Director, IT Service Desk

Floor & Decor • Atlanta, GA

1d

About The Position

The Director, IT Service Desk is responsible for leading the enterprise Service Desk function that supports store operations, corporate offices, distribution centers, and digital commerce environments. This role owns the Tier 1 support experience, drives service quality, stability, and continuous improvement, and acts as the front door to IT for all associates. In a retail environment where uptime, speed, and customer experience are critical, this leader ensures rapid issue resolution, effective incident management, and seamless escalation into Tier 2 and Tier 3 technology teams.

Requirements

• 10+ years of progressive IT experience with 5+ years in Service Desk or IT Operations leadership
• Experience supporting retail, multi-site, or frontline operations
• Strong knowledge of ITSM frameworks (ITIL v3/v4)
• Proven experience managing high-volume support environments
• Demonstrated success leading major incident and outage response
• Strong executive communication and stakeholder management skills

Nice To Haves

• Experience with ServiceNow or comparable ITSM platforms
• Experience leading 24x7 or follow-the-sun support models
• ITIL certification (Intermediate or Managing Professional)
• Experience integrating Command Center or Technology Operations Center models
• Exposure to digital commerce or omnichannel retail environments

Responsibilities

• Service Desk Strategy & Leadership Define and execute the Service Desk strategy aligned with business priorities, peak retail cycles, and digital transformation initiatives
• Lead a multi-channel support model (phone, chat, self-service, automation)
• Establish a customer-centric culture focused on associate experience and first-contact resolution
• Build scalable operating models to support store growth, seasonal demand, and new technology rollouts
• Operations & Incident Management Own Tier 1 support operations for all end-user and store technologies
• Lead Major Incident Management and Command Center activities
• Ensure consistent incident triage, escalation, and communications during outages
• Partner closely with Infrastructure, Digital Workplace, Network, and Application teams for Tier 2/3 resolution
• Performance, Metrics & Continuous Improvement Use analytics to identify systemic issues and drive problem management
• Continuously improve service processes using ITIL and lean principles
• Measure CSAT on a monthly basis to capture customer sentiment and trending.
• Define and monitor KPIs including: First Contact Resolution (FCR) Mean Time to Resolution (MTTR) Service Level attainment Ticket backlog and aging
• Retail & Store Technology Support Prepare Service Desk operations for store openings, promotions, and holiday peaks
• Partner with Store Operations to improve technology adoption and minimize disruption
• Maintain Disaster Preparedness documentation to assist stores with storm prep and recovery tasks
• Ensure high availability support for: POS systems Store networks and devices Workforce mobility tools Collaboration and productivity platforms
• Technology, Tools & Automation Own Service Management Request, Incident and Problem functions with ServiceNow as the primary delivery platform
• Drive self-service, knowledge management, and automation to reduce call volume
• Improve shift-left capabilities and reduce dependency on Tier 2/3 teams
• Vendor & Financial Management Manage outsourced or co-sourced Service Desk providers (if applicable)
• Own the Service Desk budget and cost optimization initiatives
• Ensure vendors meet performance, quality, and compliance expectations
• People Leadership & Talent Development Lead, mentor, and develop Service Desk managers and leaders
• Establish training, certification, and career progression paths
• Build a resilient, high-engagement team capable of supporting 24x7 retail operations

Benefits

• Bonus opportunities & career advancement opportunities at every level
• Programs that help you reach your financial goals: 401k with company match, Employee Stock Purchase Plan, and Referral Bonus Program
• Medical, Dental, Vision, Life, and other Insurance Plans (subject to eligibility criteria)
• Work-life balance, including: Paid vacation and sick time for eligible associates Paid holidays plus a personal holiday Paid Volunteer Time Off that starts on Day 1

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees