IT Operations Manager

WORLDWIDE GOLF SHOPS LLC • CA

77d • $80,000 - $130,000

About The Position

We’re looking for an experienced IT Operations Manager to lead and optimize daily IT operations across our retail, warehouse, and corporate environments. This role oversees a team of three IT professionals (both onsite and offsite) and ensures the reliability, responsiveness, and efficiency of our helpdesk systems. The ideal candidate has 5+ years of IT leadership experience with prior experience in retail or a similar multi-location environment (hospitality, restaurants, etc.) with strong POS skills.

Requirements

• 5+ years in an IT leadership/managerial role is required
• Experience in retail or similar multi-location, brick-and-mortar industry (restaurant, hospitality, etc.) is required
• Strong experience with POS systems required (GK is a plus, but not required)
• Proficient in helpdesk management software (HappyFox, ServiceNow, Jira, Zendesk, etc.) is required
• Strong background in building SOPs, documentation, and continuous improvement
• Availability for a fully in-office schedule (40-45 hours per week) with occasional after-hours and weekend work is required

Nice To Haves

• Bachelor’s degree in Computer Science or related field is a plus, but not required

Responsibilities

• Support POS migration from Retail Pro to GK
• Oversee POS hardware and software lifecycle management, including rollout, configuration, and patching
• Lead POS implementation projects for new store locations
• Manage integrations between POS, payment processing, back-office systems, and network infrastructure
• Develop and document standard operating procedures (SOPs) for store-level troubleshooting, system resets, and connectivity issues
• Monitor transaction reliability, system latency, and downtime reporting, and partner with Finance/Store Ops to resolve POS-related discrepancies
• Supervise a team of three IT support staff across multiple locations and shifts
• Develop and maintain team schedules to ensure consistent coverage
• Mentor and train team members to deliver exceptional support service and help them grow their career with Worldwide Golf
• Oversee L1, L2, and L3 support functions for store, warehouse, and corporate users
• Implement and manage helpdesk KPIs (response time, resolution rate, SLA compliance, etc.)
• Ensure timely ticket resolution, root cause analysis, and documentation of recurring issues
• Build and maintain Standard Operating Procedures (SOPs) for all IT support and infrastructure processes
• Establish robust documentation practices to improve efficiency, consistency, and scalability
• Collaborate with technology, infrastructure, and store operations teams to align on system improvements and incident response protocols

Benefits

• M/D/V benefits
• 401(k) matching
• Employer HSA contribution
• Paid time off with increasing tiers
• Strong employee discount on merchandise

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees