Technology – Service Desk Manager

About the Team

Pet Smart is experiencing rapid growth in technology, providing best‑in‑class experiences for pets and pet parents. The Technology team has six departments:
Information Security;
Service Delivery;
Business Enabling Systems; eCommerce & Marketing Technology;
Data and Stores; and Services & Supply Chain. This team supports both online and in‑store operations and plays a critical role in Pet Smart’s success.

This role is based at the Phoenix Home Office. Employees are expected to work a minimum of four days in the office each week, with one remote “flex day” if approved by the leader. The hybrid approach encourages collaboration while supporting flexibility.

Pet Smart Technology – Service Desk Manager

The Service Desk Manager oversees the day‑to‑day operations of the technical team, serving as the central hub for all technology services. This role leads a team of technicians, supports end users across the company, and ensures seamless operations across stores, distribution centers, field, and the home office.

• Manage day‑to‑day activities of the technical team.
• Provide leadership and direction for efficient operations.
• Serve as the primary point of contact for technology‑related issues.
• Guide cross‑functional teams in introducing and executing operational enhancements.
• Ensure smooth, predictable transitions during periods of change, including scope, scheduling, and forecasted Service Desk volume.
• Allocate resources and collaborate with business counterparts.
• Align technology systems with Pet Smart’s strategic priorities and contribute to technology strategy development.
• Collaborate with cross‑functional teams to implement and enhance operational processes and drive process improvements.
• Manage change within technology systems, ensuring organized and effective implementation.
• Build strong relationships with business partners and cross‑functional teams.
• Forecast Service Desk volume and allocate resources accordingly.
• Interview, hire, coach, mentor, reward, appraise performance, and address personnel issues professionally.
• Make sound judgments, prioritize, and execute tasks in a high‑pressure, fast‑paced environment without supervision.
• Communicate effectively with customers, vendors, and business partners.
• Manage the budget, purchase orders, and internal purchasing processes; be accountable for replenishment of store technology equipment.

• 2+ years of supervisory or leadership experience in an IT operations organization.
• Proven track record of creating, implementing, and driving continuous improvement in technology operations.
• Experience leading IT operations teams, including Service Desks and Operation Centers.
• Strong understanding of system and application delivery in a fast‑paced environment.
• Experience with enterprise‑level organizations.

• Role requires collaboration, teamwork, and face‑to‑face interaction with colleagues, leaders, and/or clients.
• In‑office presence supports timely decision‑making and results.
• Flex Smart policy supports innovation, mentorship, and engagement.
• This is not an exhaustive list of all essential job functions.

Pet Smart’s culture focuses on belonging, shared purpose, and empowerment. The home office offers pet‑friendly amenities, local events, a gym, café, childcare, volunteer opportunities, and more.

Pet Smart provides equal employment opportunity for all associates and job applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.