IT Support Manager I, Ops Tech Solutions (OTS) World Wide Grocery Store Service Desk

Job description

We are seeking an experienced IT Support Manager to lead weekend and evening Service Desk operations (Thursday through Mon) supporting the Whole Foods Market business. This role is critical to ensuring uninterrupted, high-quality technical support during weekend hours. The IT Support Manager will provide direct leadership to the Service Desk team, serve as the primary escalation point during off-hours, and drive operational excellence across all weekend and evening support activities.

Key job responsibilities

Team Leadership

Manage, coach, and develop a team of Service Desk associates during weekend and evening shifts, ensuring consistent performance and professional growth.

Peak Hour Coverage

Own end-to-end Service Desk operations during peak support hours (Thursday – Monday), ensuring adequate staffing, coverage, and response times.

Escalation Management

Serve as the primary point of escalation for critical and high-severity incidents impacting Whole Foods Market store operations during assigned shifts.

Operational Excellence

Monitor and drive key service desk performance metrics including first-contact resolution, average response time, ticket volume, and customer satisfaction.

Cross-Shift Coordination

Partner closely with weekday leadership and the Service Readiness team to ensure seamless handoffs, continuity of open issues, and alignment on priorities.

Incident Management

Lead incident triage, troubleshooting, and resolution efforts for store technology issues, ensuring minimal disruption to business operations.

Process Improvement

Identify gaps in weekend/evening support processes and implement continuous improvement initiatives to enhance service quality and efficiency.

Reporting & Communication

Provide regular shift reports, weekend performance summaries, and proactive communication to leadership on trends, risks, and operational status.

Knowledge Management

Ensure team members have access to up-to-date knowledge articles, runbooks, and troubleshooting guides to support efficient issue resolution.

Stakeholder Engagement

Build and maintain strong relationships with Whole Foods Market store leadership and cross-functional IT teams to understand business needs and align support priorities.

A day in the life

This manager begins each shift by reviewing handoff notes and aligning the Service Desk team on priorities. During peak store hours, they triage critical incidents ,POS outages, network failures, payment issues, and lead bridge calls to drive resolution. They coach associates in real time, monitor SLA dashboards, and communicate incident status to leadership when needed . As the shift closes, they compile performance summaries and document handoff notes for the next team.

Weekends demand heightened focus as Whole Foods Market stores experience the highest traffic, requiring proactive trend monitoring and rapid escalation management across all five days.

About the team

Please note that employees are expected to work a flexible schedule/shift/work area, including weekends, nights, and/or holidays. This is not a standard Mon-Fri day shift position and requirements are based on business need.