IT Service Department Manager

LPA Retail Systems is a retail support organization specializing in Point of Sale systems, general IT support, and consulting for retail businesses across the United States. We pride ourselves in the excellent support we deliver to our customers to help their retail operations thrive! We support retailers in the small to mid-market ranging from 1 store with 1 check-out lane to nation wide organizations with dozens of locations with up to 10 lanes per physical store including high volume ecommerce order processing. Our customers range from local meat markets and liquor stores to some names you might recognize such as Boeing and Molson Coors. We are currently looking for an experienced manager to run our service department as we transition from a strong support organization to a 'best in class' partner to our customers.

This role is a management position with a primary focus on the efficient daily operation of the service department. You will be the direct manager of the service team which includes technicians, developers, and operations staff. You will report to the president and work closely with Project Managers and Service Operations to accomplish your goals. At times you will also be interacting directly with both the sales and finance teams to improve overall efficiency. You will be expected to engage in some creative problem solving to help put appropriate new process and procedures in place to enable our team to provide best in class support.

As service manager, you must always maintain a calm and positive attitude while leading the team. When decisions need to be made you should always balance customer service, employee satisfaction, and financial impact. You will be an important contributor to customer and employee retention. You will be maintaining customer relationships and responding to escalations and disputes from both customers and employees. Your goal is to find resolutions to most situations and reach out to other leadership only when necessary. You must maintain the trust of your staff and your customers at all times.

You will be responsible for organizing and leading a weekly service-team meeting. The goal of this meeting is to share information and solve complex technical problems as a coherent team. It is important that this meeting addresses high impact support tickets and allows the staff to share best practices and learn from each other. You will also be conducting periodic appraisals of team members and identifying individual areas for improvement. You will attend a weekly leadership meeting to review the current state of the department and discuss business challenges and opportunities.

You are required to make detailed notes about the interactions you have and track your time accurately in LPA systems so LPA can bill properly for the work that is done. You will need to ensure your staff are following the same standard when entering their time and notes. You will need to maintain, create, and enforce department specific standard operating procedures. Documentation is important for yourself, your peers, and your clients to maintain transparency and deliver a high level of customer service.

There is an on-call and after-hours component to this role. There may be occasions when technicians on your team require your attention outside LPA’s normal business hours. Your responsibility is to enable others to solve customer’s technical problems in emergency situations by providing direction and additional resources when necessary. Once trained, you will be part of the on-call rotation with your peers and must be available to take an emergency call 24/7 during the weeks you are scheduled.

This position includes a performance based team bonus program earned weekly based on department goals. There is also an on-call benefit payment for the weeks you serve as the on-call technician and meet response goals. A yearly profit-sharing bonus may be paid at the discretion of the owners. All 3 bonus compensations listed here are NOT INCLUDED in the pay listed in this post. Put another way, the compensation listed in this post is the salary range only. Total bonus pay may add 10-15% to your compensation if all deliverables are met on a regular basis.

Job Type: Full-time

Pay: $75,000.00 - $95,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Compensation Package:

• Bonus opportunities
• Holiday pay
• Performance bonus
• Weekly bonus
• Yearly bonus

Experience:

• Management: 2 years (Required)

Ability to Relocate:

• Burnsville, MN 55337: Relocate before starting work (Required)

Work Location: In person