Service Corporation International · 1 day ago
POS Applications Support Manager
Houston, TX
Full-time
Onsite
Mid, Senior Level
4+ years expService Corporation International is dedicated to celebrating lives and their associates. The POS Applications Support Manager will manage the HMIS Help Desk and Sales Applications Help Desk, ensuring efficient operations and providing top-notch support to callers.
CommercialFamilyFuneralsService Industry
Responsibilities
Manages business issues and challenges of the two Help Desk organizations (HMIS Help Desk and Sales Applications Help Desk), industry, and works to identify solutions
Identifies Help Desk Team's strengths and weaknesses and suggests areas of improvement to business processes along with possible solutions
Reviews Help Desk business processes and makes recommendations and proposed solutions as necessary
Ensures the two Help Desk teams identify, track, report on issues captured in HEAT tickets and are resolved in a timely manner
Works with field management and Corporate Office teams to identify required changes to the Help Desk teams’ processes
Communicates needed changes to Help Desk teams
Works directly with the three Help Desk supervisors on a daily basis to ensure customers are getting the proper support
Responds to caller complaints and inquiries as needed
Responds to urgent issues on the weekends as necessary by getting the right teams involved
Works with the Director of Business Applications Support to create budgets for the two Help Desk teams
Generates reports as needed to review issues with systems and look at the HEAT tickets that were created for the issues
Helps define service level agreements with escalation Product Team Owners and adjusts them as needed
Ensures teams have the proper licenses and equipment necessary to perform their jobs including licenses to record calls, a knowledge base, customer service training, etc
Ensures new Help Desk team members are trained and helps with onboarding
Constructively address issues and provides tangible and appropriate feedback to staff
Responsible for screening candidates (internal and external) and hiring or promoting a skilled and effective staff
Establish pay, recommend pay increases, and career advancements
Qualification
Required
High school diploma or equivalent
Four (4) years of experience managing a Help Desk/Call Center or a related field
Experience managing and motivating associates
Ability to work weekends as needed
Extensive knowledge of the various applications that the two help desk teams support
Demonstrated understanding of the relationships between various IT applications and systems
Ability to develop creative solutions to problems
Demonstrated ability to seek alternatives, new ideas, and/or approaches to problems
Good communication skills
Ability to motivate others and provide innovative solutions for team improvement
Demonstrated advanced proficiency with the Microsoft Office Suite 2016 (especially with Project and Visio)
Preferred
Bachelor's degree in Management Information Systems or related discipline
Company
Service Corporation International
Service Corporation International (NYSE:SCI), headquartered in Houston, Texas, is North America’s leading provider of death care products and services.
10001+ employees
H1B Sponsorship
Service Corporation International has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (1)
2023 (1)
2022 (2)
Funding
Current Stage
Public CompanyTotal Funding
$1.6B2024-09-12Post Ipo Debt· $800M
2021-05-24Post Ipo Debt· $800M
1974-05-14IPO
Leadership Team
John Faulk
Senior Vice President, COO
Recent News
2025-11-05
Company data provided by crunchbase