides four distinct services:
- Retail store associate customer contact center
- Technical Service Desk to troubleshoot hardware and software services
- Hardware inventory and logistics
- Business-facing small project requests and resourcing for store changes
The Sr. Manager is responsible for overseeing the daily operations of the POS Service Desk team and works with the Service Desk supervisors to ensure adequate staffing levels and effective execution of tasks to achieve desired service level goals.
The ability to effectively vision, plan, onboard, coach, analyze, communicate, and build relationships is key to the Sr. Manager's success.
How You Will Make an Impact
- Based upon business initiatives and store associate feedback, works with IT leadership, POS supervisors, and POS peers to vision, establish goals, and execute plans.
- Analyzes call center and ticket data and utilizes metrics to drive decision making and ongoing process improvements.
- Employs the use of various customer feedback tools and data to drive goal planning and service improvements.
- Based on business trends and service volumes, implements, and manages a team structure, staffing plan, and key support roles to achieve service level targets.
- Recruits, onboards, oversees the effective onboarding and coaching of team members.
- Looks for trends in call center and ticket data to identify patterns to effectively forecast staffing and technology resource requirements.
- Coaches team supervisors and delegates tasks to effectively support daily services and supporting operational processes.
- Facilitates the development and use of customer service agent training tools and standards that include agent call quality QA reviews.
- Drives the effective utilization of call contact center and IT Service Management tools.
- Works with team to develop and implement agent decision support processes and tools.
- Works with hardware coordinator to ensure timely logistics, appropriate inventory levels, and effective management of third-party service level support.
- Coordinates and conducts ongoing business reviews with technology partners to discuss performance and stay abreast of equipment life cycles.
- Oversees the process to maintain an accurate and effective knowledge base content repository, enabling quick access to accurate information.
- Support purchasing, accounting, and leadership guidelines to effectively procure, receive and submit for payment required equipment and services.
- Facilitates the training and effective use of the major incident response process.
- Oversees the effective use of the POS outage notification process, ensuring clear, accurate, and timely feedback to the business and key stakeholders.
- Works with supervisors and technical team members to document, implement, and follow troubleshooting escalation guidelines and timelines to drive improved recovery cycles.
- Participates and supports the IT Change Management process to track changes for deployment into production.
- Works with supervisor to attend and participates in key recurring meetings.
- Communicates effectively with peers, leadership, and business stakeholders ensuring a concise professional delivery.
- Ability to craft and present information to peers, leadership, and business stakeholders.
- Partners with various technology and business leaders to define opportunities, identify trends or chronic issues to drive resolution and improve reliability.
- Works proactively with peers, leadership, vendors and business stakeholders to set and maintain Service Level Agreement (SLA) expectations.
- Builds strong relationships with key business partners, develops a deep understanding of business strategies as well as key business processes and systems.
- Performs other duties as assigned and or prioritized by IT leadership.
Job Requirements:
- 4-year degree with 2-years' experience managing a call contact center and/or IT Service Desk or 5-7 years' experience managing a call contact center and/or IT Service Desk
- Retail store support experience is a plus
- Ability to analyze data and metrics to support decision-making
- Demonstrated experience building teams and coaching members
- A team player with demonstrated experience effectively collaborating with leadership
- Experience working with IT Service Management tools and processes
- ITIL certification is a plus
- Proven track record of developing and managing call center service levels
- Exceptional written and oral communication skills
- Strong documentation skills
- Proficient with Microsoft Office tools
- Organized and detail-oriented
- Ability to multi-task and juggle priorities
- Must be able to handle demanding customer service situations and issues
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