The Director, IT Service Desk is responsible for leading the enterprise Service Desk function that supports store operations, corporate offices, distribution centers, and digital commerce environments. This role owns the Tier 1 support experience, drives service quality, stability, and continuous improvement, and acts as the front door to IT for all associates.

In a retail environment where uptime, speed, and customer experience are critical, this leader ensures rapid issue resolution, effective incident management, and seamless escalation into Tier 2 and Tier 3 technology teams.

Key Responsibilities

Service Desk Strategy & Leadership

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 Operations & Incident Management 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 Performance, Metrics & Continuous Improvement 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 Retail & Store Technology Support 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 Technology, Tools & Automation 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 Vendor & Financial Management 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 People Leadership & Talent Development 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 Qualifications & Experience

Required 10+ years of progressive IT experience with 5+ years in Service Desk or IT Operations leadership Experience supporting retail, multi-site, or frontline operations Strong knowledge of ITSM frameworks (ITIL v3/v4) Proven experience managing high-volume support environments Demonstrated success leading major incident and outage response Strong executive communication and stakeholder management skills Preferred Experience with ServiceNow or comparable ITSM platforms Experience leading 24x7 or follow-the-sun support models ITIL certification (Intermediate or Managing Professional) Experience integrating Command Center or Technology Operations Center models Exposure to digital commerce or omnichannel retail environments Leadership Competencies Customer-first mindset with strong business acumen Calm, decisive leadership during incidents and peak retail events Data-driven decision making Ability to influence without authority across technology teams Passion for continuous improvement and operational excellence Benefits & Rewards

Bonus opportunities & career advancement opportunities at every level

Programs that help you reach your financial goals: 401k with company match, Employee Stock Purchase Plan, and Referral Bonus Program

Medical, Dental, Vision, Life, and other Insurance Plans (subject to eligibility criteria)

Work-life balance, including: Paid vacation and sick time for eligible associates Paid holidays plus a personal holiday Paid Volunteer Time Off that starts on Day 1

Equal Employment Opportunity

Floor & Decor provides equal employment opportunities to all associates and applicants without regard to age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, disability, veteran status, genetic information, ethnicity, citizenship, or any other category protected by law.

This policy applies to all areas of employment, including recruitment, testing, screening, hiring, selection for training, upgrading, transfer, demotion, layoff, discipline, termination, compensation, benefits and all other privileges, terms and conditions of employment. This policy and the law prohibit employment discrimination against any associate or applicant on the basis of any legally protected status outlined above.