Manager, Store Tech Support

• Ensures store locations have reliable and efficient technical support services to ensure smooth operations and minimize disruptions caused by technology-related issues
• manages the technical team including hiring and training staff, setting performance goals, conducting performance evaluations, and ensuring the team operates efficiently
• escalates technical issues that cannot be resolved by the support staff to provide expert guidance and troubleshooting assistance
• oversees the handling of technical incidents reported by store employees by prioritizing and assigning support tickets, ensuring timely and effective resolution, and maintaining communication channels with store staff to provide updates and feedback
• collaborates with vendors and suppliers of technology systems and establishes and maintains relationships, manages service-level agreements, and coordinates efforts to address technical issues and minimize downtime
• evaluates the efficiency and effectiveness of the technical support processes and identify opportunities for improvement
• actively contributes to team meetings, brainstorming sessions, and collaborative projects, including sharing ideas, providing feedback, and contributing to the overall goals and objectives of the team
• collaborates with other teams to ensure smooth integration and support of store technologies
• develops training materials and documentation to educate employees

• 5+ years work experience
• 3+ years' experience in execution and delivery (planning, delivering, and supporting) skills
• 3+ years' experience in business intelligence
• adept at problem solving and decision making skills
• adept at collaboration and teamwork
• adept at growth mindset (agility and developing yourself and others) skills

Certified Information Technology Professional (CITP) preferred

• Affordable medical plan options
• a 401(k) plan (including matching company contributions)
• employee stock purchase plan
• no-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching
• benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility