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The Ideal Candidate

Provide world class service to Genesco's end users with all aspects of technical support so that business tasks can be accomplished. The Point-of-Sale Service Desk is the first point of contact when issues arise. In addition to core responsibilities, duties include, but are not limited to, providing call handling, leadership, developing and training staff.

How You Will Make an Impact

• Identify trends and problems with day-to-day operations and work with cross-functional teams to resolve issues quickly.
• Facilitate major incident response.
• Maintain the Point-of-Sale Service Desk Knowledge Base; validate applications, services and processes are documented and updated.
• Work with Point-of-Sale Service Desk Technicians to apply available diagnostic utilities to aid in troubleshooting.
• Run daily, weekly, and monthly production and SLA reports to leadership.

Experience and Skills You'll Need to Have

• Bachelor's degree in Computer Science, Information Systems or related field; or equivalent combination of education and experience.
• 5+ years of experience providing technical support.
• 3+ years in a leadership role working with IT or operational teams.
• Inventory management experience.

Preferred Qualifications

• Previous service desk experience.
• Familiarity with ticketing systems for tracking and managing user requests.
• Understanding of service level agreements (SLAs) and the importance of timely issue resolution.

Functional/Technical Competencies

• Knowledge of a wide range of tools, methodologies, and resources to diagnose, troubleshoot, and resolve technical problems.
• Basic documentation skills to record troubleshooting steps and solutions for future reference.
• Demonstrated experience working with Microsoft Office products.
• Strong written and verbal communication skills including technical acumen with the ability to communicate technical concepts to both technical and non-technical people.

Behavioral Competencies

• Ability to troubleshoot and resolve issues using critical thinking skills.
• Must be well-organized, efficient, detail-oriented, and able to work independently and as a member of a team.
• Must possess excellent collaborative and interpersonal skills.

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