In-Store Technology Team Leader
Role Responsibility
What is the role?
We have an exciting opportunity for a Team Leader to join our team. In this role you will be responsible for leading the In-Store support teams across our 3 regional stores; Trafford, Manchester Exchange and Birmingham. You will have excellent retail experience, excellent communication and stakeholder management skills with a technical background s you are able to get hands on when needed. You will play a key role in enabling the success of our regional stores through facilitating a high level of Tech service.
What will you do?
Accountable for all store related incidents and requests
Accountable for all EUC support within the store including JML processes
Liaise and coordinating with project teams to facilitate successful delivery of projects
Key stakeholder management including senior store leadership
Lead, mentor and direct a team of Instore Analysts to successfully support 3 regional stores
Collaborate with central teams to standardise and simply processes and ways of working
Support the development of the team, including training and supporting with career pathways
Responsible for working with key stakeholders to establish a proactive approach to supporting the store
Manage rotas across all 3 stores to ensure sufficient cover
Accountable for keeping knowledge bases updated and accurate
Supporting the Major Incident team with store major incidents to ensure service is restored and quickly as possible
Be an escalation point for any Tech issues across all stores and a coordination point for central teams for all store related Tech activity
·Work with peers to support the development and enhancement of the Service Operations team
Able to step in and support store related tasks as an engineer when required
Accountable for the asset management of all technical hardware within the stores
The Ideal Candidate
How you’ll do it…you will have:
Experience of working within a Retail (store) environment
People leadership skills
Proficient technical knowledge across, till/store support, Windows, MDM, networking, printers, scanners etc
Able to coach and lead a team
Strong stakeholder management skills
Experience of implementing ways of working, creating, and updating processes across the organisation
Shows aptitude for analysing and managing problems arising from incidents
Experience managing rotas and team schedules
Strong experience of delivering IT service quality
Experiencing working within a large organisation, working with internal and third party supplier
Experience of using Jira is preferable
On top of that, you’ll be someone who is:
Ability to work well under pressure and lead teams
Ability to think logically, analyse situations and problem solve
Ability to effectively challenge when appropriate
Excellent communication and organisation skills
You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
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