What You'll Do:

• Manage & support retail business processes and functionality focused but not limited to Point of Sale front- and backend application and systems. 
• Manage and grow a team of analysts and external helpdesk. Monitor daily support and endpoint services activities including ticket queues and escalations. 
• Implement and maintain asset tracking of store systems hardware. 
• Forecast and procure hardware and software license needs based on new store openings and break/fix rates.
• Manage projects within a geographically distributed network of stores, coordinating hardware staging, delivery, installation, and support. 
• Interface with the other teams within IT to ensure the needs of internal customers are exceeded. 
• Support store opening, closing, and relocation efforts from an IT perspective. 
• Integrate and implement new processes and solutions into the existing system landscape.
• Report support desk KPIs weekly, monthly, and annually. Partner with L1 Helpdesk to maintain acceptable KPI’s.
• Analyze and help solve application or configuration issue trends.
• Manage and monitor system communication. 
• Assist in gathering and documenting business requirements.
• Create/edit training documentation. 
• Create business test scripts and facilitate User Acceptance testing. 
• Maintain communication with the business on project statuses and issue resolution. 

What You Bring:

• Minimum 5 years experience in a similar role, including 2 years in managing people/teams 
• High quality end-user technical support, related to point-of-sale systems, network, and hardware 
• Experience procuring, deploying, and tracking IT hardware and software assets with industry standard toolsets 
• An in-depth understanding of POS systems, software, networks, and hardware as well as the ability to apply that knowledge to support our POS systems 
• Detailed knowledge of payment systems and the integration that makes them interface with the POS 
• Familiarity with new store opening technology requirements like low-voltage cabling 
• Ability to manage time well, and prioritize multiple projects 
• Must have outstanding communication skills 
• 3 years' supporting a fast-paced retail environment 
• Must have experience with SQL database and be able to create and edit SQL statements 
• Experience using a ticketing system and creating knowledge base articles 
• Strong work ethic

Preferred Qualifications: 

• Experience offering technical support in a retail environment using Oracle’s Xstore and Oracle’s Xadmin 
• Bachelor's degree in Computer Science, Information Technology, System administration, or equivalent experience 
• Experience using and supporting Verifone payment devices, particularly using Tender Retail as middleware 
• Experience supporting a Merchandising department using Aptos