Team Lead, IT Store Sys Spprt

Overall Job Summary

This position is responsible for managing the day-to-day activities and development of the Store Systems Technicians as well as managing the resolution for all escalated technical issues within the store environment.  Manage SLA’s, incident and problem management through the use of KPI’s.  Additional responsibilities include technical leadership, mentoring other team members, documentation, vendor management, and leading projects.

Essential Duties and Responsibilities (Min 5%)

1. Manage, coordinate, motivate, and monitor day-to-day activities of the team.
2. Establish a cross-training and knowledge transfer processes for team members.
3. Manage and coordinate the support for all technical issues and requests.
4. Work directly with business partners, application development and infrastructure teams to document and prioritize resolution for recurring problems.
5. Facilitate the Critical Incident Resolution process to ensure proper escalations during the event and schedule the Correction of Errors meeting following the event.
6. Maintain policies and procedures to support IT production store systems.
7. Manage the status updates, reporting and KPI’s for IT and the business.
8. Evaluate, train and transfer recurring repeatable support processes to Tier 1 teams.
9. Establish store visit processes to provide insight to IT support and development opportunities.

Qualifications

High Demand IT Specialized Skills

SuSe, Linux, Windows and Oracle

Platform Knowledge

Preferred knowledge, skills or abilities

• Strong knowledge of POS hardware and software.
• Strong knowledge of retail business processes.
• Strong planning and organization skills.
• Strong understanding of operations and business correlation.
• Strong written and verbal communication skills.

Working Conditions

Physical Requirements

Disclaimer

This job description represents an overview of the responsibilities for the above referenced position.  It is not intended to represent a comprehensive list of responsibilities.  A team member should perform all duties as assigned by his/ her supervisor.