Director of IT Support
US-NC-Greensboro
The Fresh Market
Req #: 126833
Type: Full-Time
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Overview: * Strategic Leadership: * Develop and execute a comprehensive solutions roadmap aligned with The Fresh Market's business strategy and IT objectives. * Champion digital transformation initiatives, ensuring seamless integration of innovative technologies with existing systems to meet business objectives. * Engages with vendors, consultants, and technology partners to deliver cost-effective, high-impact solutions on time, within budget, and conforming to internal technology standards. * Works closely with IT teams, including delivery managers, architects, developers, and engineers, to ensure retail solutions are scalable, secure, and reliable. * Develop, evolve, and actively manage a comprehensive IT Service Model, including Service Strategy, Service Design, Service Delivery, Service Transition, Service Operation, Continual Service Improvement, Incident Management, Problem Management, Change Management, Service Request Management, Knowledge Management. * Recruit, train, and mentor IT Support staff, fostering a culture of continuous improvement, customer service, and innovation excellence. * Evaluate and manage employee engagement, retention, and professional development of team members. * Governance and Compliance: * Establish and maintain governance frameworks to manage technical project portfolios, ensuring adherence to regulatory, security, and organizational standards. * Collaborate with compliance and risk teams to embed security and data privacy into all technology solutions. * Ensure alignment with cybersecurity directives and organizational policies, partnering with security teams to mitigate risks and uphold data protection standards. * Project Management * Manage a portfolio of IT projects ensuring on time, on budget, delivery while maintaining defined quality and scope parameters. * Measure key project indicators measuring delivery dates, budget, project quality, business satisfaction, scope management, risk management, and process efficiency. * Measure the effectiveness of delivery teams through the Agile methodology and tooling. * Effectively manage project and other budget items within scope of responsibility. * Helpdesk Management: * Lead and manage the IT level 1 support team to provide outstanding service to all end users, including employees in corporate offices and retail stores. * Actively develop, enforce, and report on service SLAs (Service Level Agreements) to ensure timely resolution of service requests with high quality. * Design, implement, and oversee helpdesk processes, ticketing systems, and knowledge management. * Design and implement Service Strategy, Service Design, Service Operation, Continual Service Improvement, Incident Management, Problem Management, Service Request Management, and Knowledge Management. * Establish, maintain, and continually improve help desk methods and processes using established industry best practices. * Plan and manage staffing levels to meet operational demands to ensure appropriate support coverage. * Provide training and professional development opportunities to enhance team skills and performance. Collaborate with all IT departments to ensure knowledge sharing and training effectiveness. * Service delivery must achieve seamless accessibility, courteous user experience, superior communication, consistency of outcomes, reliability, quality, and user feedback mechanisms. * Develop and maintain reporting metrics to enable effective continuous improvement process. * Retail Store IT Support: * Ensure all retail store locations have reliable IT retail infrastructure, including POS systems, printers, scales, and mobile devices. Effectively develop, maintain, and efficiently manage all retail assets lifecycle. * Monitor and maintain the performance, security, and availability of all in-store retail technology systems. * Oversee the delivery of retail software applications, platforms, and digital services, ensuring solutions align with internal architectural patterns, business requirements, and industry best practices. * Provide leadership for the deployment of retail store technologies, coordinating, planning, and execution with construction and operations teams to ensure timely rollout of new technology initiatives. * Lead IT efforts in new store builds, renovations, and upgrades. Ensure all technology components are properly installed, tested, and operational before store openings. * Ensure team is educated and experienced in complete retail technology stack to provide effective level 2 support. * Lead team to Information Architecture * End-User Application and Device Support: * Oversee support for corporate end-user applications, such as productivity software, communication tools, and some business applications. Staff should be fully trained to be subject matter experts on corporate end user applications and services. * Ensure efficient and courteous support and maintenance of end-user devices (laptops, desktops, tablets, printers, mobile phones, etc.). * Implement device management tooling, policies, best practices, and software to effectively manage end user devices. * Department will manage procurement, lifecycle management, contracts, vulnerability management, monitoring tools, of all end user devices. * Department will facilitate a change management process including rollout planning, communications, and end user instruction. * Implement a full lifecycle management methodology to manage all end user devise from cradle to grave, sourcing, maintenance scheduling, replacement scheduling, budgeting, and retirements processes. * Ensure staff is fully trained and are subject matter experts on corporate end user applications * End user support should provide assistance to the SSC staff in a prompt, courteous, friendly, empathetic manner that meets the needs of the employees. * Customer service should be measured and evaluated according to internal standards. Responsibilities: At a minimum, you will need: * Bachelor's degree in Information Technology, Business Administration, or a related field; Master's degree preferred. * Agile, PMP, ITIL, or relevant certifications are a plus. * 15+ years of progressive experience in IT support or service management, with at least 7 years in a leadership roles overseeing the delivery of enterprise IT support. * Exceptional experience managing end-user applications, digital device support, and retail technology systems, including POS and related platforms. * Proven track record of leading customer-centric help desk and IT support teams in a multi-location environment, preferably in retail or a similar industry. * Strong understanding of ITIL principles, service management frameworks, and their application in IT support operations. * Experience with IT support technologies, such as ticketing systems (e.g., ServiceNow, Zendesk), remote support tools, and knowledge management platforms. * Experience with retail-specific IT systems, including POS, inventory management, and in-store technologies. * Proficiency in analyzing and reporting KPIs to monitor performance and drive improvements. * Excellent communication, collaboration, and interpersonal skills to engage effectively with technical and non-technical stakeholders. * Demonstrated ability to drive innovation and continuous improvement across complex projects and teams. * Encourages teamwork and cross-functional collaboration to deliver impeccable service and results. * Passionate about driving digital transformation and fostering a culture of innovation. * Focused on delivering measurable business value through technology solutions. * Strong organizational and project management skills, with experience overseeing multiple simultaneous initiatives using industry standard tooling. * Proven ability to foster a culture of excellence, collaboration, and continuous improveme
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