Retail Data Systems of Wisconsin

POSITION SUMMARY

Under the direction of the Director, Operations, the IT Help Desk Manager provides oversight of the Hospitality Help Desk team and the resources necessary for their success. Coordinates and enhances post sales customer interactions, support and projects. Promotes the department’s values, guiding principles and customer service philosophy.

DUTIES AND RESPONSIBILITIES

• Manages Help Desk team in setting departmental goals and quality standards while meeting project deadlines.
• Recruit, train and support help desk specialists and technicians.
• Establishes individual/team goals and leads the technical and professional development for direct reports.
• Ensures acceptable customer service levels are maintained and delivered in a timely manner.
• Identify and assess areas of improvement, while establishing best practices through the entire technical support process.
• Drive customer support improvement by actively responding to escalated inquiries and customer concerns.
• Develop monthly reporting on the Help Desk team’s productivity and workload to adjust Help Desk staffing levels and support schedules.
• Report on call trends and update team knowledgebase to assure quality support is provided to customers.
• Provide trending information to other departments to refine site installation instructions and training, as well as service equipment resource requirements.
• Reviews support and knowledgebase documents to validate they are current and relevant.
• Work with internal leads and 3rd party partners to ensure Root Cause Analysis is completed and acted upon for all severity 1-2 issues
• Schedules New Store Manager and Go-live support activities are scheduled and completed to Customer timelines.
• Analyzes and contributes to the selection of hardware and software solutions based on our customers needs.
• Assists in achieving financial objectives by contributing to an annual budget, scheduling expenditures, and analyzing variances.
• Practices open and transparent communications with customers, teams, peers, and management.

QUALIFICATIONS

Education

• A bachelor's degree in business, IT, or a related field is preferred.

Experience

• Experience in customer service, sales, or account management
• POS environment including restaurant and/or retail
• Proven work experience in management

Skills and Knowledge

• Advanced knowledge of POS computing environments.
• Hands on experience with help desk contact management and remote-control software.
• Solid technical background with an ability to give instructions to a technical and non-technical audience.
• Customer-service oriented with a problem-solving attitude.
• Excellent written and verbal communications skills.
• Team management skills.
• Good driving record, valid driver’s license and insured. Must be able to travel to customer sites.
• Advanced experience with remote support applications.

Tools and Technology

• Windows based PCs and Networking including tablets, mobile devices, and other wireless equipment.
• Networking equipment including firewalls, routers, and switches.
• Help Desk ticketing systems.
• Google office products

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

• This position requires spending a majority of time sitting or standing and talking and listening, with some walking, reaching and other minor physical activity.
• Lifting or moving objects will be primarily under 25 lbs, with occasions of up to 50 lbs.
• There are no special vision requirements.
• The work environment may contain up to moderate noise (normal retail conditions).
• The work environment will not contain any hazardous environmental conditions.
• No protective clothing or equipment will be necessary in the work environment.

This job description reflects the current assignment of essential functions and is not meant to be all-inclusive or in any way construed as an employment contract. Duties and responsibilities may be assigned or reassigned to this position at any time and may be modified to reasonably accommodate an individual with a disability or for other reasons solely at management’s discretion.

Job Type: Full-time

Pay: From $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan

Ability to Commute:

• Waukesha, WI 53188 (Required)

Work Location: In person