SERVICE DESK MANAGER

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 Education and Experience 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), company paid Long Term Disability and Life Insurance, Voluntary Vision and Short-Term Disability Insurance, PTO, Holiday Pay, and a generous 401K plan. Retail Tech INC. IS AN EQUAL OPPORTUNITY EMPLOYER and participates in E-Verify upon employment