Sr. Team Lead Retail Tech Services

Job offer

Retail Tech Services Sr. Team Lead

We are seeking an experienced and proactive Retail Tech Services Sr. Team Lead to lead our 1st level support team, focusing on systems used by point of sales and sales forces. The successful candidate will be responsible for ensuring the smooth operation and quality support of software & hardware in direct and indirect retail.

Key Responsibilities

Team Leadership: Lead and guide the 1st level support team, providing strong mentorship and ensuring high-quality support for our retail systems.

Vendor management: Oversee external service providers who deliver software & hardware support for retail, ensuring quality and reliability of service.

Collaboration with Call Center: Work closely with the call center, which serves as the single point of contact for point of sales and the sales force on technical and system issues, to resolve cases and escalate where necessary, including quality monitoring.

User Access Management: Maintain oversight of the roles required for system access and usage, including password resets, setup of new point of sales and user account creation. Ensure timely provision and updates of system access to support smooth operations and security. Take responsibility for testing and quality assurance within retail systems to maintain optimal functionality.

Hardware Management: Responsibility for managing hardware essential for store operations, ensuring functionality, coordinating repair or replacements, and overseeing updates.

Cross-Functional Communication and Fieldwork: Manage central communication within the Commercial team, ensuring that relevant updates and information about retail systems are shared accurately and in a timely manner. Regularly engage and collaborate with other teams within the organization to align on support needs, processes and improvements. Conduct occasional field visits to identify, test and resolve issues directly in point of sales.

Budget Management: Manage and optimize the support budget to ensure cost-effectiveness and efficient allocation of resources.

Qualifications

• Strong background in system support, ideally within retail or commercial environments.
• 3+ years experience in leading a support team, managing vendors and working in a cross-functional role.
• Excellent communication skills with the ability to manage and prioritize multiple tasks, fluent Czech and advanced English (B2+ level).
• Strong analytical skills with experience in data analysis to drive decisions.
• Experience in budget management.
• Familiar ticketing systems (for example JIRA/Confluence or other)

What We Offer

• Flexible working hours / home office options
• 25 vacation days + 4 health days
• Holiday allowance (summer/winter), Benefit Café points - 15000, Multisport card, meal voucher
• Life and accident insurance, pension plan with company contribution.
• If you are a solution-oriented with a passion for enhancing system performance and customer support, we encourage you to apply!