Team Lead, IT Marketing Sys

Team Lead, IT Marketing Sys

This position is responsible for managing the day-to-day activities and development of IT Marketing Support team members as well as managing the resolution for all escalated technical issues within the Marketing systems. Manage SLA's, incident, and problem management through the use of KPI's. Additional responsibilities include technical leadership, mentoring other team members, documentation, vendor management, and leading projects.

Essential Duties and Responsibilities

• Manage, coordinate, motivate, and monitor day-to-day activities of the team for technical issues, support, and requests.
• Work directly with business partners, application development and infrastructure teams to document and prioritize resolution for recurring problems.
• Establish a cross-training and knowledge transfer processes for team members.
• Facilitate the Critical Incident Resolution process to ensure proper escalations during the event and schedule the Correction of Errors meeting following the event.
• Maintain policies and procedures to support IT production Marketing systems.
• Manage the status updates, reporting and KPI's for IT and the business.
• Evaluate, train and transfer recurring repeatable support processes to Tier 1 teams.

Required Qualifications

Experience: 6+ plus years of experience in technical support or development in a fast-paced retail environment, with applicable knowledge of application and database interfaces, email, network and system monitoring software, application development software and operating system software. 1 year of leadership experience preferred. Retail experience preferred.

Education: Bachelor's degree in Computer Science or a related field from an accredited college or university is preferred. Any suitable combination of education and experience will be considered.

Platform knowledge (UNIX, Linux, Windows): Ticket Management System (ex: Service Now), UNIX, Linux, Windows, cloud, and SaaS solutions

Preferred Knowledge, Skills or Abilities

• Demonstrated experience driving issue resolution, system stability, and operational efficiency.
• Strong knowledge of retail business processes.
• Strong knowledge of marketing and retail customer technologies (ecommerce, POS, etc.) is preferred
• Strong knowledge of interfacing and integration methodologies such as SAP IDOCs, BDocs, and APIs
• Strong planning and organization skills.
• Strong knowledge of database and SQL concepts.
• Strong understanding of operations and business correlation.
• Strong written and verbal communication skills.
• Superior ability to work independently and manage workload prioritization to deliver high quality work products on time and with minimal direction.
• Ability to develop new problem-solving approaches and formulate innovative solutions.

Working Conditions

• Normal office working conditions
• Must be able to work some nights and weekends
• Occasional travel required

Physical Requirements

• Sitting
• Walking
• Standing (not walking)
• Kneeling/Stooping/Bending
• Reaching overhead
• Lifting up to 50 pounds

Disclaimer

This job description represents an overview of the responsibilities for the above referenced position. It is not intended to represent a comprehensive list of responsibilities. A team member should perform all duties as assigned by his/ her supervisor.

Company Info

At Tractor Supply and Petsense by Tractor Supply, our Team Members are the heart of our success. Their dedication, passion, and hard work drive everything we do, and we are committed to supporting them with a comprehensive and accessible total reward package. We understand the evolving needs of our Team Members and their families, and we strive to offer meaningful, competitive, and sustainable benefits that support their well-being today and in the future. Our benefits extend beyond medical, dental, and vision coverage, including company-paid life and disability insurance, paid parental leave, tuition reimbursement, and family planning resources such as adoption and surrogacy assistance, for all full-time Team Members and all part-time Team Members. Part time new hires gain eligibility for TSC Benefits by averaging at least 15 hours per week during their 90-day lookback period. The lookback period starts the first of the month following the date of hire. If the 15-hour requirement was met, the benefits eligibility date will be the first day of the month following 4 months of continuous service.