Manager, RSSD
Core
Provide day-to-day operational oversight of the Retail Store Support Desk (RSSD), managing service desk performance, staffing, ticket flow, and incident resolution for retail store technologies.
Role type
Senior IC Manager, IT Operations/Service Desk
Builds
Operational stability and service delivery for retail store technologies (POS, self-checkout, store systems, mobility, dealer-facing applications)
Domain
Retail technology and IT operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
ITIL, incident response, problem management, operational governance, workforce management, service level optimization, quality assurance, knowledge management, process improvement, vendor management, executive communication, stakeholder management
Preferred skills
Retail technology support experience (POS, self-checkout, store systems, mobility, dealer-facing applications), large-scale operational transformation leadership
Technologies
POS, self-checkout, store systems, mobility, dealer-facing applications
Responsibilities
Own service desk performance, staffing, ticket flow, queue management, and SLA achievement; Manage after-hours escalation processes and operational coverage; Lead contact center agents, supervisors, team leads, analysts, and specialized support functions; Manage hiring, onboarding, scheduling, coaching, performance management, and workforce planning; Drive operational improvement actions and monitor key service metrics; Coordinate with infrastructure, application, vendor, and support teams to restore service; Lead transition planning for new projects and store technology rollouts
Seniority
Senior, hands-on IC with leadership responsibilities
