POS Help Desk Manager

1 day ago Be among the first 25 applicants Based in Wichita, KS , Retail Data Solutions (RDS) is seeking an experienced and hands-on Help Desk Manager to lead a team of Customer Service Representatives (CSRs) providing technical support for POS systems used in the convenience store and fuel retail industry. The ideal candidate will ensure high-quality service delivery, track performance metrics, and foster a customer-first culture while managing the day-to-day operations of the help desk. This position will report to the IT Director. Key Responsibilities: Supervise and support daily operations of the help desk team handling POS support calls, emails, and tickets. Ensure timely and accurate resolution of customer issues across convenience store and fuel retail environments. Monitor and track team performance using KPIs such as first-call resolution, response time, ticket backlog, and customer satisfaction. Conduct regular coaching sessions and performance reviews for CSRs to improve technical knowledge and service delivery. Collaborate with IT, project and implementation teams to escalate and resolve complex technical issues. Maintain accurate logs, shift reports, and ticket documentation in line with SLA requirements. Analyze customer feedback and post-call reviews to identify trends and opportunities for process improvement. Schedule shift coverage to ensure 24/7/365 support availability. Assist with onboarding, training, and continuous development of help desk staff. Serve as the point of contact for escalated issues and sensitive customer interactions. Experience with Metrics & Performance Management: Regularly review help desk metrics and generate performance reports to identify team strengths and areas for improvement. Set and monitor individual and team goals for issue resolution, call quality, and productivity. Lead initiatives to improve customer satisfaction scores (CSAT), Net Promoter Scores (NPS), and overall service efficiency. Use ticketing systems and dashboards to manage SLA compliance and performance tracking. Required Qualifications: 3+ years of experience in a technical support or help desk environment, with at least 1 year in a supervisory or lead role. Strong understanding of POS systems, peripherals, and fuel/C-store operations. Excellent leadership, communication, and problem-solving skills. Proven ability to mentor and manage teams in a fast-paced, customer-focused environment. Experience with help desk ticketing platforms and reporting tools. Ability to work flexible hours, including weekends or holidays, if needed. Preferred Skills: Familiarity with fuel dispenser technology, back-office software, or integrated payment systems is preferred but training will be available. Strong interest and ability to incorporate new technology to help improve CSR knowledge and end customer experience. Experience supporting remote locations or franchise-style business models. Knowledge of networking basics, Windows OS, and POS hardware troubleshooting. Seniority level

Seniority level Mid-Senior level Employment type

Employment type Full-time Job function

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