Help Desk Manager

2 months ago

Melville, United States KWI Full time

Help Desk Manager


The Opportunity


The Help Desk Manager is responsible for the oversight and resolution of all Help Desk incidents generated from clients as well as internal teams. The Manager oversees a team of analysts and ensures the team has the proper staffing, tools, resources, and knowledge to troubleshoot reported issues and bring them to resolution. This leader must be root-cause oriented and obsessed with metrics, using data to drive our day-to-day direction and decisions.


Our Help Desk is a 24/7/365 operation, so the Help Desk Manager must be able to work weekends and holidays. The shift for this role would be Monday to Friday from 9am to 6pm.


The Company


We are a small team with a big vision: to be the premier provider of cloud technology solutions for retailers. KWI offers a complete, unified commerce solution from a single database, specifically designed to help specialty retailers grow their business. Our portfolio of customers includes Pandora, David Yurman, Tom Ford and many other globally recognizable brands.

We combine Point of Sale, Merchandising, e-Commerce, CRM, and Loss Prevention into one cloud-based platform. We are a Values and Mission driven organization, and we believe that if we develop and demonstrate leadership in our strategy, operations, and people, we will continue to drive product innovation and service excellence.


As a Help Desk Manager, you excel at the below core competencies


  • Building strong – identity teams that apply their diverse skills and perspectives to achieve common goals
  • Providing direction, delegating, and removing obstacles to get work done
  • Leads by example; models the standard; expects more of self than others
  • Anticipating and adopting innovations in business-building digital and technology applications


The impact you’ll make


  • Provide leadership and guidance to multiple support teams and act as their point of escalation
  • Teach, coach, and mentor analysts in all areas of responsibilities in their respective positions
  • Ensure the teams solicit and expound upon all available information from the customer regarding details of system issues (hardware/software/network) and make every possible attempt to resolve
  • Supervise the identification and escalation of open issues that represent risk
  • Supervise the troubleshooting, diagnosis, and resolution of POS technical issues reported
  • Supervise the restorative and/or maintenance actions where possible to resolve customer issues and follow up for any unresolved problems
  • Serve as the Support Services point of contact for software developers request for information, de-escalations, and corrective action requests which stem from ticket escalations
  • Train support staff on operational procedures, troubleshooting techniques, and new hardware/software


What you will bring


  • You have excellent interpersonal, verbal, and written communications skills
  • You are well-versed in technology and have knowledge of concepts pertaining to technical support
  • You have familiarity with the retail environment (POS and associated components)
  • Familiarity with Apple and/or other mobile applications a plus
  • POS systems and/or proprietary software experience strongly desired
  • 5+ years’ experience working in an IT call center environment
  • Experience in call center support scenarios
  • 3+ years experience managing call center teams
  • Schedule flexibility, with the ability to work holidays and weekends


As a member of the KWI team you will receive


  • Full Medical, Dental and Vision
  • 4 weeks of PTO in your first year
  • Summer Fridays....all year round
  • Tuition Reimbursement
  • Discount from building café
  • 401(K) with a 50% company match (up to 6% of employee contribution)
  • Employee Referral Program
  • Volunteer day each year


Our work space


We understand that our teams need flexibility, which is why we follow a hybrid schedule. Our in-office days of Monday, Tuesday and Thursday, and employees are allowed to work remotely on Wednesdays and Friday.


We are also a collaborative group and believe that getting together in person allows our team to do their best work. Together we enjoy monthly events, bagels every Thursday, a state-of-the-art coffee machine, a full snack pantry and many more surprise and delight moments throughout the year.


Our commitment to you


At KWI, we know that cultivating diversity and fostering an inclusive work environment is critical to our impact and success. We create an environment where no individual is advantaged or disadvantaged because of their background. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.


With a commitment to maintaining a bias-free environment in which harassment is prohibited, we respect cultural diversity and comply with the laws of the places in which we operate. We expect our business partners, suppliers, clients, and all our team members to uphold these commitments.

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