Desk Manager

Talent Acquisition Coordinator at Parker's | 2024 Top Workplaces | Georgia Southern Alumni

JOB SUMMARY

The Support Desk Manager ensures all Facilities, IT, Third-Party Vendor, and customer service requests are triaged, dispatched, and resolved within established service level standards. The ideal candidate can manage multiple requests simultaneously, prioritizing effectively to provide the fastest possible resolution for the end customer. In addition, this role manages and develops the support desk team to ensure smooth operations while fostering accountability, collaboration, professional growth, and a customer-first mindset.

Ultimately, this position drives the success of service delivery across all sites.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Responsibilities:

• Deliver frontline technical support for Stores, Corporate Office, and third-party vendors/partners and ensure escalated service requests meet SLAs
• Foster positive end-user relationships and drive customer satisfaction with retail team members and the corporate office.
• Promote continuous improvement of tier 1 and tier 2 service requests
• Monitoring service request volume and performance metrics while supporting the team in escalations
• Gather and report operational metrics, accomplishments, and priorities for weekly reporting on SLAs to each department
• Escalation and resolution of software issues to the IT Team and or development team
• Escalation and resolution of third-party software/systems issues by the support team
• Escalation to third party vendors on facilities maintenance service requests that need a third-party vendor for successful resolution
• Report on completion of work for Field Technicians and follow up with team members on repeat calls and escalate as appropriate to the facilities maintenance leader and IT team.
• Define and implement processes and procedures for service requests for all departments / stores across the organization
• Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customer to ease in troubleshooting
• Develop and maintain support/knowledge base and keep up to date with changing hardware or technologies within the store
• Provide day-to-day leadership to the Service Desk team, ensuring smooth operations while fostering accountability, collaboration, and a customer-first mindset.
• Assess team performance regularly, implementing strategies to improve efficiency, technical expertise, and customer satisfaction.
• Lead by example through clear communication and active engagement, mentoring and coaching team members to support growth, development, and long-term success.

Knowledge, Skills, and Abilities:

• Strong analytical skills
• Proven ability to maintain good working relationships with stakeholders including senior leaders
• Strong verbal and written communication skills
• Highly proficient in articulating support strategy and benefits DMs, RMs, and other stakeholders
• Experience dealing with multiple priorities and deadlines / proven ability to meet hard deadlines

EDUCATION AND REQUIREMENTS

Required:

• 4 years of experience in multi-location C-Store operations
• Minimum 3-4 years of experience working with Store Leaders to improve support
• Leadership experience with leading teams and direct reports insuring service requests are handled within agreed upon SLAs

TRAVEL

• Occasional travel required, primarily local. Some overnight travel required (