Store Systems Support Supervisor
Store Systems Support Supervisor
THE DEPARTMENT:
The Information Technology Department is responsible for the establishment and maintenance of a secure Technology infrastructure to support the Product, People, Promotion, Place and Profit areas of Helzberg. It accomplishes this through the design, development and deployment of automated systems to meet the information and process needs of each major line of business: human resources, merchandise, marketing, finance, stores, and E-Commerce. In addition to these lines of business applications, the IT organization is responsible for the collection and correlation of all company electronic information assets into an enterprise Data Warehouse which is used to support the overall analytical and reporting information needs of the business.
POSITION SUMMARY:
Provide leadership to the Store Systems Help Desk to ensure technical and procedural store systems assistance is available and delivered in a timely manner. Coordinate processes regarding store support, system updates, the hardware depot and new store openings and closings. Assist with maintaining and enhancing the functionality of the store POS system. This includes working with other systems that support the functionality of the POS such as web order fulfillment, credit and debit transactions, and bank and system interfaces.
PRINCIPAL ACCOUNTABILITIES:
SUPERVISORY RESPONSIBILITIES:
This role supervises the Store Support associates and will be responsible for the following:
QUALIFICATIONS:
COMPETENCIES:
Analytical Thinking, Customer Service Orientation, Integrity, Teamwork and Cooperation, Leadership, Accountability
The Information Technology Department is responsible for the establishment and maintenance of a secure Technology infrastructure to support the Product, People, Promotion, Place and Profit areas of Helzberg. It accomplishes this through the design, development and deployment of automated systems to meet the information and process needs of each major line of business: human resources, merchandise, marketing, finance, stores, and E-Commerce. In addition to these lines of business applications, the IT organization is responsible for the collection and correlation of all company electronic information assets into an enterprise Data Warehouse which is used to support the overall analytical and reporting information needs of the business.
POSITION SUMMARY:
Provide leadership to the Store Systems Help Desk to ensure technical and procedural store systems assistance is available and delivered in a timely manner. Coordinate processes regarding store support, system updates, the hardware depot and new store openings and closings. Assist with maintaining and enhancing the functionality of the store POS system. This includes working with other systems that support the functionality of the POS such as web order fulfillment, credit and debit transactions, and bank and system interfaces.
PRINCIPAL ACCOUNTABILITIES:
- Responsible for the daily supervision of the Store Systems Help Desk staff to ensure they are providing consistent levels of support to the stores and SSC (Store Support Center). Provide second and third level technical support for Help Desk questions regarding stores systems hardware, software and applications, network issues, and transaction-related policies and procedures. Work with internal departments to resolve issues as needed.
- Assist with the coordination of store system update process, which involves creating, testing, scheduling, deploying and validating updates. Coordinate piloting of updates to selected stores and ensure multiple updates are deployed in correct sequencing.
- Coordinate the hardware depot process for the most efficient and cost-effective method of managing store hardware. This includes selecting the vendor, coordinating the order process for the stores, authorizing and coding invoices, managing hardware depot inventory and placing hardware orders when necessary.
- Collaborate with partnering departments to ensure all store system preparations are made for new store openings or retired store closings. This includes establishing timelines and deadlines, ensuring store systems are delivered, set up and working properly. Assist the Store Operations group in providing up-to-date material regarding store procedures.
- Provide leadership to ensure store system preparations are made to support new lines of merchandise, new marketing activities, or any other new activity that may take place in the store. This includes collaborating with Stakeholders to gather requirements, information, researching potential solutions, recommending a compromise that best meets the needs of the company, creating test scripts and plans, testing modifications, coordinating and scheduling updates, communicating changes and resolving issues.
- Utilize KCS Methodology (Knowledge Centered Support) to create and maintain the store support knowledgebase which is used to troubleshoot store support issues. Gather information and provide knowledge transfers to support teams to ensure proper troubleshooting is being performed to resolve issues in the most efficient manner possible.
- Coordinate the maintenance of store system functionality including credit/debit authorizations, web order fulfillment, centralized database lookups, email, store network, wireless network, traffic counting systems, and LAN Desk polling.
SUPERVISORY RESPONSIBILITIES:
This role supervises the Store Support associates and will be responsible for the following:
- Accomplish department objectives by directing and monitoring the work progress of direct reports.
- Provide coaching and guidance to direct reports.
- Set expectations, annual goals and provide required quarterly touch base meetings with all direct reports.
QUALIFICATIONS:
- Bachelor’s degree in business, Information Technology or related area.
- Three to five years of POS support experience, or equivalent combination of education and experience required.
- Supervisory experience preferred.
- Advanced knowledge of store POS system required.
- Preferred skills include SQL and MS Office.
- Strong communication, analytical and organizational skills with the ability to handle multiple tasks and priorities are required
- Hybrid schedule with predictable onsite attendance required three or more days per week to perform essential functions involving interactive behaviors with co-workers and managers, operation or manipulation of equipment and/or materials located only on site, and direct interaction with internal and/or external customers.
COMPETENCIES:
Analytical Thinking, Customer Service Orientation, Integrity, Teamwork and Cooperation, Leadership, Accountability