Grocery Outlet · 14 hours ago
Director - Technology Support Services
Emeryville, CA
Full-time
Hybrid
Director/Executive
$160K/yr - $175K/yr
10+ years expGrocery Outlet is committed to touching lives for the better and aims to be the first choice for bargain-minded consumers in the U.S. The Director of Technology Support Services will lead the strategy and delivery of enterprise IT support and Help Desk services, ensuring high-quality support and service availability across corporate and distributed environments.
RetailFood and BeverageGrocery
Responsibilities
Lead enterprise-wide IT support and Help Desk services, ensuring consistent, reliable delivery across all supported users and locations
Own Tier 1 support operations and ensure effective coordination with Tier 2 and Tier 3 Business Technology and business teams
Ensure support services operate with clear accountability, defined escalation paths, and predictable outcomes
Build and mature ITIL-aligned service management practices, including incident, problem, change, request, and knowledge management
Ensure consistent execution of service management processes across internal teams and external service providers
Champion proactive service management practices to reduce incidents and improve overall service stability
Ensure consistent adherence to Service Level Agreements (SLAs) and operational performance commitments across all support services
Drive high levels of customer satisfaction (CSAT) through disciplined service management, effective communication, and continuous improvement
Establish, monitor, and continuously improve KPIs including SLA compliance, mean time to resolution, first-contact resolution, backlog health, and customer satisfaction
Provide regular, transparent reporting on service performance, trends, and improvement initiatives to senior leadership
Manage strategic relationships with managed service providers supporting IT support and Help Desk services
Define service expectations, performance measures, and governance mechanisms to ensure vendors meet contractual obligations
Drive service quality improvements, operational efficiency, and cost effectiveness across the vendor ecosystem
Lead major incident response and escalation management, ensuring timely resolution and effective communication with stakeholders
Ensure root cause analysis and corrective actions are completed and tracked to closure
Oversee the Service Desk platform and related support tools, ensuring they effectively support service delivery needs
Drive adoption of self-service, automation, and knowledge management capabilities to improve efficiency and user experience
Identify and implement opportunities to improve processes, tools, and operating models over time
Build, lead, and develop high-performing support service teams and leaders
Establish clear performance expectations, development plans, and succession coverage
Foster a culture of accountability, collaboration, and continuous improvement
Qualification
Required
10+ years of experience in IT service management, IT operations, or enterprise support roles
5+ years in senior leadership roles with responsibility for large-scale IT support or service delivery organizations
Demonstrated experience managing managed service providers and outsourced support models
Strong understanding of ITIL-based service management practices and enterprise support operating models
ITIL v3 or v4 Certification required (Foundation required; Intermediate or Expert level preferred)
Deep expertise in IT service management platforms such as ServiceNow, Jira Service Management, Zendesk, or equivalent
Strong analytical, problem-solving, and decision-making capabilities in complex operational environments
Excellent communication, negotiation, and interpersonal skills, with the ability to influence stakeholders at all levels of the organization
Metrics-driven and disciplined in managing SLA performance, customer satisfaction (CSAT), and continuous improvement
Proven ability to lead and develop high-performing teams while effectively managing managed service providers and vendor partners
Effective at translating technical service issues into clear business impact and actionable improvement plans
Preferred
Experience supporting distributed or multi-location environments preferred
PMP, COBIT, or similar certifications are a plus
Benefits
Annual Bonus Program
Equity
401(k) Profit Sharing
Medical, Dental, Vision & More!
Company
Grocery Outlet
The largest “extreme-value” grocer in the U.S. We have more than 200 locations in CA, ID, NV, OR, PA Washington.
1001-5000 employees
H1B Sponsorship
Grocery Outlet has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (5)
2023 (4)
2022 (5)
2021 (1)
2020 (3)
Funding
Current Stage
Public CompanyTotal Funding
$439M2019-10-01Post Ipo Equity· $439M
2019-06-20IPO
Leadership Team
Jason Potter
Chief Executive Officer
Andrea R Bortner
Chief Human Resources Officer
Recent News
2026-02-11
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2026-02-03
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2026-01-23
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