Service Desk Leader: Client Success & SLA Delivery

Retail Tech Inc; Chanhassen (MN); Hybrid; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical and Dental Insurance

Long Term Disability

Vision Insurance

Short-Term Disability Insurance

PTO

401K

Job summary

Retail Tech Inc. is seeking a Service Desk Manager to lead and deliver service desk agreements for clients while aligning with company strategy.

The role emphasizes building strong client relationships, planning, and coordinating with Sales, Operations, Finance, PMO, and external partners. The position requires cross-functional collaboration, excellent planning and communication skills, and a background in business or related fields.

Qualifications

• 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.

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.

Skills

Critical thinking

Planning

Communication

Leadership

Education

Bachelor’s Degree in business or related field

Tools

POS knowledge

Job description

Retail Tech Inc. is seeking a Service Desk Manager to lead and deliver service desk agreements for clients while aligning with company strategy.

The role emphasizes building strong client relationships, planning, and coordinating with Sales, Operations, Finance, PMO, and external partners. The position requires cross-functional collaboration, excellent planning and communication skills, and a background in business or related fields.