Director - Global Service Desk

O'Reilly Auto Parts • Headquarters, KY

2d

About The Position

The Director, Global Service Desk functions as the "Centralized Front Door" for the entire IT department. This role is dedicated to End-User Experience and Support. You will lead the centralized service delivery functions, ensuring that every employee—whether in a store, a distribution center, or a corporate office—has a single, reliable point of contact for technical assistance.

Requirements

• Service Desk Management: Extensive experience managing high-volume, 24/7 Service Desk environments in a retail or enterprise setting.
• Customer Service Excellence: A relentless focus on the end-user experience, with the ability to de-escalate complex situations and drive customer satisfaction.
• Operational Triage: Strong ability to define triage workflows to distinguish between remote software fixes (Tier 1) and physical hardware dispatches (Tier 2).
• Data-Driven Decision Making: Ability to analyze ticket trends to identify training gaps, upstream system issues, or staffing needs.
• Leadership & People Management: Demonstrated success in leading, coaching, and developing a large team of support agents and supervisors.
• Business Insight: Understanding of the retail operating model to differentiate between "System Issues" and "Operational/Process Issues.
• Education: Master's Degree or Equivalent Level preferred.
• Experience: Wide and deep experience providing expert competence (Over 10 years to 15 years), specifically in Service Desk or Call Center management.
• Managerial Experience: Experience planning, managing, and organizing resources within short/medium timescales and overall policy framework (6 to 10 years).

Responsibilities

• Global Service Desk Leadership: Manage the 24/7/365 Tier 1 support function. Ensure continuous coverage and rapid response for all incoming incidents and service requests from over 6,400 Stores, 30 DCs, and several Corporate offices
• End-User Experience: Develop and execute a comprehensive support plan that enhances the end-user experience. Act as the primary liaison for end-users, managing escalations and communication.
• Operational Partnership (Remote vs. Physical): Work in close partnership with the Director, Remote Site Operations. Ensure the Service Desk effectively triages issues remotely to resolve them at Tier 1 before dispatching tickets for physical on-site resolution
• Ticket Lifecycle Management: Responsible for the accurate logging, categorization, and prioritization of all incoming tickets. Manage the escalation of tickets to Tier 2/3 support teams (e.g., Network, Platforms, App Dev) when remote resolution is not possible
• Scope & Operational Boundaries: Actively manage the scope of the Service Desk to ensure focus remains on technical resolution. You must ensure non-IT business requests are routed to the appropriate partners, including: Inventory Logic: Routing freight discrepancy/auto-post extension requests to Store Operations/Loss Prevention. Financials: Routing cash drawer shortages and credit extension requests to Loss Prevention auditors. Facilities: Routing physical building issues (HVAC, plumbing, doors) to Facilities management.
• Performance Analytics: Monitor, report on, and analyze Service Desk performance (Speed to Answer, Abandonment Rate, FCR). Set appropriate performance objectives for direct reports and hold them accountable.

Benefits

• Competitive Wages & Paid Time Off
• Stock Purchase Plan & 401k with Employer Contributions Starting Day One
• Medical, Dental, & Vision Insurance with Optional Flexible Spending Account (FSA)
• Team Member Health/Wellbeing Programs
• Tuition Educational Assistance Programs
• Opportunities for Career Growth

What This Job Offers

• Job Type: Full-time
• Career Level: Director