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. 

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