Director IT End User Support

Category/Area of Expertise: IT & Technology

Job Requisition: 426306

Address: USA-MA-Quincy-1385 Hancock Street

Store Code: Service Delivery-Store Technology (5145416)

Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which includes five leading omnichannel grocery brands - Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Our associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.

Primary Purpose

The End User Support Director will manage and direct all activities of end user support interactions including all Retail Help Desk Services, Corporate Help Desk Services, eCommerce Operational services, Executive end user support services, and end user device engagement support. This leader is also responsible for the continuous improvement and assurance of the end user experience to drive user enhancements in the engagement models through technology, process or people. Additionally, this leader is responsible for all brand engagement escalations and performance metrics with resources working in concert with the Business Relationship managers to drive reporting needs, escalation needs, and IT service improvements.

This leader will be responsible for both internal and outsourced suppliers to ensure all performance metrics such as SLA's, SLO's, or business outcome metrics defined are met. Additionally, this leader will own the Executive Support team that provides concierge IT support for our senior most leaders in the organization including the CEO. This leader will drive the strategic direction of the end user and help desk model to ensure optimal experiences are achieved along with financial viability. Additionally, this leader will help ensure end user experiences are met in our corporate campuses ensuring our audio/video equipment is maintained and leveraged consistently by the end user community.

Duties & Responsibilities

D rive the delivery of an optimized, efficient and effective Retail Help Desk supporting all of our brands and systems within those brands

Responsible for all first and second level support for retail brands including single store escalation needs and experiences

Responsible for all first level corporate support for all corporate associates in the US and ensures an optimized user experience for associates to report issues, follow up, escalate

Responsible for all Executive IT support for the US that includes concierge IT support for all SVP's and above in the organization - they are to ensure all top leaders in the organization are well supported and their IT experiences are optimal

Drives the overall continuous improvement and experience for first level IT support engagement with our business - this leader is to drive the modernization approach to how we deliver support, make it easy for our business community and ensure a consistent and positive customer experience for all first level interactions

Responsible for and drives business relationship service delivery reporting needs working closely with all Business Relationship Managers to provide performance metrics, continuous improvement plans, brand escalation needs

Collaborate and partners with IT Operations team, Digital Command Center to ensure all incidents are documented and transitioned with quality and all ITIL practices are adhered

Partners with Brand leaders to provide reporting metrics on IT services, Executive level recap reporting, and continuous improvement plans for delivering support services

Responsible for Corporate campus technology experiences to ensure audio/video systems are working and usability is consistent for all campuses

The successful candidate will be a technically versed resource with excellent customer service skills.

This candidate will lead a diverse set of people across multiple locations and act as the main point of contact for technical issues impacting our workstation environment, as well as effectively interact with Executive team members and other leaders across the organization.