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Manager of Help Desk - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Braselton, GA Braselton, Georgia |
About this job
Job Description
Carter's, Inc. is the largest branded marketer in the United States and Canada of apparel and related products exclusively for babies and young children. The Company owns the Carter's and OshKosh B'gosh brands, two of the most recognized brands in the marketplace. These brands are sold in leading department stores, national chains, and specialty retailers domestically and internationally. They are also sold through nearly 1,000 Company-operated stores in the United States and Canada and on-line at www.carters.com, www.oshkosh.com, and www.cartersoshkosh.ca. The Company's Just One You, Precious Firsts, and Genuine Kids brands are available at Target, its Child of Mine brand is available at Walmart, and its Simple Joys brand is available on Amazon.com. The Company also owns Skip Hop, a global lifestyle brand for families with young children. Carter's is headquartered in Atlanta, Georgia. If you dream of working with innovative colleagues who support and inspire you, Count on Carter's.
Essential Functions:
Responsible for the Store Systems Technology Help Desk for 800+ US retail stores with the opportunity to expand support internationally. Leading a team with a Supervisor, Team Leads, SMEs and technical agents, this position will manage and deliver exceptional Tier 1 and Tier 2 service to our Operations partners. The Store Support Help Desk supports all technology within the 4 walls of the store: PoS registers and peripherals, VeriFone payment devices, network and all WAN/LAN equipment, mobile technology including iPods, iPads and Windows laptops, analogue phone lines and phones, traffic counters, multifunction printers, and all related software applications that are used by the associates to perform daily tasks and activities.
Ensuring process/protocols are maintained and followed, SLAs are met, and that appropriate escalation of critical issues is executed with urgency and accuracy, is key to the success of this position. This role is required to build trustful partnerships with vendors and internal 3rd party support teams for issues that may require multiple disciplines be engaged for issue resolution. Fostering these collaborative relationships is core critical for success of this role, and the continued improvement and technology advancement of the help desk. This position owns all Store Systems data analysis, trend analysis, reporting and communication of these key metrics to senior leadership, the Director and other teams who rely heavily on communication of trends and issues.
* Establish ticket trend analysisand derive direction from that analysis. This role works daily with partners to address and strategize around changes. Those changes could be within the store systems area, training, store operations opportunities, infrastructure and/or vendor issues or opportunities i.e. network, operating system, PoS software, etc.
* Manage the support aspect of several outsourced vendors and their performance. This includes establishing KPIs, SLAs and other key metrics to hold vendors accountable for their support of the stores through the Store Support Help Desk
* Hold weekly calls with vendors to review incidents and hold monthly business reviews of key metrics with Director
* Ability to analyze data or statistics to manage the Help Desk SLAs. Develop daily, weekly, monthly and annual useful reports for VP, Director of Store Systems and an audience of Internal Business Partners
* Continue to grow and enhance support service level agreements for growing and evolving technologies
* For Program Management, must be able to create, establish and document standard operation procedures and processes that are sustainable and repeatable
* Develop and support an empowered, store-focused culture with a concentration on customer service satisfaction
* Train, retain, coach, and develop group using excellent leadership and management skills. Provide training as needed to support strategy and technology changes
* Manage issue escalations through to resolution with clear communication root cause analysis
* Own open issues and will work closely with escalation partners to identify, document and monitor any and all exceptions. Improve or recommend new processes as needed
Physical and work demands:
* Ability to work in a highly structured environment
* Ability to work in a competitive performance driven environment
* Must be available to work evenings, weekends and holiday schedule to be decided by Management
* 25% travel to Buckhead office; Periodic store visits to refresh on new technologies and operational policies
* Comply with blackout periods as determined by Management
* Ability to handle repetitiveness of contacts from internal and external customers
* Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, long periods working at a computer
* Service Center environment with moderate noise level due to agents talking, computer, printers and floor activities
* Holiday work schedule as defined by Management and business needs/volume
* Comply with blackout periods as determined by Management
* Partner with QA to reinforce training to and apply skills and toolsUse technology tools as directed and within established guidelines
* Participate in individual and team trainings and meetings to ensure knowledge is up-to-date
* Alert management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem
* Ability to work independently, adhere to work schedule and manage regular duties with minimal supervision
Experience and Skills
Knowledge, skills & abilities:
* Previous customer service or helpdesk experience; Experience growing and developing a Tier 1 and 2 help desk program in the areas of Quality, Customer Service, Reporting, Analysis and Communication skillset areas
* Demonstrate excellence with listening, verbal and written communication skills. Strong interpersonal skills required to build trusting relationships quickly
* Working knowledge of Computers, Microsoft Outlook, WAN/LAN networking, and PoS software and hardware. Strong Excel experience and management of the tool
* Ability to navigate roadblocks and multi-task in an extremely fast-paced environment with rapidly shifting priorities; Highly Organized, Detail Oriented and delegations skills.
* Abide by all of Carters policies and procedures; Lead by example with Carters Core Values.
* Working knowledge of Windows XP or WEPOS
* Experience with Aptos Retail Suite is a plus
* Microsoft, A+ or Cisco Certifications are a plus
* Must have a sense of urgency and a desire to take ownership and see issues through to resolution
* Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly (Based on in house documentation). Take responsibility for any team failures, and ensure team learns from mistakes. Fail forward mentality
* Influencing and development skills to teach through example to Supervisor, Team Leads, SMEs and agents
* Own open issues and will work closely with escalation partners to identify, document and monitor any and all exceptions. Improve or recommend new processes as needed
Prior work experience & education:
* High school diploma or a GED required, associates or bachelors degree preferred
* 4-6 years of Help Desk experience required
* Retail Experience and or IT experience is preferred
* 2-4 years supervisory experience required
Carters is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, veteran status, or any other status protected by federal, state, or local law.
Visit http://carters.submit4jobs.com/ today
Carter's, Inc. is the largest branded marketer in the United States and Canada of apparel and related products exclusively for babies and young children. The Company owns the Carter's and OshKosh B'gosh brands, two of the most recognized brands in the marketplace. These brands are sold in leading department stores, national chains, and specialty retailers domestically and internationally. They are also sold through nearly 1,000 Company-operated stores in the United States and Canada and on-line at www.carters.com, www.oshkosh.com, and www.cartersoshkosh.ca. The Company's Just One You, Precious Firsts, and Genuine Kids brands are available at Target, its Child of Mine brand is available at Walmart, and its Simple Joys brand is available on Amazon.com. The Company also owns Skip Hop, a global lifestyle brand for families with young children. Carter's is headquartered in Atlanta, Georgia. If you dream of working with innovative colleagues who support and inspire you, Count on Carter's.
Essential Functions:
Responsible for the Store Systems Technology Help Desk for 800+ US retail stores with the opportunity to expand support internationally. Leading a team with a Supervisor, Team Leads, SMEs and technical agents, this position will manage and deliver exceptional Tier 1 and Tier 2 service to our Operations partners. The Store Support Help Desk supports all technology within the 4 walls of the store: PoS registers and peripherals, VeriFone payment devices, network and all WAN/LAN equipment, mobile technology including iPods, iPads and Windows laptops, analogue phone lines and phones, traffic counters, multifunction printers, and all related software applications that are used by the associates to perform daily tasks and activities.
Ensuring process/protocols are maintained and followed, SLAs are met, and that appropriate escalation of critical issues is executed with urgency and accuracy, is key to the success of this position. This role is required to build trustful partnerships with vendors and internal 3rd party support teams for issues that may require multiple disciplines be engaged for issue resolution. Fostering these collaborative relationships is core critical for success of this role, and the continued improvement and technology advancement of the help desk. This position owns all Store Systems data analysis, trend analysis, reporting and communication of these key metrics to senior leadership, the Director and other teams who rely heavily on communication of trends and issues.
* Establish ticket trend analysisand derive direction from that analysis. This role works daily with partners to address and strategize around changes. Those changes could be within the store systems area, training, store operations opportunities, infrastructure and/or vendor issues or opportunities i.e. network, operating system, PoS software, etc.
* Manage the support aspect of several outsourced vendors and their performance. This includes establishing KPIs, SLAs and other key metrics to hold vendors accountable for their support of the stores through the Store Support Help Desk
* Hold weekly calls with vendors to review incidents and hold monthly business reviews of key metrics with Director
* Ability to analyze data or statistics to manage the Help Desk SLAs. Develop daily, weekly, monthly and annual useful reports for VP, Director of Store Systems and an audience of Internal Business Partners
* Continue to grow and enhance support service level agreements for growing and evolving technologies
* For Program Management, must be able to create, establish and document standard operation procedures and processes that are sustainable and repeatable
* Develop and support an empowered, store-focused culture with a concentration on customer service satisfaction
* Train, retain, coach, and develop group using excellent leadership and management skills. Provide training as needed to support strategy and technology changes
* Manage issue escalations through to resolution with clear communication root cause analysis
* Own open issues and will work closely with escalation partners to identify, document and monitor any and all exceptions. Improve or recommend new processes as needed
Physical and work demands:
* Ability to work in a highly structured environment
* Ability to work in a competitive performance driven environment
* Must be available to work evenings, weekends and holiday schedule to be decided by Management
* 25% travel to Buckhead office; Periodic store visits to refresh on new technologies and operational policies
* Comply with blackout periods as determined by Management
* Ability to handle repetitiveness of contacts from internal and external customers
* Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, long periods working at a computer
* Service Center environment with moderate noise level due to agents talking, computer, printers and floor activities
* Holiday work schedule as defined by Management and business needs/volume
* Comply with blackout periods as determined by Management
* Partner with QA to reinforce training to and apply skills and toolsUse technology tools as directed and within established guidelines
* Participate in individual and team trainings and meetings to ensure knowledge is up-to-date
* Alert management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem
* Ability to work independently, adhere to work schedule and manage regular duties with minimal supervision
Experience and Skills
Knowledge, skills & abilities:
* Previous customer service or helpdesk experience; Experience growing and developing a Tier 1 and 2 help desk program in the areas of Quality, Customer Service, Reporting, Analysis and Communication skillset areas
* Demonstrate excellence with listening, verbal and written communication skills. Strong interpersonal skills required to build trusting relationships quickly
* Working knowledge of Computers, Microsoft Outlook, WAN/LAN networking, and PoS software and hardware. Strong Excel experience and management of the tool
* Ability to navigate roadblocks and multi-task in an extremely fast-paced environment with rapidly shifting priorities; Highly Organized, Detail Oriented and delegations skills.
* Abide by all of Carters policies and procedures; Lead by example with Carters Core Values.
* Working knowledge of Windows XP or WEPOS
* Experience with Aptos Retail Suite is a plus
* Microsoft, A+ or Cisco Certifications are a plus
* Must have a sense of urgency and a desire to take ownership and see issues through to resolution
* Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly (Based on in house documentation). Take responsibility for any team failures, and ensure team learns from mistakes. Fail forward mentality
* Influencing and development skills to teach through example to Supervisor, Team Leads, SMEs and agents
* Own open issues and will work closely with escalation partners to identify, document and monitor any and all exceptions. Improve or recommend new processes as needed
Prior work experience & education:
* High school diploma or a GED required, associates or bachelors degree preferred
* 4-6 years of Help Desk experience required
* Retail Experience and or IT experience is preferred
* 2-4 years supervisory experience required
Carters is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, veteran status, or any other status protected by federal, state, or local law.
Visit http://carters.submit4jobs.com/ today