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Technical Support Supervisor

2 months ago

Melville, New York, United States KWI Full time

Help Desk Manager

Position Overview

The Help Desk Manager plays a crucial role in overseeing and resolving all Help Desk incidents that arise from both clients and internal teams. This position is responsible for managing a team of analysts, ensuring they are equipped with the necessary staffing, tools, resources, and expertise to effectively troubleshoot and resolve reported issues. A strong focus on root-cause analysis and metrics is essential, as data will guide daily operations and strategic decisions.

As our Help Desk operates around the clock, the Help Desk Manager must be prepared to work during weekends and holidays. The typical schedule for this role is Monday to Friday from 9 AM to 6 PM.

About KWI

KWI is a dynamic organization with a vision to be the leading provider of cloud technology solutions tailored for retailers. We offer a comprehensive, unified commerce solution built on a single database, specifically designed to empower specialty retailers in expanding their business. Our esteemed clientele includes renowned brands such as Pandora, David Yurman, and Tom Ford.

We integrate Point of Sale, Merchandising, e-Commerce, CRM, and Loss Prevention into a singular cloud-based platform. Our organization is driven by values and a mission, believing that strong leadership in strategy, operations, and personnel will foster continuous product innovation and exceptional service.

Core Competencies

  • Fostering cohesive teams that leverage diverse skills and perspectives to achieve shared objectives.
  • Providing clear direction, delegating tasks, and eliminating barriers to productivity.
  • Leading by example; setting high standards and expecting excellence from oneself and others.
  • Proactively embracing and implementing innovations in digital and technological applications that enhance business operations.

Key Responsibilities

  • Offer leadership and support to multiple assistance teams, serving as their primary escalation point.
  • Educate, coach, and mentor analysts in their respective roles and responsibilities.
  • Ensure teams gather comprehensive information from customers regarding system issues (hardware/software/network) and strive for resolution.
  • Oversee the identification and escalation of open issues that pose risks.
  • Supervise the troubleshooting, diagnosis, and resolution of technical issues related to POS systems.
  • Manage restorative and maintenance actions to resolve customer issues and follow up on any outstanding problems.
  • Act as the liaison for software developers regarding requests for information, de-escalations, and corrective actions stemming from ticket escalations.
  • Train support staff on operational protocols, troubleshooting methods, and new hardware/software.

Qualifications

  • Exceptional interpersonal, verbal, and written communication skills.
  • Strong technical knowledge and understanding of concepts related to technical support.
  • Experience in the retail environment, particularly with POS systems and associated components.
  • Familiarity with Apple and/or other mobile applications is advantageous.
  • Prior experience with POS systems and/or proprietary software is highly desired.
  • A minimum of 5 years of experience in an IT call center environment.
  • Experience in call center support scenarios.
  • At least 3 years of experience managing call center teams.
  • Flexibility in scheduling, with the ability to work during holidays and weekends.

Employee Benefits

  • Comprehensive Medical, Dental, and Vision coverage.
  • Four weeks of Paid Time Off (PTO) in the first year.
  • Year-round summer hours.
  • Tuition Reimbursement opportunities.
  • Discounts from the on-site café.
  • 401(K) plan with a 50% company match (up to 6% of employee contributions).
  • Employee Referral Program.
  • One volunteer day each year.

Work Environment

We recognize the importance of flexibility for our teams, which is why we implement a hybrid work schedule. In-office days are Monday, Tuesday, and Thursday, while employees have the option to work remotely on Wednesdays and Fridays.

Our collaborative culture encourages in-person interactions, allowing our team to perform at their best. We enjoy monthly events, bagels every Thursday, access to a state-of-the-art coffee machine, a fully stocked snack pantry, and many other delightful surprises throughout the year.

Commitment to Diversity

At KWI, we are dedicated to cultivating diversity and fostering an inclusive workplace. We strive to create an environment where no individual is advantaged or disadvantaged based on their background. We offer equal opportunity employment, irrespective of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.

We are committed to maintaining a bias-free environment where harassment is not tolerated, respecting cultural diversity, and adhering to the laws of the regions in which we operate. We expect our business partners, suppliers, clients, and all team members to uphold these commitments.