Store Systems Support Manager

Store Systems Support Manager

North Kansas City, Missouri

At Helzberg Diamonds the Store Systems Support Manager is responsible for managing the Store Systems support team, including providing leadership to the store systems help desk and the external help desk to ensure technical and procedural store systems assistance is available and delivered in a timely manner. Manage the processes involved in implementing the technology in new and remodel stores and manage processes regarding system updates and hardware depot.

In addition, the manager works with other teams that support the functionality of the POS such as web order fulfillment, credit and debit transactions, corporate systems that interface with the POS and CRM system interfaces. The manager must understand and balance the needs of the departments, the connectivity of business systems and processes, and the viability of technical solutions, while always keeping the customer experience in mind.

• Manage the day-to-day responsibilities of the store systems help desk staff to ensure they are providing consistent levels of support to the stores and SSC. Provide second and third level technical support for help desk for questions regarding store systems hardware, software and applications, network issues, and transaction-related policies and procedures. Work with internal departments to resolve issues as needed.
• Use the ticketing system to report on trends – whether they be related to software issues or areas where additional training may be required. Work with the various teams within the SSC to resolve identified areas of concern.
• Monitor the external help desk for accuracy and efficiency in responding to tickets. Create new knowledge articles when necessary. Make sure the external help desk associates have access to the systems needed for store support. Provide training to the external help desk associates on the tools needed to perform the job.
• Manage the update process, which involves creating, testing, scheduling, deploying, and tracking scripts to deploy updates to the store systems. Manage piloting of updates to selected stores and ensure multiple updates are deployed in the correct sequence.
• Manage 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.
• Ensure all store systems preparations are made for a new store opening. This includes establishing timelines and deadlines for items on the new store checklist, ensuring store systems are delivered, set up and working properly. Working with others to ensure all items are performed in a timely manner and working with the training department to ensure training materials are current and delivery of new store training is thorough.
• Take a leadership role from beginning to end 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.
• Create training documentation for piloting new releases. Work with training department to proofread training and operational procedure materials to enable associates to use functionality of store systems.
• Coordinate the maintenance of the systems that support the store system functionality including credit / debit
• authorization, web order fulfillment, centralized lookups, email, the store network, wireless network, traffic counting systems, LAN Desk, and polling.

• Bachelor’s degree in Business, Information Technology or related area required.
• Three to five years of POS support experience, or equivalent combination of education and experience required.
• Prefer supervisory experience.
• Advanced knowledge of store POS systems required.
• Basic DOS and SQL skills preferred.
• Basic MS Office skills required.
• Advanced communication skills required, along with strong analytical and organizational skills.
• Ability to handle multiple tasks required.
• Must be able to work a 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.