Technology – Service Desk Manager

About the Team

It’s an exciting time in technology, and that buzz is felt throughout Pet Smart! We are continuing to grow at a faster pace and we want to continue to provide best-in-class experiences for pets and pet parents.

Our
Technology team
has 6 different departments:
Information Security, Service Delivery, Business Enabling Systems, eCommerce & Marketing Technology, Data and Stores, Services & Supply Chain.

Whether it’s online or in our stores, the work that the IT team does is instrumental in Pet Smart’s success. We have a strategic and actionable plan underway and are looking for associates who are just as excited about it as we are.

At Pet Smart, teamwork and connection are core to how we thrive. This role is based at our Phoenix Home Office, with an expectation of working a minimum of four days in the office each week. In a standard work week, associates may work up to one remote “flex day” (with leader approval). Our hybrid approach is designed to foster strong collaboration while also supporting flexibility and individual success.

Pet Smart Technology – Service Desk Manager

JOB DESCRIPTION

It’s an exciting time in technology, and that buzz is felt throughout Pet Smart! We are continuing to grow at a faster pace, and we want to continue to provide best-in-class experiences for pets and pet parents. Whether it’s online or in our stores, the work that the Technology team does is instrumental in Pet Smart’s success. We have a strategic and actionable plan underway and are looking for associates who are just as excited about it as we are.

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 ding 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 Pet Smart 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.

• Oversee the day-to-day activities of your technical team.
• Provide leadership and direction to ensure efficient operations.

• 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.

• Align technology systems with the strategic priorities of Pet Smart.
• Contribute to the development and implementation of technology strategies.

• Collaborate with cross-functional teams to implement and enhance operational processes.
• Drive improvements to these processes

• 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.

• Develop(ed) strong relationships with business partners.
• Collaborate with cross-functional teams to achieve common goals.

• 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;…