Retail Support Manager

Title: Retail Support Manager

Position: 00303

Location: 7450 Freight Way, Mechanicsville, VA 23116

Salary: $99,000- $128,600

Exemption Status: Exempt

Our Mission

To strengthen the Commonwealth through public safety, education and revenue derived from the responsible regulation and sale of alcoholic beverages.

Our Vision

To bring good spirits and excellent service to Virginia.

Our Values

Accountability—Service—Integrity—Performance Excellence

Join a team of Virginia’s Top Shelf Talent!

The Virginia Alcoholic Beverage Control Authority is seeking a Retail Support Manager. The Retail Support Manager will manage the IT Operations team (Production Support, Configuration Management and Client Services). This position will coordinate the production support calls that come through the applications area and ensure the resolutions are communicated back to the business users. This position will work closely with the Business Application Manager, Project Managers and developers to get timely resolution to production support and operations issues and enhancement requests.

Areas of Responsibility

• Prioritizes and plans work activities based on need of the tasks assigned.
• Develops project work plans for production efforts.
• Ensure that all team members correctly log incident tickets for all issues in tracking tool.
• Provide status reports to management on a regular basis on application status and other metrics.
• Prioritize issues and coordinate the escalation and resolution of major service issues.
• Identifies problems, develops alternatives, coordinates with staff, develops and implements solutions.
• Excellent analytical skills and ability to identify, diagnose and resolve technical issues.
• Identifies and resolves problems in the early stages to reduce loss production or development time.
• Ensure that level 1, 2 and 3 analysts are following correct procedures and assist/mentor the analysts to increase their technical knowledge.
• Displays understanding of enterprise architecture and how systems, interfaces and data relate to each other.
• Adapts to new technologies and uses the technology to increase productivity.

Minimum Qualifications

• Excellent organizational, leadership, decision-making and communication skills.
• Excellent knowledge of ABC’s internal applications.
• Ability to analyze complex processes and understand architectural issues as well as review and test automated systems.
• Ability to communicate well and work independently with minimum supervision.

Preferred Qualifications

• Experienced in analysis, design, development and implementation of automated systems in a multi-tiered environment.
• Graduation from a college or university with course work in information systems or computer science; from a community college or equivalent with course work in information systems or computer programming.
• Associates degree or higher is desired

We offer:

• Excellent work/life balance
• Paid Time Off (PTO) earned every two weeks worked and 14 paid holidays
• Affordable healthcare with employer contributions
• Virginia Retirement System (VRS) benefits
• College Tuition Reimbursement program

Virginia ABC employees are covered under the Commonwealth’s benefits package and VRS. However, authority employees are exempt from the Virginia Personnel Act and the Virginia Public Procurement Act.
The Virginia Alcoholic Beverage Control Authority does not provide sponsorship. We are an equal opportunity employer without regard to sex, race, color, religion, national origin, age, sexual orientation, political affiliation, veteran status or disability. AmeriCorps, Peace Corps, and other national service alumni are encouraged to apply. ABC will provide, if requested, reasonable accommodation to applicants in need of accommodation in order to provide access to the application and/or interview process. The selected candidate must pass a criminal background check.

VA ABC is a Military-Friendly Employer, is V3 Certified, and embraces Diversity, Equity, and Inclusion

For full consideration, all applicants must fully complete all sections of the online application. A resume will not substitute for an incomplete application.

Applicants have rights under Federal Employment Laws: Family and Medical Leave Act (FMLA) Know Your Rights Poster ; and Employee Polygraph Protection Act (EPPA)
We are an equal opportunity employer without regard to sex, race, color, religion, national origin, age, sexual orientation, political affiliation, veteran status, or disability. AmeriCorps, Peace Corps, and other national service alumni are encouraged to apply.

ABC will provide, if requested, reasonable accommodation to applicants in need of accommodation in order to provide access to the application and/or interview process.

All employment offers are contingent upon compliance with Form I-9 completion timeliness and confirmation of employment authorization by E-Verify and criminal history record checks are required prior to employment.

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their Certificate of Disability (COD) provided by a Certified Rehabilitation Counselor within the Department for Aging & Rehabilitative Services (DARS). Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS to get their Certificate of Disability. If you need to get a Certificate of Disability, use this link: DARS or call DARS at 800- 552-5019