SERVICE DESK MANAGER
Summary
The Service Desk Manager at Retail Tech Inc leads delivery of Service Desk agreements for clients from Chanhassen, MN — managing coordinators, tracking deliverables, reporting on service performance, and coordinating with Sales, Operations, Finance, PMO, and external partners to meet contractual service levels.
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