Technology – Service Desk Manager

PetSmart • Phoenix, AZ

2d • Hybrid

About The Position

The IT Service Desk Manager holds the responsibility of overseeing the day-to-day operations of our technical operations team, serving as a central hub for all technology services at PetSmart. Leading a team of skilled technicians, they provide comprehensive support to end-users across the company. This role extends its influence to guide daily functions of PetSmart IT systems across stores, distribution centers, field, and home office users.
A key component of this position involves collaborating with cross-functional teams to introduce and execute operational enhancements for technology, processes, and our associates. The Service Desk Manager is entrusted with ensuring a seamless, predictable, and well-managed transition through periods of change. This includes overseeing scope, scheduling and forecasted Service Desk volume, allocating resources, and fostering strong partnerships with business counterparts.

Requirements

• 2+ years' experience managing or serving in a supervisory/lead position within an IT operations organization
• or equivalent experience in similar roles and functions with enterprise-level organizations.
• Proven track record of successfully creating, implementing, and driving continuous improvement in technology operations.
• Knowledge and experience in leading IT Operations teams including Service Desks, Operation Centers, and
• Strong understanding of system and application delivery in a fast-paced environment.

Responsibilities

• Management of Level 1 Technical Teams: Oversee the day-to-day activities of your technical team.
• Provide leadership and direction to ensure efficient operations.
• Single Point of Contact for Tech Services: Ensure the Service Desk serves as the primary contact for all technology-related issues.
• Management of your team providing support for end-users across the company.
• Strategic Priorities Align technology systems with the strategic priorities of PetSmart.
• Contribute to the development and implementation of technology strategies.
• Operational Processes Collaborate with cross-functional teams to implement and enhance operational processes.
• Drive improvements to these processes
• Change Management Ensure organized and managed change within our technology systems. In addition to any change that may impact our end-user base
• Manage scope, scheduling, and resources effectively within the team.
• Relationship Building Develop(ed) strong relationships with business partners.
• Collaborate with cross-functional teams to achieve common goals.
• Forecasting and Management of resources: Forecast Service Desk volume and allocate resource accordingly.
• Ensure the team is appropriately staffed to handle Service Desk workload and volume.
• Responsibilities include interviewing, hiring, and coaching/mentoring & rewarding employees; appraising performance; addressing personnel issues professionally.
• Ability to make sound judgments, prioritize and execute tasks in a high-pressure, fast-paced environment without supervision.
• Strong interpersonal skills: ability to communicate with customers, vendors, and business partners.
• Financial Acumen; management of budget, PO’s, internal purchasing processes, accountable for replenishment of store technology equipment

Benefits

• Pet-friendly environment, bring your pets to work and enjoy the on-site dog park!
• On-Site Events & Adoptions, enjoy community-building opportunities, including pet adoption days, seasonal celebrations, family events, art events, & holiday festivals
• “Top Dog” gym with equipment, fitness classes, massage therapists, personal trainers, and wellness spaces
• “Sit & Stay” Café serving fresh breakfast and lunch options, snacks, & more
• “Lil Paws” NAEYC-accredited onsite childcare facility providing high-quality early education
• Paid Volunteer Opportunities to spend time doing good for causes close to heart
• Print Center and Business Services, Dry Cleaning, Mother's Rooms, Sustainable Infrastructure & more

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed