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Technology – Service Desk Manager
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.
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
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.
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