IT Service Desk Store Manager

The Service Desk Store Manager is responsible for partnering with the IT Service Desk leadership team, coordinating with stakeholders, defining service level agreements for internal and MSP teams, and detailing the scope of IT services to be delivered. The Manager is responsible for defining the KPIs and performance metrics for the Service Desk and MSP Service Desk Technicians and detailing how they will be measured.  

The Service Desk Manager must act as a communication channel between the stakeholders and the Service Desk teams, including MSP teams, conveying this message, and supporting the company and Service Desk leadership in its vision. 

Service Desk Managers must develop the IT Service Desk Corporate, Store Support and MSP processes, document and audit them, and ensure standards are compliant with the direction and vision of the Service Desk leadership. They are responsible for continuously analyzing workflows and performance metrics and implementing strategies to improve them and make them more efficient and streamlined.

Responsibilities and Requirements

• Collaboratively partner with IT Service Desk Managers and MSP leadership to direct a team of Tier 1 and Tier 2 Service Desk personnel
• Collaboratively partner with IT Service Desk Managers and MSP leadership to oversee the Service Desk teams and evaluate performance up to and including:
  • Creation of, and ongoing assessment of defined performance and quality standards and metrics
  • Consistent and regular communication of performance expectations
  • Consistent and regular monitoring of associate performance
  • Associate development
  • Identification of and delivery of performance disciplinary action, as needed
• Ensure customer service is timely and accurate daily
• Recruit, train, and support IT Service Desk technicians and manage any escalations
• Set specific customer service standards
• Contribute to improving customer support by actively responding to queries and handling complaints
• Establish best practices through the entire technical support process
• Follow up with customers to identify areas of improvement
• Develop daily, weekly, monthly and ad hoc reports on Service Desk team’s productivity and generating feedback reports for management
• Provide customer feedback to the appropriate internal teams, like Store Operations, Engineering and IT product developers
• Balance customer-service with a problem-solving attitude
• Demonstrate excellent written and verbal communications skills
• Demonstrate excellent interpersonal and conflict resolution skills
• Engage IT level 3 teams by providing trends and ensuring the IT Service Desk has proper documentation to manage to those trends
• Making recommendations to improve operational efficiency
• Demonstrate analytical and troubleshooting skills
• Ability to work under pressure
• Basic project management skills 
• Must be able to work effectively and efficiently in a team environment 
• Solid relationship management and performance management skills.  
• Ability to motivate leadership staff members and subordinates
• Ability to present ideas in user-friendly language to non-technical staff and end users
• Partners with MSP provider and vendors to ensure the IT Service Desk platform meets the needs of the organization
• Oversee IT Service Desk transformation initiatives to ensure they support the achievement of the short/long term plan(s)
• Perform other such roles and duties as may be reasonably required by executive management or by any other managerial representative of F&D from time to time
• Be a change agent responsible to drive cultural transformation using continuous improvement principles, methods, and tools

WORKING CONDITIONS (TRAVEL & ENVIRONMENT):

• Infrequent travel required including air and car
• While performing the duties of this job, the employee may occasionally be exposed to a warehouse environment and moving vehicles.  The noise level in the work environment is typically quiet to moderate.

PHYSICAL/SENSORY    REQUIREMENTS

Sedentary Work – Ability to exert 10 - 20 pounds of force occasionally, and/or negligible amount of force frequently to lift, carry, push, pull or otherwise move objects.  Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time.

Note:  Floor & Decor considers all applicants for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, medical condition, pregnancy, marital or familial status, veteran status, or based on any other class protected by applicable federal, state, or local law.  Floor & Decor also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

This job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer at its sole discretion.

Benefits & Rewards

• Bonus opportunities at every level

• Career advancement opportunities

• Relocation opportunities across the country

• 401k with discretionary company match

• Employee Stock Purchase Plan

• Referral Bonus Program

• Corporate Discount Programs

• Medical, Dental, Vision, Life and other Insurance Plans (subject to eligibility criteria)

​

Equal Employment Opportunity

Floor & Decor is an equal opportunity employer and is committed to equal opportunity for all associates and applicants.  F&D recruits, hires, trains, promotes, compensates and administers all personnel actions without regard to race, color, religion, sex, sex stereotyping, pregnancy (which includes pregnancy, childbirth and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, gender expression, national origin, age, mental or physical disability, ancestry, medical condition, marital status, military or veteran status, citizenship status, sexual orientation, genetic information or any other status protected by applicable law.

This policy applies to all areas of employment, including recruitment, testing, screening, hiring, selection for training, upgrading, transfer, demotion, layoff, discipline, termination, compensation, benefits and all other privileges, terms and conditions of employment.  This policy and the law prohibit employment discrimination against any associate or applicant on the basis of any legally protected status outlined above.