Director - Global Service Desk

Job description

The Director, Global Service Desk functions as the "Centralized Front Door" for the entire IT department. This role is dedicated to End-User Experience and Support. You will lead the centralized service delivery functions, ensuring that every employee—whether in a store, a distribution center, or a corporate office—has a single, reliable point of contact for technical assistance. Responsibilities and Duties: Global Service Desk Leadership: Manage the 24/7/365 Tier 1 support function. Ensure continuous coverage and rapid response for all incoming incidents and service requests from over 6,400 Stores, 30 DCs, and several Corporate offices . End-User Experience: Develop and execute a comprehensive support plan that enhances the end-user experience. Act as the primary liaison for end-users, managing escalations and communication. Operational Partnership (Remote vs. Physical): Work in close partnership with the Director, Remote Site Operations. Ensure the Service Desk effectively triages issues remotely to resolve them at Tier 1 before dispatching tickets for physical on-site resolution . Ticket Lifecycle Management: Responsible for the accurate logging, categorization, and prioritizati...