IT Service Desk Manager

We anticipate the application window for this opening will close on - 29 Nov 2025

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.

A Day in the LifeAt Medtronic, we bring bold ideas forward with speed and decisiveness to put patients first in everything we do. In-person exchanges are invaluable to our work. We're working onsite 4 days a week as part of our commitment to fostering a culture of professional growth and cross-functional collaboration as we work together to engineer the extraordinary. 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.

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. We know equity starts beyond our workplace, and we must play a role in addressing systemic inequities in our communications to achieve long-term sustainable impact. Anchored in our Mission, we continue to drive ID&E forward both to enhance the well-being of Medtronic employees and to accelerate innovation that brings our lifesaving technologies to more people in more places around the world.

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

CAREERS THAT CHANGE LIVES

• 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.

TRUSTED ADVISOR

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

TRANSLATOR

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

DISCOVERY & DOCUMENTATION

• Lead discovery sessions, gather requirements and ensure thorough documentation.

COMPLIANCE OVERSIGHT

• Ensure all solutions comply with regulatory and data privacy standards.

SUBJECT MATTER EXPERT

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

PROBLEM SOLVING

• Analyze complex challenges and deliver clear, actionable solutions.

PROCESS IMPROVEMENT

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

COLLABORATION

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

CONTINUOUS LEARNING

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

VALUE ADVOCACY

• 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)

• Strongly Preferred:
  • 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. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role.

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, $199,200.00This 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.

If you are applying to perform work for Medtronic, Inc. ("Medtronic") in any position which will involve performing at least two (2) hours of work on average each week within the unincorporated areas of Los Angeles County, you can find here a list of all material job duties of the specific job position which Medtronic reasonably believes that criminal history may have a direct, adverse and negative relationship potentially resulting in the withdrawal of a conditional offer of employment. Medtronic will consider for employment qualified job applicants with arrest or conviction records in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

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