Retail Technical Support Manager

3 weeks ago


New York, New York, United States Reformation Full time
Retail Technical Support Manager

Reformation is seeking a highly skilled and motivated Retail Technical Support Manager to join our team. As a key member of our Staff Technology department, you will be responsible for providing exceptional technical support to our internal customers, as well as helping to assign and manage daily workload of requests.

Key Responsibilities:
  • Provide technical support to Reformation employees for all of their tech-related issues.
  • Train employees on technical processes and procedures.
  • Produce clear and informative documentation on technical processes.
  • Learn processes and workflows between and within departments that rely on technology, and look for opportunities for improvement.
  • Troubleshoot technical issues within the retail store environment, including hardware and connectivity issues.
  • Prepare new stores with hardware and networking, validating cable and server installations.
  • Participate in the development of templates and playbooks for new store openings.
  • Participate in the development of a knowledge base for troubleshooting retail store issues.
  • Participate in coverage of the helpdesk.
  • Travel to stores when required to troubleshoot or set up technical issues.
Requirements:
  • Minimum 5+ years of work experience in related fields.
  • Experience supporting employees in a Mac/Windows environment.
  • Ability to explain technical issues to a non-tech audience.
  • Experience with an LDAP system working with user and group rights on shared files.
  • Good time management skills.
  • Understanding of networking.
  • Experience providing excellent customer service working with employees and vendors in a service/support capacity.


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