SERVICE DESK MANAGER

Socket.dev; Chanhassen (MN); Hybrid; USD 80,000 - 94,000; Full time

Benefits offered by this job

Medical and Dental Insurance throughBC

Long Term Disability and LifeInsurance

Voluntary Vision and Short-Term DI

PTO

Holiday Pay

401K plan

Job summary

Retail Tech INC. in the United States (Chanhassen, MN) seeks a Service Desk Manager to lead service delivery and client relationships across contracts. This role focuses on planning, communication, and documentation to meet service levels defined by agreements.

The position requires 3-5 years in project or customer service management, a business-related degree, and optional POS technical knowledge. Office and remote work options are available, with travel as needed.

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.

Skills

Critical thinking

Planning

Decision making

Communication

Conflict mgmt

Stress mgmt

Influence

Budget mgmt

Teamwork

Negotiation

Adaptability

Delegation

Reliability

Education

Bachelor's Degree in business or related field, or equivalent work experience.

Job description

Job Details

Job Location: 8600 SHELBY COURT 200 - CHANHASSEN, MN 55317

Position Type: Full Time

Salary Range: $80,000.00 - $94,000.00 Salary/year

Summary: 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.

Key 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.

Key Competencies

• 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

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.

Work Environment

This job operates primarily in a professional office or remote work environment. The role routinely uses standard office equipment such as computers, phones, and collaboration tools.

Physical Demands

Office: Largely sedentary; some standing/walking required. Frequent sitting for long periods. Normal vision (with or without corrective lenses) is required. Continually required to talk and hear. Field: May require prolonged driving. Frequently carries and lifts tool kit/parts (up to 50 lbs. up to eye level); may require bending/squatting, walking/standing/sitting for prolonged periods; exposure to enclosed spaces, dust, drafts, and damp areas; must be able to work at heights up to 10-15' using a ladder. Must be able to occasionally lift up to 75 lbs.

Position Type and Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m. Occasional evening and weekend work may be required.

Travel

Moderate travel is expected for this position, including occasional out-of-area (overnight stay) travel. Ability to travel as needed for local field service visits as required.

Benefits

Eligible employees can elect a full line of benefits including

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

Retail Tech INC. IS AN EQUAL OPPORTUNITY EMPLOYER and participates in E-Verify upon employment