Retail Technology Service Desk Manager

     reqid: 73247 



Come join us. You’ll add value to one of the world’s most iconic consumer brands and be part of our company with a life-affirming purpose to inspire meaningful connections. Our products, content and experiences aim to enrich all lives by making a genuine difference in every life, every day, and our business is focused on bringing the value and relevance of Diversity and Inclusion to every brand, product and person we touch. 


Our overarching enterprise D&I Framework and plans demonstrate our belief and value in having a diverse and inclusive workforce. Hallmark’s D&I efforts will continue to represent ongoing progress and reinforce our commitment, as will our intentional focus on bringing more diverse talent into our business and onto our teams. Also, Hallmark has been recognized as one of Forbes 2020 Best Employers for Diversity, Women and New Grads.



People trust that we know their needs and that we are focused on innovations that will allow them to enhance their relationships.  We have a competitive mindset and “play to win” with our retailers and consumers.  We work with courage and conviction, always seeking to adapt and learn.



The Retail Technology Service Desk (RTSD) resides within the Information Technology (IT) organization and provides technical support for a portfolio of technology deployed to serve 1,500 Hallmark’s Gold Crown specialty channel of stores.  The portfolio includes technology, such as point-of-sale hardware and software, merchandise management software, mobile technology and managed network services.


The RTSD manager’s primary responsibility is to manage all resources (e.g. people, tools, processes, budget) to ensure that technology is not distracting store associates, but rather enabling sales through great customer service. 



Our ideal candidate is passionate about all aspects of retail technology and can work in a dynamic, fast-pace environment. He/She must be an effective communicator, analytical problem solver and customer-focused. He/She must consistently demonstrate strong judgment, navigate through ambiguous and stressful situations with transparency and professionalism, build and maintain strong relationships and enjoy developing people to reach their full potential. 




The major areas of responsibility/accountability for this position are to:

  • Provide leadership to the Service Desk by developing clear objectives that promote serviceability, quality, and productivity while aligning with the goals of the department and division
  • Promote a culture that is customer focused, which includes developing programs that identify improvement areas and reward great service
  • Recruit and develop top talent for advanced opportunities within the Service Desk and throughout the organization
  • Collaborate with internal and external technology partners to influence Service Level Agreements (SLAs) that are in the best interest of the Service Desk and Retail
  • Provide leadership insight on resource needs for new programs and subsequent impact to serviceability and budget
  • Partner with the Retail Technology Director to develop and manage budget plans and update as needed
  • Serve as an escalation point for matters requiring managerial engagement
  • Lead and leverage the use of industry Service Desk tools (i.e. ServiceNow, InContact, etc.)
  • Lead and leverage the use of best practice processes (i.e. Knowledge Centered Support (KCS), IT Infrastructure Library (ITIL), IT Service Management (ITSM), etc.) to provide efficient and effective support and operational excellence
  • Lead and leverage the use of automation and continuous improvements to streamline processes, increase productivity and improve efficiencies within the Service Desk




The following is required to be considered for this role:

  • Bachelor’s degree or 4+ years of professional work experience
  • Minimum of 8 years’ experience of Customer Support or Information Technology (IT) experience




  • Prior experience in Retail Technology and/or managing a Service Desk
  • A proven record of strong customer focus – dedicated to meeting the expectations and requirements of internal and external customers
  • Demonstrated ability to attract and develop top talent – relishes developing talent for opportunities within and beyond the department
  • Demonstrated ability to build and lead effective teams – able to create strong morale within a team and lead them to successful results
  • Strong communication skills – both verbal and written
  • High degree of personal leadership, accountability and learning agility
  • Strong leadership presence, composure and ability to handle stressful and sensitive situations
  • Comfortable with ambiguity and change
  • Proactive self-starter who has strong problem-solving analytical skills with great attention to detail and applied understanding of ITIL, ITSM, Agile, KCS and DevOps principles



At Hallmark, we help people feel connected to what matters. That’s true of our employees, just as it is our consumers. Providing benefits that support the lives and wellbeing of Hallmarkers is among the most important investments the company makes.

Hallmark benefits are designed to give you choices. Wherever you are in life, we want you to find the benefits that are right for you and your loved ones. Explore the Hallmark Benefits Guide to learn more.

Hallmark is an equal opportunity employer.  All qualified applicants will be considered for employment without regard to race, color, religion, sex, age, pregnancy, national origin, physical or mental disability, genetics, sexual orientation, gender identity, veteran status, or any other legally-protected status.  Principals only please.


Salary Range
$76,000.00 - 112,000.00
per Year
Salary range estimated by
Kansas City, MO 64108, US