> Markdown version of [/jobs/ext/216679-director-support-desk](https://www.wearedevelopers.com/jobs/ext/216679-director-support-desk). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Director Support Desk - **Company:** Sprouts Farmers Market - **Location:** Phoenix, AZ, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Information Technology Operations, Knowledge Management - **Published:** May 31, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=b4b7a8aa0e1eaeb4 ## About the Role Do you have experience in Workforce management?, * 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., If you have a passion for inspiring people and a flair for fresh food, consider applying for a job at Sprouts! With a focus on customer service, our neighborhood grocery stores offer high-quality, farm fresh produce, natural meats, plenty of scoop-your-own bulk goods and much more in a fun, friendly, old-fashioned farmer's market setting. Come grow your career in healthy living with a fast-paced, rapidly growing company and teams that pride themselves on empowering others along their journey. ## Description 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. Essential Functions: * 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: o AI-assisted support (agent assist, knowledge summarization, intelligent routing) o Self-service and knowledge management maturity o Automation of repeatable requests/incidents o 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., The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties, responsibilities, and requirements. Sprouts' management reserves the right to amend and change duties, responsibilities, and requirements to meet business and organizational needs as necessary. Sprouts will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Fair Chance in Hiring Ordinance. California Residents: We collect information in accordance with California law, please see here for more information. ## Related Videos - [Same Tower, New Confusion: The Tower of Babel 2.0](https://www.wearedevelopers.com/videos/100101-same-tower-new-confusion-the-tower-of-babel-2-0) - [Edit Your Future: Queerverse Radical AI](https://www.wearedevelopers.com/videos/909-edit-your-future-queerverse-radical-ai) - [Enabling intelligent logistics automation: home-grown Industrial IoT platform at Austrian Post](https://www.wearedevelopers.com/videos/2018-enabling-intelligent-logistics-automation-home-grown-industrial-iot-platform-at-austrian-post) - [Empowering Retail Through Applied Machine Learning](https://www.wearedevelopers.com/videos/976-empowering-retail-through-applied-machine-learning) - [How to be balanced in a software development team](https://www.wearedevelopers.com/videos/66-how-to-be-balanced-in-a-software-development-team) - [Data Science in Retail](https://www.wearedevelopers.com/videos/586-data-science-in-retail) ## Related Articles - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Promotion Interview Questions: How to Answer and Get the Job](https://www.wearedevelopers.com/magazine/413-promotion-interview-questions-how-to-answer-and-get-the-job) - [What Industries Outside of AI Are Hiring The Most AI Experts?](https://www.wearedevelopers.com/magazine/98-what-industries-outside-of-ai-are-hiring-the-most-ai-experts) - [How to Respond to the “Why Do You Deserve a Promotion?” Question](https://www.wearedevelopers.com/magazine/416-how-to-respond-to-the-why-do-you-deserve-a-promotion-question) - [Coffee with Developers - Maria Apazoglou - Making AI understandable for all in production](https://www.wearedevelopers.com/magazine/475-coffee-with-developers-maria-apazoglou-making-ai-understandable-for-all-in-production)