Address
Form of work
SalaryJob Description
Are you passionate about technology and looking for a career where you can make a meaningful impact? Join us at Whole Foods Market, where innovation and community converge. The Service Desk Team Leader plays a crucial role in ensuring the smooth operation of IT services by managing the Service Desk team. This position involves overseeing the day-to-day activities of the Service Desk, including incident management, problem resolution, and service request fulfillment. The Service Desk Team Leader maintains high levels of customer satisfaction, optimizing service delivery processes and implementing continuous improvements to enhance the overall efficiency and effectiveness of IT support services.Why Whole Foods:
A career at Whole Foods Market is more than just the work you do- it's about your personal growth and creating meaningful change. Our purpose is to nourish people and the planet. That means improving how people eat, providing access to fresh and healthy food to people living within food deserts, and so much more. Working with us means you are making a difference within your community and beyond. We aren’t just a grocery store: we’re world-changers. And with your help, we will continue to set the standards of excellence and revolutionize the grocery industry.
Key Responsibilities:
Team Management:
- Lead, motivate, and supervise the Service Desk team, providing guidance and support to ensure high performance and productivity.
- Establish clear objectives, set performance targets, and conduct regular performance evaluations for team members.
- Foster a positive work environment that encourages collaboration, innovation, and continuous learning.
Incident Management:
- Oversee the timely resolution of IT incidents reported by end-users, ensuring adherence to established service level agreements (SLAs).
- Prioritize and escalate incidents as necessary, coordinating with relevant stakeholders to expedite resolution and minimize impact on business operations.
- Conduct root cause analysis for recurring incidents and implement preventive measures to mitigate future occurrences.
Service Request Fulfillment:
- Manage the fulfillment of service requests submitted by end-users, ensuring prompt and efficient delivery of IT services and resources.
- Monitor service request queues, allocate resources appropriately, and track progress to ensure timely completion within agreed-upon SLAs.
- Identify opportunities to automate routine service delivery tasks and streamline request fulfillment processes.
Customer Relationship Management:
- Serve as the primary point of contact for escalations and inquiries from internal stakeholders, ensuring timely communication and resolution of issues.
- Proactively engage with end-users to gather feedback, assess satisfaction levels, and identify areas for improvement in service delivery.
- Establish and maintain strong relationships with business partners to align Service Desk services accordingly.
Continuous Improvement:
- Drive initiatives to continuously improve Service Desk processes, tools, and capabilities, leveraging industry best practices and emerging technologies.
- Monitor key performance indicators (KPIs) and service metrics to identify trends, analyze performance gaps, and implement corrective actions as needed.
- Champion a culture of innovation and continuous learning within the Service Desk team, encouraging participation in training programs and knowledge-sharing activities.
Qualifications and Skills:
- Bachelor's degree in Information Technology, or related field, preferred or experience and relevant certifications (e.g., ITIL, HDI) are a plus.
- Proven experience 4 years in IT service management, with a focus on Service Desk operations and Team Leadership.
- Knowledge of Service Now ticketing system a plus.
- Strong interpersonal and communication skills, with the ability to interact effectively with stakeholders at all levels of the organization.
- Excellent analytical and problem-solving abilities, with a keen attention to detail and a proactive approach to identifying and resolving issues.
- Experience in driving process improvements, implementing Service Desk tools, and optimizing service delivery workflows.
- Ability to prioritize and manage multiple tasks simultaneously in a fast-paced, dynamic environment.
- Leadership qualities, including the ability to inspire, coach, and develop a high-performing team.
- Flexibility to work outside regular business hours and respond to on-call incidents as needed.
This job description outlines the key responsibilities, qualifications, and skills required for the role of Service Desk Team Leader. It provides a comprehensive overview of the duties involved in managing the Service Desk function and supporting the organizations.
At Whole Foods Market, we provide a fair and equal employment opportunity for all Team Members and candidates regardless of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity/expression, age, marital status, disability, or any other legally protected characteristic. Whole Foods Market hires and promotes individuals solely based on qualifications for the position to be filled and business needs.
Whole Foods Market works with job sites like Indeed, LinkedIn, and ZipRecruiter to promote opportunities at our company. Please be aware that other career sites may not be accurate or up to date and may even be fraudulent. We encourage and recommend all candidates to apply via our site.
