Remote Service Desk Manager: Client Success & Ops

Retail Tech, Inc.; Chanhassen, Northern (MN, KY); Hybrid; USD 80,000 - 94,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Long-term disability

Life insurance

Vision insurance

Short-term disability

PTO

Holiday pay

401K plan

Job summary

Retail Tech INC. is seeking a Service Desk Manager to lead and deliver all aspects of the Service Desk for client contracts. The role emphasizes strong planning, communication, and documentation to meet defined service levels.

You will collaborate with Sales, Operations, Finance, PMO, and partners to ensure contract success and client satisfaction in a primarily remote or hybrid environment.

Qualifications

• Bachelor’s degree or equivalent work experience required.
• 3-5 years of project management or customer service management experience preferred.
• Technical POS knowledge is a plus.

Responsibilities

• Manage and deliver Service Desk agreements and SLAs.
• Oversee client services and contract fulfillment.
• Build and maintain cross-functional relationships to drive service results.
• Lead planning and implementation of Service Desk agreements.
• Define scope, goals and deliverables for services.
• Allocate tasks and resources for service delivery.
• Manage Service Desk Coordinators and monitor performance.
• Present reports on service desk performance and improvements.
• Support contract evaluations and financial performance.

Skills

Critical thinking

Problem-solving

Planning

Organizing

Decision making

Communication

Conflict management

Stress management

Influencing

Team leadership

Negotiation

Adaptability

Delegation

Reliability

Education

Bachelor’s Degree in business or related field

3-5 years PM or customer service management experience

Tools

POS knowledge

Job description

Retail Tech INC. is seeking a Service Desk Manager to lead and deliver all aspects of the Service Desk for client contracts. The role emphasizes strong planning, communication, and documentation to meet defined service levels.

You will collaborate with Sales, Operations, Finance, PMO, and partners to ensure contract success and client satisfaction in a primarily remote or hybrid environment.