IT Manager - Support Services
This job is no longer available
There are still lots of open positions. Let's find the one that's right for you.
About The Position
The IT Manager - Support Services at Batteries Plus is a pivotal role responsible for ensuring that software and services operate effectively and efficiently. This position oversees a dedicated team that provides first-tier support for store applications and point of sale (POS) systems. The IT Manager will be tasked with analyzing and resolving issues reported by enterprise application users and customers, ensuring that the root causes of application system failures are identified and addressed to prevent future occurrences. This role also involves collaborating with Product Owners and Business Analysts to review backlog items assigned to the IT Applications Support Team, thereby ensuring that business and system changes are effectively managed. In addition to application support, the IT Manager will focus on improving, streamlining, and standardizing business application support processes. This includes developing and implementing operational policies regarding how problems are identified, documented, and resolved. The IT Manager will establish and manage service-level agreements for escalated support incidents and oversee the configuration and setup process for new stores, ensuring timely installation of hardware, software applications, and credit card processing systems. Monitoring call databases and analyzing trends in service requests will also be key responsibilities. The IT Manager will take ownership of service requests from associates, stores, and warehouses, developing service metrics and KPIs to provide stakeholders with insights into service performance. People leadership is a critical aspect of this role, as the IT Manager will be responsible for coaching team members, providing daily workload guidance, and holding the team accountable for performance metrics. Mentorship and technical guidance will also be provided to other IT associates, fostering a collaborative and high-performing team environment.
