IT Customer Support Manager

99 Cents Only Stores is a premier deep-discount retailer that primarily carries name-brand consumable and general merchandise.

At 99 Cents Only Stores, LLC, we are recruiting talented individuals for the position of IT Customer Support Manager.

• Directly Responsible for managing, improving and maturing the outsourced Help Desk Operations.
  • Manages team to ensure the phone is answered in a timely manner.
  • Manages team to identify, track and resolve end-user problems.
  • Manages corporate call-tracking system to ensure that all tickets are handled within a timely manner in accordance with SLAs.
  • Review scheduling to optimize Help Desk 24/7 coverage
• This includes but not limited to:
• Ensure Help Desk consistently meet the established SLAs
• Responsible for ensuring Help Desk processes are documented to streamline processes to optimize efficiency
• Prepare procedures and write documentation as required.
• Work with team to find solutions to problems.
• Manage on site Help Desk escalation team responsible for shipping toner, troubleshooting and configuring RF devices, other support escalations from L1 Help Desk
• Manage IT Support related vendors relationships
• Define and manage KPIs on the IT Support Teams performance
• Responsible for directing field technology support & project work for Stores & DCs with Field Services support vendor
• Work closely with Store Operations, Real Estate, Field Services Vendor, TCS Application support and Facilities to ensure IT infrastructure and solution readiness for New Store Openings
• Provide open communication to Sr. Management to keep them apprised on support status issues
• Develops and fosters inter-departmental relationships with IT partners and end-user community
• Responds to and/or handles escalations received from management or customers in a timely fashion, ensuring issue is resolved or escalated to appropriate group

• 3+ years’ experience in supervising/managing customer support in a fast paced environment, preferably retail or grocery environment
• Experience or exposure to working a partner/outsourced IT support environment
• Experience in supporting a Distribution Center
• Experience supporting a POS environment
• Excellent time management and queue management skills.
• Demonstrated organizational skills
• Ability to build strong business relationships with customers, team members and cross functional team members
• Ability to properly prioritize customer requests and incidents with available resources. Ability to assign duties to and assist other desktop support analysts
• Excellent written and verbal communication skills
• Able to match the preferred communication medium to the customer’s need
• Exemplary customer service skills and communication etiquette
• Ability to share expertise to team mates in order to coach them to improve their performance