Worldwide Golf
Overview
We’re looking for an experienced IT Operations Manager to lead and optimize daily IT operations across our retail, warehouse, and corporate environments. This role oversees a team of three IT professionals (both onsite and offsite) and ensures the reliability, responsiveness, and efficiency of our helpdesk systems. The ideal candidate has 5+ years of IT leadership experience with prior experience in retail or a similar multi-location environment (hospitality, restaurants, etc.) with strong POS skills. Key Responsibilities
Point of Sale (POS) System Support POS migration from Retail Pro to GK Oversee POS hardware and software lifecycle management, including rollout, configuration, and patching Lead POS implementation projects for new store locations Manage integrations between POS, payment processing, back-office systems, and network infrastructure Develop and document standard operating procedures (SOPs) for store-level troubleshooting, system resets, and connectivity issues Monitor transaction reliability, system latency, and downtime reporting, and partner with Finance/Store Ops to resolve POS-related discrepancies Team Leadership & Scheduling
Supervise a team of three IT support staff across multiple locations and shifts Develop and maintain team schedules to ensure consistent coverage Mentor and train team members to deliver exceptional support service and help them grow their career with Worldwide Golf Helpdesk Operations
Oversee L1, L2, and L3 support functions for store, warehouse, and corporate users Implement and manage helpdesk KPIs (response time, resolution rate, SLA compliance, etc.) Ensure timely ticket resolution, root cause analysis, and documentation of recurring issues Process & Documentation
Build and maintain Standard Operating Procedures (SOPs) for all IT support and infrastructure processes Establish robust documentation practices to improve efficiency, consistency, and scalability Collaborate with technology, infrastructure, and store operations teams to align on system improvements and incident response protocols Qualifications
5+ years in an IT leadership/managerial role is required Experience in retail or similar multi-location, brick-and-mortar industry (restaurant, hospitality, etc.) is required Strong experience with POS systems required (GK is a plus, but not required) Proficient in helpdesk management software (HappyFox, ServiceNow, Jira, Zendesk, etc.) is required Strong background in building SOPs, documentation, and continuous improvement Bachelor’s degree in Computer Science or related field is a plus, but not required Availability for a fully in-office schedule (40-45 hours per week) with occasional after-hours and weekend work is required The pay range for this position is $80,000 - $130,000 per year. Individual starting rate within this range may depend on geography, experience, expertise, and education/training Location & Company Details
Location: Worldwide Golf HQ, Santa Ana, CA (fully onsite) Reports To: Director of IT Operations Location breadth: Worldwide Golf operates over 95 stores in 25+ states and an expanding ecommerce portfolio
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We’re looking for an experienced IT Operations Manager to lead and optimize daily IT operations across our retail, warehouse, and corporate environments. This role oversees a team of three IT professionals (both onsite and offsite) and ensures the reliability, responsiveness, and efficiency of our helpdesk systems. The ideal candidate has 5+ years of IT leadership experience with prior experience in retail or a similar multi-location environment (hospitality, restaurants, etc.) with strong POS skills. Key Responsibilities
Point of Sale (POS) System Support POS migration from Retail Pro to GK Oversee POS hardware and software lifecycle management, including rollout, configuration, and patching Lead POS implementation projects for new store locations Manage integrations between POS, payment processing, back-office systems, and network infrastructure Develop and document standard operating procedures (SOPs) for store-level troubleshooting, system resets, and connectivity issues Monitor transaction reliability, system latency, and downtime reporting, and partner with Finance/Store Ops to resolve POS-related discrepancies Team Leadership & Scheduling
Supervise a team of three IT support staff across multiple locations and shifts Develop and maintain team schedules to ensure consistent coverage Mentor and train team members to deliver exceptional support service and help them grow their career with Worldwide Golf Helpdesk Operations
Oversee L1, L2, and L3 support functions for store, warehouse, and corporate users Implement and manage helpdesk KPIs (response time, resolution rate, SLA compliance, etc.) Ensure timely ticket resolution, root cause analysis, and documentation of recurring issues Process & Documentation
Build and maintain Standard Operating Procedures (SOPs) for all IT support and infrastructure processes Establish robust documentation practices to improve efficiency, consistency, and scalability Collaborate with technology, infrastructure, and store operations teams to align on system improvements and incident response protocols Qualifications
5+ years in an IT leadership/managerial role is required Experience in retail or similar multi-location, brick-and-mortar industry (restaurant, hospitality, etc.) is required Strong experience with POS systems required (GK is a plus, but not required) Proficient in helpdesk management software (HappyFox, ServiceNow, Jira, Zendesk, etc.) is required Strong background in building SOPs, documentation, and continuous improvement Bachelor’s degree in Computer Science or related field is a plus, but not required Availability for a fully in-office schedule (40-45 hours per week) with occasional after-hours and weekend work is required The pay range for this position is $80,000 - $130,000 per year. Individual starting rate within this range may depend on geography, experience, expertise, and education/training Location & Company Details
Location: Worldwide Golf HQ, Santa Ana, CA (fully onsite) Reports To: Director of IT Operations Location breadth: Worldwide Golf operates over 95 stores in 25+ states and an expanding ecommerce portfolio
#J-18808-Ljbffr