Information Technology - Field Services Team Lead

Primary Purpose :

• The Field Services Team Lead will report to the Manager of Field Services. This position will be responsible for providing timely resolution of IT related incidents encountered in our retail locations that impact business operations;
• managing projects such as transition of acquired stores within the guidelines of TCC / WZ's technology standards; managing vendor partners that provide field technical services;

and ensuring technology solutions deployed at the TCC and WZ Retail locations are available, reliable and secure.

Essential Duties :

• Manage and report on Key Performance Indicators identified such as Tier 2 / 3 aged tickets.
• Provide level 2 & 3 technical support for store technology
• Actively monitor Meraki portal for compliance, performance and security.
• Develop policies, procedures to support productivity, compliance and security of field technology.
• Vendor Management for partners providing technology services to the field.
• Procure Internet and phone services in a timely fashion for new and relo stores.
• Manage external technical resources as needed to supplement TCC technical resources on projects.
• Proactively manage local retail technology outages by working with service provider and providing effective communication to store management
• Support and promote the 5 Promises (Care, Drive the Business, Connect, Inspire and Be Authentic)
• Escalation point for internal team(s)
• Maintenance and configuration of IT INFO portion of Service Now
• Configuration of hardware / software for new retail locations
• Ensuring dates are met for delivery and installation of equipment
• Proficiency in performing network issue troubleshooting both on premises and via remote tools
• Including : Configuration of Internet modems, network routers, switches, and VOIP solutions
• Project manage retail IT field services initiatives (including, but not limited to, acquisitions)
• Ability to work independently as well as in a team environment
• Ability to create knowledge base and process documentation
• Proven ability to meet deadlines
• Communication skills both written and verbal
• Ability to work nights / weekends as needed for special projects
• Minimal Travel

Additional Dimensions :

The accomplished individual will possess the following experience :

• Associate's degree and 5+ years of retail technology work experience
• Strong knowledge of the application of the ITIL framework and best practices
• Managed a transformation and ongoing operations of Service Management processes
• Broad understanding and experienced with the services defined in the ITIL framework
• Demonstrated experience in leading complex process improvement and organization change initiatives
• Proven expertise and overall responsibility in customer service and managing the performance of service centers
• Plans and carries out responsibilities with minimal direction
• Must be able to work out of Fishers, IN office

The accomplished individual will have the following attributes :

• Adaptability must adjust quickly to changes in business or IT strategy.
• Negotiation Skills ability to resolve issues, prioritize efforts and manage resources.
• Self-Motivation will take unsolicited actions toward achieving overall objectives.
• Strong Communication strong written and verbal to influence, lead and motivate others.
• Customer Focus Ability to establish strong relationships across all levels of organization.
• Leadership demonstrated leadership capabilities, ability to organize and motivate.
• Strategic & Execution-oriented possesses the ability to balance strategic visions and execution capabilities to deliver results.
• Progressive conceptual, analytical and strategic skills and a vigorous thought process.
• Team Player the ability to sell change effectively and influence others.
• Problem-Solver relentless sense of urgency, strong intellectual horsepower, thorough and insightful with a can do attitude.

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