Director - Technology Support Services

About Grocery Outlet:

• Our Mission: Touching lives for the better
• Our Vision: To be the first choice for bargain-minded consumers in the U.S.
• Our Values: Achievement, Diversity, Entrepreneurship, Family, Fun, Integrity & Service

Our IT team’s mission is to push the boundaries of technology with the intention of going above and beyond to aid stores and customers and deliver timely solutions to benefit all members of Grocery Outlet. Our team consists of problem solvers and go-getters who are dedicated to being service-oriented and solving important problems.

As Director, Business Technology Support Services, you will lead the strategy, delivery, and continuous improvement of enterprise IT support and Help Desk services. This role is responsible for ensuring reliable, high-quality support across corporate and distributed business environments, including oversight of internal support teams and managed service providers.

Your mission is to ensure consistent service availability, timely incident resolution, and a positive end-user experience while meeting and exceeding established service level commitments. You will play a critical role in strengthening service management maturity, improving operational performance, and ensuring that support services scale effectively with business growth.

Reporting to VP, IT Operations, you will collaborate closely with infrastructure, application, security, and business partners to ensure support services are aligned with enterprise priorities and operational needs.

• 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…