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Stores Technology Manager

Las Vegas, Nevada

What You'll Do:

  • Manage & support retail business processes and functionality focused but not limited to Point of Sale front- and backend application and systems. 
  • Manage and grow a team of analysts and external helpdesk. Monitor daily support and endpoint services activities including ticket queues and escalations. 
  • Implement and maintain asset tracking of store systems hardware. 
  • Forecast and procure hardware and software license needs based on new store openings and break/fix rates.  
  • Manage projects within a geographically distributed network of stores, coordinating hardware staging, delivery, installation, and support. 
  • Interface with the other teams within IT to ensure the needs of internal customers are exceeded. 
  • Support store opening, closing, and relocation efforts from an IT perspective. 
  • Integrate and implement new processes and solutions into the existing system landscape.  
  • Report support desk KPIs weekly, monthly, and annually. Partner with L1 Helpdesk to maintain acceptable KPI’s.  
  • Analyze and help solve application or configuration issue trends.  
  • Manage and monitor system communication. 
  • Assist in gathering and documenting business requirements.  
  • Create/edit training documentation. 
  • Create business test scripts and facilitate User Acceptance testing. 
  • Maintain communication with the business on project statuses and issue resolution. 

Job Requirements

What You Bring:

  • Minimum 5 years experience in a similar role, including 2 years in managing people/teams 
  • High quality end-user technical support, related to point-of-sale systems, network, and hardware 
  • Experience procuring, deploying, and tracking IT hardware and software assets with industry standard toolsets 
  • An in-depth understanding of POS systems, software, networks, and hardware as well as the ability to apply that knowledge to support our POS systems 
  • Detailed knowledge of payment systems and the integration that makes them interface with the POS 
  • Familiarity with new store opening technology requirements like low-voltage cabling 
  • Ability to manage time well, and prioritize multiple projects 
  • Must have outstanding communication skills 
  • 3+ years' supporting a fast-paced retail environment 
  • Must have experience with SQL database and be able to create and edit SQL statements 
  • Experience using a ticketing system and creating knowledge base articles 
  • Strong work ethic  

Preferred Qualifications: 

  • Experience offering technical support in a retail environment using Oracle’s Xstore and Oracle’s Xadmin 
  • Bachelor's degree in Computer Science, Information Technology, System administration, or equivalent experience 
  • Experience using and supporting Verifone payment devices, particularly using Tender Retail as middleware 
  • Experience supporting a Merchandising department using Aptos 

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