Job Abstract

Responsible for managing the IT and Store Help Desk functions to deliver high quality support in an efficient manner.

1. Leads internal IT and stores support help desk team.

2. Responsible for staffing, goal setting, training, development, performance assessment and disciplinary actions of direct reports.

3. Monitors team performance to ensure quality and productivity guidelines are being met.

4. Maintains and improves upon help desk cost, quality, and customer service SLA metrics.

5. Builds and operates a Network Operations function (“NOC”).

6. Utilizes call center technologies to forecast optimal staffing levels across the Help Desk and NOC functions.

7. Partners with cross functional leaders to share call center insights, reduce call volumes, improve first call resolution, analyze projects for call volume impacts to the Help Desk, and improve overall customer satisfaction.

1. Bachelor's degree in relevant area of study or equivalent experience required.

2. Minimum of 2 years’ experience working with Service Now; ITIL Certified; IT Service Management expertise required.

3. Minimum of 3 years in call center or help desk functions required.

4. 10 years of IT experience within the retail or consumer goods industries preferred.

5. Ability to lead large teams with hands on management and coaching required.

6. Strong financial, analytical, and presentation skills required.

7. Consulting background preferred.

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