At GameStop, we are committed to providing exceptional service and delivering the latest and greatest in gaming products to our customers. As a leading global retailer of video games, electronics, and gaming merchandise, we take pride in offering a wide range of products that cater to the needs and desires of gamers worldwide. Our mission is to create unforgettable experiences for our customers by constantly pushing the boundaries of what's possible. Whether you're a hardcore gamer or just starting out, we've got something for everyone. Join us in our mission to shape the future of gaming and bring the best gaming products to the world!
Position Summary
We are seeking a highly skilled and experienced Manager of Retail Technology Operations to lead the support and delivery of hardware, operating systems, and applications critical to the operation of over 2,000 retail locations across the United States. This role is pivotal in ensuring stability, reliability, and continuous improvement of our retail technology ecosystem.
This position sits onsite 5 days per week in Grapevine, Tx.
Key Responsibilities
- Operational Leadership
- Oversee day-to-day support for retail store technology including POS systems, peripherals, and store applications.
- Ensure high availability and performance of store systems through proactive monitoring and incident response.
- Service Management
- Lead Incident Management and Problem Management processes to minimize business disruption and drive root cause analysis.
- Champion Continuous Service Improvement (CSI) initiatives to enhance service quality and operational efficiency.
- Own Configuration Management and Lifecycle Management for store technology assets.
- Team & Vendor Management
- Manage a team of technical support specialists and collaborate with cross-functional teams including infrastructure, applications, and field services.
- Coordinate with third-party vendors and service providers to ensure SLA compliance and timely issue resolution.
- Strategic Planning
- Contribute to long-term planning for store technology upgrades, replacements, and innovation.
- Develop and maintain documentation, runbooks, and knowledge bases to support operational excellence.
- Education & Experience
- Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
- 7+ years of experience in IT operations, with at least 3 years in a managerial role supporting distributed retail environments.
- Technical Skills
- Strong understanding of retail hardware (POS, printers, scanners), operating systems (Windows/Linux), and store applications.
- Familiarity with ITIL practices, especially Incident, Problem, Configuration, and Lifecycle Management.
- Experience with monitoring tools, ticketing systems, and asset management platforms.
- Management experience using BigFix and Microsoft Intune/Endpoint Management
- Threat and vulnerability management experience
- Operational Expectations
- Must be available to work after hours and weekends as needed
- Must participate in an “on-call” rotation and accept calls after hours and on weekends to respond to the needs of a 24x7 support environment
- Leadership & Communication
- Proven ability to lead teams, manage vendors, and communicate effectively with technical and non-technical stakeholders.
- Strong analytical and decision-making skills with a focus on customer service and operational excellence.
- Mentor, lead and develop others to assume advanced roles
- Preferred Experience
- Experience in retail
- Experience with executive support
Full-time store positions at GameStop are also eligible to participate in incentive programs, health benefits, paid time off, 401 (k), employee discount and a casual work environment. Positions at GameStop may also be eligible for a bonus and/or other incentives.