Insight Global is looking for a Retail Incident Support Manager to join a high-end cosmetics company for a contract opportunity. This person will be responsible for monitoring and tracking the performance and service-levels of the retail support MSP's. In doing so, they will be partnering with the business and operations team to drive prioritization and consistencies in incident management and support as well as facilitating daily app support scrums in order to provide guidance and support to the MSP teams. This person will be responsible for handling the operational management aspect of Level 2 support and partnering with the outsourced vendor to enhance the current processes in place. The ideal candidate should have POS knowledge, retail support and operational management in the retail/luxury space. This role is a contract opportunity that will start off as a 6-month contract and extend into a long term role with potential of conversion.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
HR@insightglobal.com.
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· Experience with operational management over a support team
· 4+ years of experience working within the retail incident/problem support space
· Experience working within ServiceNow
· Experience measuring success by working with KPI's
· Experience with support processes, monitoring SLA's and reviewing status updates
· Experience in retail, luxury or CPG industry
· Extremely detail oriented, process driven and organized to act as a liaison between support team and business units
· Experience managing a POS system
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.