SERVICE DESK MANAGER

RETAIL TECH INC • Chanhassen, MN

1d • $80,000 - $94,000 • Hybrid

About The Position

The Service Desk Manager is the primary resource to manage and deliver General Services to clients. This role is responsible for meeting service levels as defined by each agreement and maintaining strong customer relationships. The Service Desk Manager collaborates with Sales, Operations, Finance, PMO Teams, and external partners to complete project-related tasks. Success in this role requires solid planning, communication, and documentation skills.

Requirements

• Bachelor’s Degree in business or related field, or equivalent work experience.
• 3-5 years of successful project management or customer service management experience.
• Technical POS knowledge is a plus.

Nice To Haves

• Critical thinking and problem-solving
• Planning and organizing
• Decision making
• Communication skills
• Conflict management
• Stress management
• Influencing and leading
• Budget management
• Teamwork
• Negotiation
• Adaptability
• Delegation
• Reliability and dependability

Responsibilities

• Manage and deliver Service Desk agreements, ensuring consistency with company strategy, values, and goals.
• Oversee client services, ensuring agreements and clients are managed and supported throughout each contract.
• Build and maintain relationships across the company to deliver service results for clients.
• Lead planning and implementation of Service Desk agreements.
• Facilitate definition of service scope, goals, and deliverables.
• Define tasks and resource requirements.
• Manage Service Desk Coordinators.
• Track service deliverables using appropriate tools.
• Present reports measuring service desk performance, identifying problems, and presenting solutions.
• Implement and manage changes and interventions to achieve contract outputs.
• Conduct contract evaluations and assess results.
• Collaborate to maintain or improve expected contract financial performance.
• Other duties as assigned.

Benefits

• Medical and Dental Insurance through BC/BS (100% of the employee rate and 50% of dependent rate paid by the company)
• Company paid Long Term Disability and Life Insurance
• Voluntary Vision and Short-Term Disability Insurance
• PTO
• Holiday Pay
• 401K plan

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree