Job Location US-AZ-Phoenix Department Store Support Staff (Corporate/ Field Support) Position Type Full-Time Requisition ID JREQ-385667 Overview 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/ OL - As, 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. Essential Functions - 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 maturityo Automation of repeatable requests/incidentso 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. Knowledge, Skills, Abilities and Physical 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. - Retail and/or distributed operations environment experience preferred.