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