Director Desk

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/OLAs, 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.

• 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:
• AI-assisted support (agent assist, knowledge summarization, intelligent routing)
• Self-service and knowledge management maturity
• Automation of repeatable requests/incidents
• 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.

• 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.

• Competitive pay
• Sick time plan that you can use to support you or your immediate families health
• Vacation accrual plan
• Opportunities for career growth
• 15% discount for you and one other family member in your household on all purchases made at Sprouts
• Flexible schedules
• Employee Assistance Program (EAP)
• 401(K) Retirement savings plan with a generous company match
• Company paid life insurance
• Contests and appreciation events…