IT Support Manager

Description

Job Summary: Leads IT Support operations, coordinating teams and ensuring effective response to technological incidents for a retail chain with over 100 stores. Key Highlights: 1. Lead and coordinate the daily operations of the IT Support team. 2. Key role in continuous improvement of IT services. 3. Evaluate and incorporate new technologies. We seek a leadership-oriented, service-focused professional with solid technical knowledge, capable of ensuring all organizational areas receive the necessary support to operate continuously and efficiently. Your primary challenge will be leading IT Support operations for Headquarters and Stores, coordinating the team, managing the Help Desk, and ensuring effective responses to technology requests and incidents. Additionally, you will play a key role in continuous service improvement, driving procedures, metrics, and new technological solutions to enhance operational efficiency, quality, and continuity. This reflects the original purpose of the position—planning and executing support, infrastructure, and technology services management for the company. What will be your main challenges? Lead and coordinate the daily operations of the IT Support team. Manage and prioritize technology requests from Headquarters and Stores. Administer and monitor the Help Desk, tracking requests and incidents. Supervise hardware and software installations, configurations, maintenance, and updates. Evaluate technological alternatives and infrastructure according to the needs of various departments. Coordinate IT Support activities related to store openings and renovations. Design and implement policies, standards, and procedures to standardize and strengthen support services. Generate records, statistics, and metrics to support decision-making and evaluate department performance. Identify opportunities for process improvement, response time reduction, and service quality enhancement. Evaluate and incorporate new technologies that contribute to improving organizational processes. Lead and develop the team, strengthening their technical competencies and promoting a culture of collaboration, communication, and service orientation. Monitor team goal and objective achievement. Fashion’s Park is a retail chain specializing in family apparel, with over 40 years of history and a presence exceeding 100 stores across Chile. Our mission is to understand our customers and stay close to their needs. Therefore, we offer a proposition combining variety, trends, and affordable prices—designed to accompany the daily lives of thousands of families. Today, we continue growing with a strategy focused on strengthening our diverse business lines and enhancing our offerings, adapting to a dynamic and constantly evolving market. **Mission:** Deliver an experience that exceeds our customers’ expectations. **Vision:** Make people happy; fashion is our way to achieve it. If you want to stay updated on our news, fashion trends, and promotions, follow us on social media: **Instagram:** @Fashions\_park **Facebook:** @tiendasfashionspark X: @Fashions\_Park\_ * ️ YouTube: @TiendasFashionsPark **LinkedIn:** Fashion’s Park Requirements What We Seek? Education **Professionals with degrees in:** Computer Engineering. Computer Systems Engineering. Other disciplines related to Information Technology. Additional training or certifications in technological support, infrastructure, IT service management, or team leadership will be valued. Experience **We seek candidates with:** At least 3 years of experience in similar roles related to IT Support, infrastructure, or technology services. Prior experience leading or managing work teams. Experience managing technology requests and supporting internal end users. Experience in organizations with multiple branches, stores, or operational sites will be valued, given the cross-functional scope of this role between Headquarters and Stores. Key Knowledge and Tools To succeed in this role, the following knowledge is important: System and equipment administration and maintenance. Hardware and software. Operating systems. Databases. Help Desk / Service Desk management. Management of technological incidents and requests. Technical problem diagnosis and resolution. Technological infrastructure. Technology asset management. Development and monitoring of support metrics. Coordination and management of technology vendors. Documentation of IT Support procedures and standards. Benefits National Holidays Bonus (subject to length of service) Christmas Bonus (subject to length of service) Chilean Association of Safety (ACHS) Los Andes Compensation Fund Cafeteria at Headquarters