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Director, Retail IT Support Services
2 months ago
Key Responsibilities:
- Oversee customer support services and resources to maintain customer satisfaction and enhance operational efficiencies.
- Conduct quality assurance audits and continuous improvement to ensure all user requests are properly recorded and resolved.
- Develop and manage the capability of staff to meet current and future staffing needs.
- Establish service level agreements with third-party vendors and manage incidents and escalations.
Job Summary:
As the Director of Retail IT (Customer Support & Services) at Focus Brands, you will lead a team providing technical assistance and support for store point of sale systems, hardware, software, and integrated devices. Define best practices to ensure high-quality service delivery and regulatory compliance. Manage a team of managers, technical leads, and technicians in multiple global geographies. Monitor key performance indicators and metrics for service delivery performance.
Travel Requirements:
- May be required to travel up to 25% of the time.