We are a leading provider of technology solutions for convenience stores (C-stores) and retail businesses, dedicated to enhancing operational efficiency and customer experience. Our company specializes in POS systems and support services tailored to meet the unique needs of our clients.
Position Summary
We are seeking an experienced Help Desk Manager to oversee and optimize our technical support operations. The ideal candidate will have a background in C-store technology and a proven track record of building and managing high-performing teams. This role requires strong leadership skills, technical expertise, and a customer-centric approach to problem-solving.
Key Responsibilities
Establish and lead productive teams within the business infrastructure, including Support Desk, Implementation, Staging, Repair, and Shipping.
Resolve internal issues between teams and foster a collaborative working environment.
Manage a team of 10-15 Support Desk Technicians (onsite, hybrid, remote) providing 24/7 support to over 1300 local business sites.
Provide 3rd level technical support for complex issues escalated from the support desk.
Oversee installers and manage repair and inventory control processes.
Develop customized programs to address client-specific needs within our POS system.
Implement new technologies and tools to enhance training for Support Desk and Implementation Teams.
Secondary Duties
Cultivate and manage vendor relationships to ensure timely and effective support and service.
Handle parts ordering and maintain inventory to support repair operations.
Ensure PCI compliance standards are met within the organization's operations.
Identify and report software defects to software vendors for prompt resolution.
Assist in network administration and system administration tasks as needed.
Requirements
Qualifications and Skills:
Bachelor's degree in Information Technology, Computer Science, or related field preferred.
Proven experience (5 years) managing technical support teams, preferably in a C-store or retail environment.
Strong background in POS systems and C-store technology is highly desirable.
Proficiency in writing customized programs/scripts to enhance POS system functionality.
Excellent problem-solving skills and ability to manage high-pressure situations.
Experience in network administration and system administration tasks.
Exceptional communication and interpersonal skills to collaborate effectively across teams and with external partners.
Knowledge of PCI compliance standards and best practices.
Ability to adapt quickly to new technologies and industry trends.
Benefits
Competitive salary commensurate with experience.
Comprehensive benefits package including health, dental, and vision insurance.
Paid time off and holidays.
Professional development opportunities and ongoing training.
Join our dynamic team and contribute to the success of our clients by delivering exceptional technical support and innovative solutions. If you thrive in a fast-paced environment and are passionate about technology, we want to hear from you! Apply today with your resume and cover letter detailing your qualifications and interest in the position.
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