POS Help Desk Manager

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Based inWichita, 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
  
  Mid-Senior level

• Employment type
  
  Full-time

• Job function
  
  Information Technology
• Industries Computer Hardware Manufacturing

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