Service Desk Manager: Client Success & Operations Lead

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

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.