Director of IT Support

The Fresh Market & You:

Our mission is to make everyday eating extraordinary for our guests. We create a warm, welcoming, memorable experience with exceptional, personal service. We're looking for a new team member who strives for excellence and brings positive energy, commitment, and a "can-do" attitude to work every day. We value teamwork and celebrate our successes as a team and will value your contribution!

Added Benefits for choosing The Fresh Market Team:

• Team member discount up to 40%
• Health, Dental & Vision insurance available for individual, spouse, partner, and family.
• 401K contribution and match for part-time and full-time team members.
• Personal time off and additional time off purchase plans available
• And much more!

About The Position:

The Director of IT Support is responsible for leading a strategic, customer-focused IT support organization, leveraging industry-recognized methodologies and advanced technologies to deliver exceptional service. This role will foster a culture of support excellence, ensuring alignment of IT support strategies with business objectives, and driving continuous improvement to enhance quality and efficiency of services. This role oversees all aspects of the IT Support function, including help desk management, end-user applications, end user devices, and retail technology & applications implementation across all The Fresh Market retail locations.

This role will lead a team and report to the Vice President of Information Technology.

What You'll Do:

• Strategic Leadership:
• Develop and execute a comprehensive solutions roadmap aligned with The Fresh Market's business strategy and IT objectives.
• Champion digital transformation initiatives, ensuring seamless integration of innovative technologies with existing systems to meet business objectives.
• Engages with vendors, consultants, and technology partners to deliver cost-effective, high-impact solutions on time, within budget, and conforming to internal technology standards.
• Works closely with IT teams, including delivery managers, architects, developers, and engineers, to ensure retail solutions are scalable, secure, and reliable.
• Develop, evolve, and actively manage a comprehensive IT Service Model, including Service Strategy, Service Design, Service Delivery, Service Transition, Service Operation, Continual Service Improvement, Incident Management, Problem Management, Change Management, Service Request Management, Knowledge Management.
• Recruit, train, and mentor IT Support staff, fostering a culture of continuous improvement, customer service, and innovation excellence.
• Evaluate and manage employee engagement, retention, and professional development of team members.
• Governance and Compliance:
• Establish and maintain governance frameworks to manage technical project portfolios, ensuring adherence to regulatory, security, and organizational standards.
• Collaborate with compliance and risk teams to embed security and data privacy into all technology solutions.
• Ensure alignment with cybersecurity directives and organizational policies, partnering with security teams to mitigate risks and uphold data protection standards.
• Project Management:
• Manage a portfolio of IT projects ensuring on time, on budget, delivery while maintaining defined quality and scope parameters.
• Measure key project indicators measuring delivery dates, budget, project quality, business satisfaction, scope management, risk management, and process efficiency.
• Measure the effectiveness of delivery teams through the Agile methodology and tooling.
• Effectively manage project and other budget items within scope of responsibility.
• Helpdesk Management:
• Lead and manage the IT level 1 support team to provide outstanding service to all end users, including employees in corporate offices and retail stores.
• Actively develop, enforce, and report on service SLAs (Service Level Agreements) to ensure timely resolution of service requests with high quality.
• Design, implement, and oversee helpdesk processes, ticketing systems, and knowledge management.
• Design and implement Service Strategy, Service Design, Service Operation, Continual Service Improvement, Incident Management, Problem Management, Service Request Management, and Knowledge Management.
• Establish, maintain, and continually improve help desk methods and processes using established industry best practices.
• Plan and manage staffing levels to meet operational demands to ensure appropriate support coverage.
• Provide training and professional development opportunities to enhance team skills and performance. Collaborate with all IT departments to ensure knowledge sharing and training effectiveness.
• Service delivery must achieve seamless accessibility, courteous user experience, superior communication, consistency of outcomes, reliability, quality, and user feedback mechanisms.
• Develop and maintain reporting metrics to enable effective continuous improvement process.
• Retail Store IT Support:
• Ensure all retail store locations have reliable IT retail infrastructure, including POS systems, printers, scales, and mobile devices. Effectively develop, maintain, and efficiently manage all retail assets lifecycle.
• Monitor and maintain the performance, security, and availability of all in-store retail technology systems.
• Oversee the delivery of retail software applications, platforms, and digital services, ensuring solutions align with internal architectural patterns, business requirements, and industry best practices.
• Provide leadership for the deployment of retail store technologies, coordinating, planning, and execution with construction and operations teams to ensure timely rollout of new technology initiatives.
• Lead IT efforts in new store builds, renovations, and upgrades. Ensure all technology components are properly installed, tested, and operational before store openings.
• Ensure team is educated and experienced in complete retail technology stack to provide effective level 2 support.
• Lead team to Information Architecture
• End-User Application and Device Support:
• Oversee support for corporate end-user applications, such as productivity software, communication tools, and some business applications. Staff should be fully trained to be subject matter experts on corporate end user applications and services.
• Ensure efficient and courteous support and maintenance of end-user devices (laptops, desktops, tablets, printers, mobile phones, etc.).
• Implement device management tooling, policies, best practices, and software to effectively manage end user devices.
• Department will manage procurement, lifecycle management, contracts, vulnerability management, monitoring tools, of all end user devices.
• Department will facilitate a change management process including rollout planning, communications, and end user instruction.
• Implement a full lifecycle management methodology to manage all end user devise from cradle to grave, sourcing, maintenance scheduling, replacement scheduling, budgeting, and retirements processes.
• Ensure staff is fully trained and are subject matter experts on corporate end user applications
• End user support should provide assistance to the SSC staff in a prompt, courteous, friendly, empathetic manner that meets the needs of the employees.
• Customer service should be measured and evaluated according to internal standards.

Qualifications:

At a minimum, you will need:

• Bachelor's degree in Information Technology, Business Administration, or a related field; Master's degree preferred.
• Agile, PMP, ITIL, or relevant certifications are a plus.
• 15+ years of progressive experience in IT support or service management, with at least 7 years in a leadership roles overseeing the delivery of enterprise IT support.
• Exceptional experience managing end-user applications, digital device support, and retail technology systems, including POS and related platforms.
• Proven track record of leading customer-centric help desk and IT support teams in a multi-location environment, preferably in retail or a similar industry.
• Strong understanding of ITIL principles, service management frameworks, and their application in IT support operations.
• Experience with IT support technologies, such as ticketing systems (e.g., ServiceNow, Zendesk), remote support tools, and knowledge management platforms.
• Experience with retail-specific IT systems, including POS, inventory management, and in-store technologies.
• Proficiency in analyzing and reporting KPIs to monitor performance and drive improvements.
• Excellent communication, collaboration, and interpersonal skills to engage effectively with technical and non-technical stakeholders.
• Demonstrated ability to drive innovation and continuous improvement across complex projects and teams.
• Encourages teamwork and cross-functional collaboration to deliver impeccable service and results.
• Passionate about driving digital transformation and fostering a culture of innovation.
• Focused on delivering measurable business value through technology solutions.