Operations - Store Support Team Lead

General Position Purpose

The Store Support Shift Lead will be responsible for the delivery of quality Level 1 support services to the TCC and WZ Retail stores. The primary goal is to enable retail sales for Store personnel by ensuring incidents are managed within SLAs and with a high customer satisfaction.

• 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, approving inter‑team escalations and overseeing the incident to completion.
• Develop inter and intra‑team processes that promote efficiency and communication excellence.
• Oversee prompt completion of breached SLA tickets and track trouble ticket resolution metrics against SLAs.
• Promote processes that support the ITIL methodology.
• Measure and report on service delivery performance metrics (customer satisfaction surveys, trouble ticket open, closed and breached statistics).
• Produce SLA exception reports and investigate the root cause of the SLA breach.
• Screen, interview and make recommendations for hiring potential employees.
• Coach, develop, and provide 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).

• 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.
• Available for on‑call support; must be able to work weekends/evenings as needed.
• Ability 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:
  
  Associate's degree or Bachelor's degree in Information Technology, Business, 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 ability to explain and train staff.
• Sound understanding of various operational processes, applications and hardware systems that are supported throughout the environment.

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

• Adaptability – must adjust quickly to changes in business or IT strategy.
• Negotiation Skills – ability to resolve issues, prioritize efforts, and manage resources.
• Self‑Motivation – will take unsolicited actions toward achieving overall objectives.
• Conflict resolution – will work strong communication to influence, lead and motivate others.
• Customer Focus – Ability to establish strong relationships across all levels of organization.
• Leadership – demonstrated leadership capabilities, ability to organize and motivate.
• Progressive – conceptual, analytical and strategic skills and a vigorous thought process.
• Team Player – the ability to sell change effectively and influence others.
• Problem‑Solver – relentless sense of urgency, strong intellectual horsepower, thorough and insightful with a "Can Do" attitude.
• Mentor – the ability to mentor and train support team to help grow through their development paths.

We are an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), national origin, ancestry, age, physical or mental disability, medical condition, military or veteran status, marital status, sexual orientation, gender, gender identity, gender expression, genetic information, or any other status protected by applicable federal, state, or local laws.

We are committed to providing reasonable accommodations for qualified individuals with disabilities.