Manager, IT Support Services

Bring home the world.  The world under one roof -that’s what you’ll find at Cost Plus World Market.  We offer value-oriented home furnishings, decorative accessories, and gourmet food and wine from more than 50 countries. 

 

Our stores have the informal, unhurried ambience of an open-air marketplace in a foreign land.  And we constantly bring in new products from around the world, so our customers know they can always find something new and wonderful for entertaining or relaxing or just plain living.

 

Join our growing retail company.  We value the talents each employee brings to Cost Plus World Market, and highly encourage internal growth opportunities within the organization. 

 

Currently we are looking for a Manager, IT Support Services to join our IT department.

 

General Overview:

The IT Support Services provides leadership and direction to the IT Support Services team. Provide on-going training and support of the Support Analysts to provide high level of customer service to over 295 multi-state company wide locations. Partner with the IT Operations Director to ensure that all department standards are upheld and objectives are accomplished. Responsible for the professional development of the IT Support Services team.

Principal Duties and Responsibilities:

  Plans and develops policies and procedures for carrying out computer operations and IT Support Services

  Monitors IT Support Services reports to ensure timely resolution of user reported problems/issues.

  Oversee the Department Procedural Documentation to ensure it is consistently up to date

  Create awareness of process best practices and drive standardization of processes to maximize team effectiveness and efficiency. Drive the process for employee education.

  Provide company-wide (Store, Corp. & D.C.) level one technical support (problem resolution) and maintenance for all deployed technology (including POS, ISP, Desktop and Network)


Requirements:

  Minimum 3-5 years of Support Services supervisory or call center management experience in a retail environment

  Minimum 5-7 years customer service experience within a technical support environment

  Ability to work a flexible, rotating schedule

  Prior experience with Epicor?s Clientele or similar ticketing system

  Knowledge of ITIL framework for service delivery, preferred

  Knowledge of POS systems, specifically IBM 4690 Retail System

  Knowledge of OS/400 and AS/400 midrange mainframe system including AS/400 system administration, job scheduling software (ROBOT preferred)

 

 

Cost Plus World Market is an equal opportunity employer.

 

No phone calls or agencies please.