Retail Technology Help Desk Manager
401K, Dental, Life, Medical, Vision
Why Work Here?
“Spencer Technologies sets the standard for experience, technical expertise, unparalleled customer service and absolute reliability.”
This position will?build, grow, and?manage Spencer's Help?Desk and Technical Service Operations?in order to meet and exceed customer service levels, quality control and customer expectations.
Role and Responsibilities – Primary
Assisting with build out of customer facing Help Desk and Technical Service Operations leveraging multiple groups to create “One Desk” that will handle first customer interaction through resolution
Manage and motivate team leaders to achieve committed customer service levels
Manage general service expectations of the internal/external teams and consumers of Spencer products and services
Foster an environment which encourages and motivates a strong work culture, community service as well as maintain strong employee relations.
Oversee the financial performances, customer service and productivity through optimal use of Spencer technologies and resources.
Ensure team members are kept informed of company policies, procedures and corporate initiatives.
Customer facing Quarterly Business Reviews and trends we are seeing with clients and their business
Other duties as assigned
Establish baseline performance metrics and monitor the progress against benchmarks such as productivity, quality and unit costs
Plan and direct continuous improvement and quality programs based upon specific business development objectives.
Oversee the governance process related to the tracking and reporting on service level agreements utilizing internal and external report cards or dashboards.
Provide clear, concise, and relevant communications to be shared with the teams regarding new events or changes to the center, customers, shareholders and/or corporate.
Bachelor’s degree in business administration or related field or equivalent training and experience
Helpdesk Management experience preferred
Knowledge of retail technology preferred
Successful experience with building department preferred
Demonstrates initiative and confidence – out of the box thinker
Ability to deal with key internal stakeholders, clients, and staff at all levels
Superb interpersonal skills
Excellent oral and written communication skills
Strong organizational skills and the ability to manage multiple competing tasks
Proven track record in time management and meeting deadlines
Excellent PC skills (Excel, Word, PowerPoint, Outlook, Adobe, SharePoint)
Encompassing over 45 years of corporate evolution, today's Spencer Technologies is the leading provider of end to end IT life cycle solutions for literally every type of major corporation in the retail market — from specialty stores and department stores to DIY and restaurants. Our team is comprised of retail and technical experts to ensure solutions are sound and relevant allowing us to provide the highest quality of service to top retailers throughout the world. More importantly, we set the standard for experience, technical expertise, unparalleled customer service and absolute reliability.
102 Otis St, Northborough MA
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