Operations - Store Support Team Lead

Essential Duties

• Manage and report on Key Performance Indicators identified by the Company, such as First Call Resolution, Abandonment Rate and Customer Surveys.
• Responsible for Outage communication through various channels.
• Oversee Alert & Event, Incident, Problem, Request and Knowledge management.
• Proficient in resolving all Level 1 Core and Extended Services.
• Drive the Store Support team and instill a customer service culture.
• Act as an escalation point for team members.
• Approve inter team escalations and oversee the incident to completion.
• Develop inter and intra team processes that promote efficiency and communications excellence.
• Oversee the prompt completion of breached SLA tickets.
• Track trouble ticket resolution metrics against SLAs.
• Promote processes that support the ITIL methodology.
• Measure and report on service delivery performance metrics including customer satisfaction surveys and trouble ticket open, closed and breached statistics.
• Produce SLA exception reports and investigate the root cause of the SLA breach.
• Screens, interviews and makes recommendations for hiring potential employees.
• Coaches, develops, and provides leadership, direction, and motivation to the Store Support Team.
• Act as Major Incident coordinator to ensure outages and major incidents are handled efficiently and within processes while escalating when necessary.
• Support and promote the 5 Promises (Care, Drive the Business, Connect, Inspire and Be Authentic).

Additional Duties and Responsibilities

• Excellent time management, organizational, personnel, and conflict resolution solving skills.
• Ability to work and communicate with all levels of management.
• Strong written and verbal communication skills.
• Adapt to the changing priorities and drive the team toward meeting the changing goals.
• Able to function effectively within a team or as an individual contributor.
• Strong knowledge of the ITIL framework and best practices
• Strong Retail Operations knowledge
• Proven expertise and overall responsibility in customer service and managing the performance of service centers
• Plans and carries out responsibilities with minimal direction
• Performs other duties as assigned

Education and/or Experience

• Associates degree/ Bachelor's degree in Information Technology or Business and or equivalent combination of education and experience.
• At least 5+ years related experience in a Service Support setting.
• Fundamental knowledge of ITSM best practices and the ability to explain and train staff.
• Sound understanding of various operational processes, applications and hardware systems that are supported throughout the environment.

Physical Demands

• Able to sit over 30% of the time.
• Able to stand, walk and bend up to 70% of the time.

We are an Equal Employment Opportunity employer.