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Director - Global Service Desk

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Location:
United States

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Category:
IT - Administration

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Salary:

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Job Description:

The Director, Global Service Desk functions as the 'Centralized Front Door' for the entire IT department. This role is dedicated to End-User Experience and Support. You will lead the centralized service delivery functions, ensuring that every employee—whether in a store, a distribution center, or a corporate office—has a single, reliable point of contact for technical assistance.

Job Responsibility:

  • Global Service Desk Leadership: Manage the 24/7/365 Tier 1 support function. Ensure continuous coverage and rapid response for all incoming incidents and service requests from over 6,400 Stores, 30 DCs, and several Corporate offices
  • End-User Experience: Develop and execute a comprehensive support plan that enhances the end-user experience. Act as the primary liaison for end-users, managing escalations and communication
  • Operational Partnership (Remote vs. Physical): Work in close partnership with the Director, Remote Site Operations. Ensure the Service Desk effectively triages issues remotely to resolve them at Tier 1 before dispatching tickets for physical on-site resolution
  • Ticket Lifecycle Management: Responsible for the accurate logging, categorization, and prioritization of all incoming tickets. Manage the escalation of tickets to Tier 2/3 support teams (e.g., Network, Platforms, App Dev) when remote resolution is not possible
  • Scope & Operational Boundaries: Actively manage the scope of the Service Desk to ensure focus remains on technical resolution. You must ensure non-IT business requests are routed to the appropriate partners
  • Performance Analytics: Monitor, report on, and analyze Service Desk performance (Speed to Answer, Abandonment Rate, FCR). Set appropriate performance objectives for direct reports and hold them accountable

Requirements:

  • Service Desk Management: Extensive experience managing high-volume, 24/7 Service Desk environments in a retail or enterprise setting
  • Customer Service Excellence: A relentless focus on the end-user experience, with the ability to de-escalate complex situations and drive customer satisfaction
  • Operational Triage: Strong ability to define triage workflows to distinguish between remote software fixes (Tier 1) and physical hardware dispatches (Tier 2)
  • Data-Driven Decision Making: Ability to analyze ticket trends to identify training gaps, upstream system issues, or staffing needs
  • Leadership & People Management: Demonstrated success in leading, coaching, and developing a large team of support agents and supervisors
  • Business Insight: Understanding of the retail operating model to differentiate between 'System Issues' and 'Operational/Process Issues'
  • Education: Master's Degree or Equivalent Level preferred
  • Experience: Wide and deep experience providing expert competence (Over 10 years to 15 years), specifically in Service Desk or Call Center management
  • Managerial Experience: Experience planning, managing, and organizing resources within short/medium timescales and overall policy framework (6 to 10 years)
What we offer:
  • Competitive Wages & Paid Time Off
  • Stock Purchase Plan & 401k with Employer Contributions Starting Day One
  • Medical, Dental, & Vision Insurance with Optional Flexible Spending Account (FSA)
  • Team Member Health/Wellbeing Programs
  • Tuition Educational Assistance Programs
  • Opportunities for Career Growth

Additional Information:

Job Posted:
March 23, 2026

Employment Type:
Fulltime
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