IT Manager - Support Services - Batteries Plus

The IT Mgr-Support Services is responsible for ensuring software and services remain running effectively and efficiently. Oversee a team providing 1st tier support for store applications and point of sale (POS) systems.

Essential Responsibilities

Application Support Development

• Analyze and resolve problems reported through enterprise application users and customers.
• Identify and analyze the impact of business and system changes.
• Work with Product Owners and Business Analysts to review backlog items assigned to the IT Applications Support Team.
• Ensure that the root causes of application systems failures are identified and the appropriate actions /escalations are taken to prevent a recurrence.
• Educate other technical and business team members on agile methodology.

Retail Systems Application Support

• Improve, streamline, and standardize business application support processes.
• Develop, implement and/or improve operational policies and processes regarding how problems are identified, received, documented, distributed, and corrected.
• Establish and manage service-level agreements for escalated support incidents.
• Manage the use of store applications; support all technology acquired or developed to ensure best practices of the stores and the system.
• Effectively manage New Store configuration and setup process to ensure timely setup of hardware, software applications, and credit card processing.
• Monitor call database. Analyze call and problem trends.

Service Management

• Take ownership of service requests for associates, stores, and warehouse
• Develop service metrics and KPIs. and provide to stakeholders.
• Manage requests from associates and escalations from store support
• Demonstrate that the service requests are well managed and service is delivered within SLAs

People Leadership

• Develop and coach team members through feedback and performance management.
• Provide daily workload guidance and oversight to team activities.
• Hold team accountable through communication of metric expectations and individual performance.

• Provide mentorship, training, and technical guidance to other IT associates

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, System Administration, or related field of study, or equivalent work experience or 7+ years of system administration experience
• Understand Microsoft Office and applications.
• Prior exposure to Google GSuite is necessary.
• Previous experience with Antivirus platform management and agent deployment.
• Must be organized and familiar with task management tools such as Asana.
• Experience with Google Cloud Platform and Azure is a big plus.
• Strong organizational skills with a sense of urgency. Ability to independently handle multiple projects/tasks.
• Strong customer service focus. Responsibility to work autonomously, collaboratively, and in a team environment. Strong interpersonal and relationship-building skills.

Physical Requirements / Work Environment

The physical demands required to perform the essential responsibilities of this position are as follows. Reasonable accommodations, if necessary and/or as required by law, will be made available.

• The position requires the employee to regularly sit, use hands to handle or touch, talk, hear, and occasionally lift up to twenty-five pounds
• Special vision requirements include close vision
• This position requires regular use of a computer, copier, fax machine, and other standard office equipment
• The level of noise in the office-working environment is quiet

Affirmative Action / EEO Statement

It is the policy of Batteries Plus to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law.