IT Service Desk Manager - Global Pricing And Contracting

Global It Pricing & Contracting Service Desk Manager

At Medtronic, you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You'll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.

In-person exchanges are invaluable to our work. We're working onsite four days a week as part of our commitment to fostering a culture of professional growth and cross-functional collaboration. This role may require approximately five percent of travel to enhance collaboration and ensure successful completion of projects. The person in this role will work from the Medtronic facility located in Fridley, Minnesota (U.S. Operational Headquarters) or Mounds View, Minnesota.

The Global Pricing and Contracting IT team partners with several of the largest functions in our organization, including our commercial pricing & contracting teams to build and grow systems to leapfrog the competition using rapidly evolving artificial intelligence and advanced analytics to set customer prices and create effective contracts. Our work matters because it is the insights gained from our systems to unlock Medtronic's ability to maximize revenue and grow market share through effective pricing & contracting strategy.

Learning this space is a pathway to nearly any commercial role you may have interest in as you will quickly learn the business, get exposure to our products and product data, and learn how we go-to-market globally.

Role Responsibilities

The Global IT Pricing & Contracting Service Desk Manager is responsible for leading and managing the service desk team to ensure delivery of high-quality support for first-level business requests and operational tickets. In this role, you'll manage team performance, oversee daily operations, and drive continuous improvement in processes and customer service. You'll act as the primary liaison between business users and IT operations, bolstering timely resolution of issues and requests.

The IT Service Desk Manager is responsible for management of the P&C System Support Team. This team provides direct support for multiple pricing and contracting solutions for all business users of applications. In this role you will help develop relationships across solution platforms, create and refine processes, educate users, communicate changes and provide full line support. Furthermore, as a leader you will be responsible for a deep understanding of technical application design, system landscape & architecture and interfaces to and from other systems. You will proactively monitor key processes, interfaces and data synchronization as well as application upgrades.

As a team member of the Global Pricing and Contracting IT team, you will work directly with business analysts on system enhancements, issues and prioritization and end users to ensure that a comprehensive support structure is in place to drive utilization and adoption across multiple solutions.

Diversity, Inclusion, and Equity

We believe that when people from different cultures, genders, and points of view come together, innovation is the result —and everyone wins. Medtronic walks the walk, creating an inclusive culture where you can thrive. Our unwavering commitment to inclusion, diversity, and equity (ID&E) means zero barriers to opportunity within Medtronic and a culture where all employees belong, are respected, and feel valued for who they are and the life experiences they contribute.

Career Opportunities

Bring your talents to an industry leader in medical technology and healthcare solutions – we're a market leader and growing every day. You can be proud to be a part of technologies that are rooted in our long history of mission-driven innovation. You will be empowered to shape your own career. We encourage and support your growth with the training, mentorship, and guidance you need to own your future success. Together, we can transform healthcare. Join us for a career in IT that changes lives.

Required Qualifications

Bachelor's degree + five plus years of experience with a bachelor's degree or three plus years of experience with an advanced degree.

Preferred Qualifications

Solid understanding of system landscape, design and architecture. Experience with implementing technologies that span automation, Pricing, Quoting and Contracting. Experience with management of project implementations. Strong process documentation skills. Understanding of excel and how to extract/analyze data. Experience working in agile methodology. Experience defining new processes and improving existing processes. Demonstrated ability to solicit clear requirements; translate those requirements into robust support models; and deliver accurate, reliable solutions. Demonstrated ability to translate complex technical topics to business management and users. Self-motivated problem solver. Ability to navigate ambiguity, quickly assessing opportunities and defining solutions. Ability to develop effective relationships with business users, technical staff, and executive management. Excellent communication skills matching appropriate content to different audiences. Ability to manage multiple priorities fluidly and without compromising stakeholder collaboration.

Physical Job Requirements

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position. The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Benefits & Compensation

Medtronic offers a competitive salary and flexible benefits package. A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage. Salary ranges for U.S (excl. PR) locations (USD): $132,800.00 - $199,200.00. This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP). The base salary range is applicable across the United States, excluding Puerto Rico and specific locations in California. The offered rate complies with federal and local regulations and may vary based on factors such as experience, certification/education, market conditions, and location. Compensation and benefits information pertains solely to candidates hired within the United States (local market compensation and benefits will apply for others). The following benefits and additional compensation are available to those regular employees who work 20+ hours per week: Health, Dental and vision insurance, Health Savings Account, Healthcare Flexible Spending Account, Life insurance, Long-term disability leave, Dependent daycare spending account, Tuition assistance/reimbursement, and Simple Steps (global well-being program). The following benefits and additional compensation are available to all regular employees: Incentive plans, 401(k) plan plus employer contribution and match, Short-term disability, Paid time off, Paid holidays, Employee Stock Purchase Plan, Employee Assistance Program, Non-qualified Retirement Plan Supplement (subject to IRS earning minimums), and Capital Accumulation Plan (available to Vice Presidents and above, or subject to IRS earning minimums). Regular employees are those who are not temporary, such as interns. Temporary employees are eligible for paid sick time, as required under applicable state law, and the Employee Stock Purchase Plan. Please note some of the above benefits may not apply to workers in Puerto Rico. Further details are available at the link below: Medtronic benefits and compensation plans.

About Medtronic

We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions. Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people. We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary. Learn more about our business, mission, and our commitment to diversity here.

It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.