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Job Details

Manager Help Desk

Company name
Spencer Technologies

Northborough, MA

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Retail Technology Help Desk Manager

Spencer Technologies





Benefits Offered

401K, Dental, Life, Medical, Vision

Employment Type


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

Secondary Responsibilities

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.

Required Skills

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)


Spencer Technologies

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.

Company website:

Company address:

102 Otis St, Northborough MA

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Company info

Spencer Technologies

Company Profile

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