Technical Support Supervisor

2 weeks 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 involves 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 focus on root-cause analysis and a strong emphasis on metrics are essential, as data will guide daily operations and decision-making.

Our Help Desk operates around the clock, so the Help Desk Manager must be prepared to work during weekends and holidays. The standard working hours for this role are 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 from 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 single cloud-based platform. Our organization is driven by values and a mission, believing that strong leadership in strategy, operations, and personnel will propel product innovation and service excellence.

Core Competencies

  • Fostering cohesive teams that leverage diverse skills and perspectives to achieve shared objectives.
  • Providing clear direction, delegating tasks, and eliminating barriers to ensure efficient workflow.
  • Leading by example; setting high standards and expecting accountability 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 seeking information, de-escalations, and corrective actions stemming from ticket escalations.
  • Train support personnel on operational protocols, troubleshooting methods, and new hardware/software.

Qualifications

  • Exceptional interpersonal, verbal, and written communication skills.
  • Strong understanding of technology and concepts related to technical support.
  • Experience in the retail environment, particularly with POS systems and related components.
  • Familiarity with Apple and other mobile applications is advantageous.
  • Desirable experience with POS systems and proprietary software.
  • Minimum of 5 years in an IT call center environment.
  • Experience in call center support roles.
  • 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 in the first year.
  • Year-round summer hours.
  • Tuition reimbursement program.
  • Discounts from the building café.
  • 401(K) plan with a 50% company match (up to 6% of employee contributions).
  • Employee referral incentives.
  • Annual volunteer day.

Work Environment

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

Our collaborative culture encourages in-person interactions, allowing our team to perform at their best. We enjoy monthly gatherings, weekly bagel mornings, access to a state-of-the-art coffee machine, a fully stocked snack pantry, and numerous surprise perks throughout the year.

Diversity and Inclusion Commitment

At KWI, we prioritize cultivating diversity and fostering an inclusive workplace, recognizing its significance to our success. We strive to create an environment where every individual is treated equitably, regardless of their background. We are committed to equal opportunity employment, ensuring no individual is advantaged or disadvantaged based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or veteran status.

We uphold a bias-free environment where harassment is strictly prohibited, respecting cultural diversity and adhering to the laws of the regions in which we operate. We expect all business partners, suppliers, clients, and team members to uphold these values.

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