Director Support Desk

Sprouts Farmers Market•Phoenix, AZ

7h•Onsite

About The Position

Please note this position is based in our Phoenix, AZ Support Office. The Director, Support Desk leads a high-performing, customer-centric IT Support organization across Store Support, Stores, and Warehouse locations, owning the end-to-end support experience. This includes Service Desk operations, on-site/end-user support, performance management (KPIs, SLAs/OLAs, service health reporting), and strong business partnership alignment. The role drives a multi-year Support Roadmap focused on AI-enabled support, self-service, and automation, while leading major incident and problem management to improve stability, reduce recurrence, and accelerate service restoration.

Requirements

8+ years of progressive IT support experience with significant leadership responsibility (service desk, end-user support, and/or IT operations).
5+ years leading support organizations with direct accountability for KPIs/SLAs, process maturity, workforce development, and cross-functional partnership.
Experience designing and implementing KPI frameworks, reporting cadences, and service governance models.
Demonstrated experience driving automation/self-service programs and/or managed services strategy in a support context.
Experience leading or heavily participating in major incident management and problem management practices.

Nice To Haves

Retail and/or distributed operations environment experience preferred.

Responsibilities

Establish and execute key elements of tactical and operational plans for the IT Support strategy that aligns Support Desk and End-User Support priorities with enterprise objectives across Store Support, Stores, and Warehouses.
Build and maintain a multi-year roadmap to mature support capabilities, including: o AI-assisted support (agent assist, knowledge summarization, intelligent routing) o Self-service and knowledge management maturity o Automation of repeatable requests/incidents o Production readiness processes to ensure supportability of new/changed services
Establish clear service ownership boundaries, escalation paths, and service handoffs (run/operate) with product and platform teams.
Provide strategic and operational oversight of Desktop Support to ensure effective on-site support and strong customer experience for corporate and field-facing endpoints.
Ensure escalations are handled effectively and that field/store/warehouse support patterns inform roadmap and operations & engineering prioritization.
Ability to influence and effectively communicate with vendor and internal partner relationships, including contract/service agreement negotiation, performance management, and continuous improvement with suppliers.
Own budget planning and management for devices, accessories, lifecycle planning, break/fix allocations, and new hire provisioning in partnership with Desktop Support.
Execute IT Support engagement in major incident management—ensuring rapid triage, escalation, communications, and post-incident learning.
Drive problem management rigor: partner with product/engineering teams to identify root causes, reduce repeat incidents, and improve resilience through permanent fixes.
Establish and mature production readiness/support readiness processes (e.g., operational acceptance, knowledge/runbooks, monitoring/alerting alignment, support tooling readiness, and launch/change readiness).
Design and continuously improve IT Support processes using tooling and automation to streamline workflows, improve quality and consistency, reduce cycle times, and increase first-contact resolution through quality, knowledge, and shift-left initiatives.
Lead manage and develop the Support leadership team (including supervisors and/or managers), setting expectations, coaching performance, and building bench strength.

Benefits

Competitive pay
Sick time plan that you can use to support you or your immediate families health
Vacation accrual plan
Opportunities for career growth
15% discount for you and one other family member in your household on all purchases made at Sprouts
Flexible schedules
Employee Assistance Program (EAP)
401(K) Retirement savings plan with a generous company match
Company paid life insurance
Contests and appreciation events throughout the year full of prizes, food and fun!
Bonus based on company and/or individual performance
Affordable benefit coverage, including medical, dental and vision
Health Savings Account with company match
Pre-tax Flexible Spending Accounts for healthcare and dependent care
Company paid short-term disability coverage
Paid parental leave for both mothers and fathers
Paid holidays
Get Paid Every Day!
Sprouts Farmers Market offers DailyPay - if you’re hired as an eligible employee, you’ll be able to transfer the money you’ve already earned at no extra cost, and get it the next business day, for free. We offer DailyPay so you don’t have to wait for payday to access the money you’ve already worked for. With DailyPay, you can see how much you’ve made every day and you can transfer your money any time before payday.
You can learn more by visiting https://www.dailypay.com/partners/sprouts-farmers-market/.