Support Desk Manager

Parker's Convenience Stores • Savannah, GA

84d

About The Position

The Support Desk Manager ensures all Facilities, IT, Third-Party Vendor, and customer service requests are triaged, dispatched, and resolved within established service level standards. The ideal candidate can manage multiple requests simultaneously, prioritizing effectively to provide the fastest possible resolution for the end customer. In addition, this role manages and develops the support desk team to ensure smooth operations while fostering accountability, collaboration, professional growth, and a customer-first mindset. Ultimately, this position drives the success of service delivery across all sites.

Requirements

• 4 years of experience in multi-location C-Store operations
• Minimum 3-4 years of experience working with Store Leaders to improve support
• Leadership experience with leading teams and direct reports ensuring service requests are handled within agreed upon SLAs

Nice To Haves

• Strong analytical skills
• Proven ability to maintain good working relationships with stakeholders including senior leaders
• Strong verbal and written communication skills
• Highly proficient in articulating support strategy and benefits to DMs, RMs, and other stakeholders
• Experience dealing with multiple priorities and deadlines / proven ability to meet hard deadlines

Responsibilities

• Deliver frontline technical support for Stores, Corporate Office, and third-party vendors/partners and ensure escalated service requests meet SLAs
• Foster positive end-user relationships and drive customer satisfaction with retail team members and the corporate office
• Promote continuous improvement of tier 1 and tier 2 service requests
• Monitor service request volume and performance metrics while supporting the team in escalations
• Gather and report operational metrics, accomplishments, and priorities for weekly reporting on SLAs to each department
• Escalate and resolve software issues to the IT Team and/or development team
• Escalate and resolve third-party software/systems issues by the support team
• Escalate to third-party vendors on facilities maintenance service requests that need a third-party vendor for successful resolution
• Report on completion of work for Field Technicians and follow up with team members on repeat calls and escalate as appropriate to the facilities maintenance leader and IT team
• Define and implement processes and procedures for service requests for all departments/stores across the organization
• Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customers to ease in troubleshooting
• Develop and maintain support/knowledge base and keep up to date with changing hardware or technologies within the store
• Provide day-to-day leadership to the Service Desk team, ensuring smooth operations while fostering accountability, collaboration, and a customer-first mindset
• Assess team performance regularly, implementing strategies to improve efficiency, technical expertise, and customer satisfaction
• Lead by example through clear communication and active engagement, mentoring and coaching team members to support growth, development, and long-term success.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Food and Beverage Retailers
• Education Level: Bachelor's degree