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Floor & Decor · 1 day ago

Director, IT Service Desk

Atlanta, GA

Full-time

Hybrid

Director/Executive

10+ years exp

Floor & Decor is seeking a Director, IT Service Desk to lead the enterprise Service Desk function supporting various operational areas. This role focuses on enhancing service quality, incident management, and ensuring a customer-centric culture within the IT support environment.

Home DecorHome ImprovementRetail

Hiring Manager

Iser Garcia

Responsibilities

Define and execute the Service Desk strategy aligned with business priorities, peak retail cycles, and digital transformation initiatives

Lead a multi-channel support model (phone, chat, self-service, automation)

Establish a customer-centric culture focused on associate experience and first-contact resolution

Build scalable operating models to support store growth, seasonal demand, and new technology rollouts

Own Tier 1 support operations for all end-user and store technologies

Lead Major Incident Management and Command Center activities

Ensure consistent incident triage, escalation, and communications during outages

Partner closely with Infrastructure, Digital Workplace, Network, and Application teams for Tier 2/3 resolution

Use analytics to identify systemic issues and drive problem management

Continuously improve service processes using ITIL and lean principles

Measure CSAT on a monthly basis to capture customer sentiment and trending

Define and monitor KPIs including:

First Contact Resolution (FCR)

Mean Time to Resolution (MTTR)

Service Level attainment

Ticket backlog and aging

Prepare Service Desk operations for store openings, promotions, and holiday peaks

Partner with Store Operations to improve technology adoption and minimize disruption

Maintain Disaster Preparedness documentation to assist stores with storm prep and recovery tasks

Ensure high availability support for:

POS systems

Store networks and devices

Workforce mobility tools

Collaboration and productivity platforms

Own Service Management Request, Incident and Problem functions with ServiceNow as the primary delivery platform

Drive self-service, knowledge management, and automation to reduce call volume

Improve shift-left capabilities and reduce dependency on Tier 2/3 teams

Manage outsourced or co-sourced Service Desk providers (if applicable)

Own the Service Desk budget and cost optimization initiatives

Ensure vendors meet performance, quality, and compliance expectations

Lead, mentor, and develop Service Desk managers and leaders

Establish training, certification, and career progression paths

Build a resilient, high-engagement team capable of supporting 24x7 retail operations

Qualification

IT Service ManagementIncident ManagementServiceNowITIL v3/v4Retail Operations ExperienceExecutive CommunicationStakeholder ManagementData-driven Decision MakingContinuous Improvement