Retail Help Desk Section Head

The Retail Help Desk Section Head is responsible for leading the help desk team that supports retail operations. This role ensures timely resolution of technical and operational issues, manages service quality, and drives continuous improvement in customer and staff support processes.

Responsibilities:

• Supervise and mentor help desk staff, ensuring high performance and professional development.
• Allocate tasks, monitor workloads, and maintain service-level agreements (SLAs).
• Oversee daily help desk operations for retail stores and back-office systems.
• Ensure prompt resolution of technical issues related to POS systems, retail applications, and hardware.
• Establish and enforce standards for customer support and issue resolution.
• Handle escalated issues and provide guidance to team members.
• Analyze help desk performance metrics and implement improvements.
• Develop and update knowledge base, FAQs, and training materials.
• Coordinate with IT, retail operations, and vendors to resolve complex issues.
• Support rollout of new retail technologies and systems.
• Prepare regular reports on help desk performance, issue trends, and recommendations for management.

Qualifications:

• Bachelor’s degree in IT, Business Administration, or related field.
• 5–7 years of experience in help desk or IT support, with at least 2 years in a supervisory role.
• Strong knowledge of retail systems (POS, ERP, CRM).
• Excellent leadership, communication, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced retail environment.