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…