Manager, IT Operations and Support - GTN Technical Staffing

Large enterprise company is hiring a Manager, IT Operations and Support for a contract-to-hire opportunity in Irving, TX. Must be a local candidate to the DFW area who has experience working in a similar role within the retail industry and understands the store environment. Will work onsite Monday-Wednesday and remote on Thursday and Friday. Critical skills and experience includes:

• ​​​​Experience in a call center type of environment
• Has managed a 24/7 service desk
• Strong customer service experience
• High level technical skillset to troubleshoot
• Has worked for a retailer and understands store environment
• Experience with service management ITIL background (incident mgmt, change mgmt, prob/resolution)
• Service level metrics
• People leadership skills 

Responsibilities:
As the Manager, IT Operations and Support, you will support store technology, including new installs & deployments and digital systems. Will be responsible for smooth delivery of IT system installs with minimal impact to production. This position requires managing relationships with the business stakeholders, application development team, application support team, 3rd Party Vendors and Suppliers.

Execute Projects (Deliver Projects):

• Monitors progress against plan and proactively communicates variances. Can identify subtle issues that could result in major risks.
• Proactively manages the project delivery and approvals with little supervision, resolving action items, issues and risks.
• Owns addressing issues related to scope, schedule, budget, or quality. Is responsible for documenting scope changes.
• Plans and manages quality throughout the project and provides final signoff for deliverables.
• Communicates and works with the construction team for the deployment of new stores, remodels and relocations.
• Plans and coordinates store activities with internal and external vendors for installations, support and direction.
• Collaborate with cross-functional teams including Engineering, Development, Security, and Business units to align operational needs with broader company goals.

​​​​​​​Technical Support & Operations:

• Manage offshore teams and SMEs to ensure consistent user/store support on high severity issues
• Act as contact between the District Manager, Zone Vice Presidents, and Store Managers for handling user/store issues when appropriate.
• Identify chronic trends in reported incidents and work to resolve;process improvements and work with vendors/offshore to enforce
• Monitors External Vendor SLA and has ongoing discussions with Vendor for Vendor performance and escalations
• Drive continuous improvement initiatives in the areas of IT automation, cloud adoption, and operational efficiencies.
• Proactively identify technology trends and improvements that could positively impact operational performance and lead their implementation.
• Evaluate and recommend new technologies, tools, or processes that can enhance operational efficiency while maintaining budgetary constraints

​​​​​​​Leadership:

• Ensures associates roles and capabilities are optimally aligned with the company’s/department’s strategic initiatives.
• Gets results by acquiring the appropriate internal or external resources. Supports team members and empowers them so they can complete their activities in a timely manner and deliver quality results.
• Provides leadership, coaching, development and training to associates

​​​​​​​Vendor Management:

• Assists vendors in developing documentation for step-by-step installation guides.
• Assist in the review and adherence of SLA’s by supplier with respect to Service Desk and call statistics
• Manage vendors by coordinating quarterly updates.
• Closely works with the store team to identify enhancements and modifications that are needed for supporting the store infrastructure.