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. This role may require approximately 5% 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.

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.

Medtronic is committed to fostering a diverse and inclusive culture. Check out the accomplishments of our Women in IT group!

Lead, mentor, and manage the service desk team to meet or exceed service level agreements (SLAs).

Oversee the intake, triage, and resolution of first-level business requests and operational tickets.

Monitor service desk performance metrics and drive improvements in efficiency and customer satisfaction.

Develop and implement service desk policies, procedures, and best practices.

Collaborate with business and IT/operations teams to ensure seamless support and communication.

Manage escalations and provide guidance for complex or critical issues.

Prepare regular reports on service desk activities, trends, and outcomes for management review.

Support training and development for service desk staff.

Manage the P&C Business Support Team, which provides support for multiple pricing and contracting solutions.

Develop and maintain relationships across various solution platforms.

Create, refine, and document business processes.

Educate users and deliver effective communication regarding system changes.

Provide comprehensive support to all business users of the applications.

Possess deep understanding of technical application design, system landscape, architecture, and system interfaces.

Proactively monitor key processes, interfaces, data synchronization, and oversee application upgrades.

Collaborate directly with business analysts on system enhancements, issue resolution, and prioritization.

Engage with end users to ensure robust support, driving utilization and adoption across multiple solutions.

Serve as a leader within the Global Pricing and Contracting IT team to ensure a comprehensive support structure is in place.

Bridge the gap between Pricing & Contracting and IT, ensuring stakeholders understand how solutions and data drive business decisions.

Complement solution implementations with robust support structures, clearly articulating process and developing and administering training.

Lead discovery sessions, gather requirements and ensure thorough documentation.

Ensure all solutions comply with regulatory and data privacy standards.

Provide guidance on pricing and contracting related solutions and best practices.

Analyze complex challenges and deliver clear, actionable solutions.

Identify opportunities for improvement and deliver more efficient ways of working.

Participate in agile meetings, provide solution design and solution guidance to developers and testers.

Build expertise in Medtronic's products, customers, and markets to deliver relevant solutions.

Evaluate current state tools and champion IT solutions that add value for customers and patients.

MUST HAVE (Minimum Qualifications)

Bachelor's degree

5+ years of experience with a bachelor's degree or 3+ years of experience with an advanced degree

NICE TO HAVE (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.

For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers.

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.

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