Director - Technology Support Services

Grocery Outlet Career•Emeryville, CA

7d•$160,000 - $175,000

About The Position

As Director, Business Technology Support Services, you will lead the strategy, delivery, and continuous improvement of enterprise IT support and Help Desk services. This role is responsible for ensuring reliable, high-quality support across corporate and distributed business environments, including oversight of internal support teams and managed service providers. Your mission is to ensure consistent service availability, timely incident resolution, and a positive end-user experience while meeting and exceeding established service level commitments. You will play a critical role in strengthening service management maturity, improving operational performance, and ensuring that support services scale effectively with business growth. Reporting to VP, IT Operations, you will collaborate closely with infrastructure, application, security, and business partners to ensure support services are aligned with enterprise priorities and operational needs.

Requirements

10+ years of experience in IT service management, IT operations, or enterprise support roles.
5+ years in senior leadership roles with responsibility for large-scale IT support or service delivery organizations.
Demonstrated experience managing managed service providers and outsourced support models.
Strong understanding of ITIL-based service management practices and enterprise support operating models.
ITIL v3 or v4 Certification required (Foundation required; Intermediate or Expert level preferred).
Strategic and operational leader with a strong sense of ownership and accountability for service outcomes.
Deep expertise in IT service management platforms such as ServiceNow, Jira Service Management, Zendesk, or equivalent.
Strong analytical, problem-solving, and decision-making capabilities in complex operational environments.
Excellent communication, negotiation, and interpersonal skills, with the ability to influence stakeholders at all levels of the organization.
Metrics-driven and disciplined in managing SLA performance, customer satisfaction (CSAT), and continuous improvement.
Proven ability to lead and develop high-performing teams while effectively managing managed service providers and vendor partners.
Effective at translating technical service issues into clear business impact and actionable improvement plans.

Nice To Haves

Experience supporting distributed or multi-location environments preferred.
PMP, COBIT, or similar certifications are a plus.

Responsibilities

Support Services Leadership & Delivery Lead enterprise-wide IT support and Help Desk services, ensuring consistent, reliable delivery across all supported users and locations.
Own Tier 1 support operations and ensure effective coordination with Tier 2 and Tier 3 Business Technology and business teams.
Ensure support services operate with clear accountability, defined escalation paths, and predictable outcomes.
Service Management & Operational Excellence Build and mature ITIL-aligned service management practices, including incident, problem, change, request, and knowledge management.
Ensure consistent execution of service management processes across internal teams and external service providers.
Champion proactive service management practices to reduce incidents and improve overall service stability.
SLA, KPI & Performance Management Ensure consistent adherence to Service Level Agreements (SLAs) and operational performance commitments across all support services.
Drive high levels of customer satisfaction (CSAT) through disciplined service management, effective communication, and continuous improvement.
Establish, monitor, and continuously improve KPIs including SLA compliance, mean time to resolution, first-contact resolution, backlog health, and customer satisfaction.
Provide regular, transparent reporting on service performance, trends, and improvement initiatives to senior leadership.
Managed Services & Vendor Management Manage strategic relationships with managed service providers supporting IT support and Help Desk services.
Define service expectations, performance measures, and governance mechanisms to ensure vendors meet contractual obligations.
Drive service quality improvements, operational efficiency, and cost effectiveness across the vendor ecosystem.
Major Incident & Escalation Management Lead major incident response and escalation management, ensuring timely resolution and effective communication with stakeholders.
Ensure root cause analysis and corrective actions are completed and tracked to closure.
Technology Enablement & Continuous Improvement Oversee the Service Desk platform and related support tools, ensuring they effectively support service delivery needs.
Drive adoption of self-service, automation, and knowledge management capabilities to improve efficiency and user experience.
Identify and implement opportunities to improve processes, tools, and operating models over time.
People Leadership Build, lead, and develop high-performing support service teams and leaders.
Establish clear performance expectations, development plans, and succession coverage.
Foster a culture of accountability, collaboration, and continuous improvement.