Provide leadership, vision, and oversight to a team of Senior Service Desk Analysts who are responsible for raising the standard of service in our stores. The body of work this team oversees includes monitoring and managing field vendor performance (POS and Scales), identifying continuous improvement opportunities between our help desk and field vendors, managing field vendor escalations, and identifying and assisting with other non-technical bodies of work for our partnering technical teams. This role will also serve in the Major Incident Management on-call rotation once every four weeks. The efforts of the IT Service Operations Center support our pursuit of Operational Excellence by raising the level of support for our store and end users.

Responsibilities

• Coach and mentor analysts.
• Manages and prioritizes team objectives and projects based on business need.
• Manage NCR (POS) and Bizerba (scales) field vendor relationships.
• Manage NCR (POS) and Bizerba (scales) field vendor performance through QBRs, monthly operational performance reviews, weekly tactical operational meetings, and other ad hoc meetings.
• Manages team performance through performance reporting.
• Present reports and performance metrics to a variety of audiences.
• Develops data insights that communicate the impact of the ISOC A&A’s work.
• Holds individuals and team accountable for achieving established objectives and goals.
• Serve as the Major Incident Manager on-call once every four weeks.
• Ensure team processes are aligned and documented for consistent performance.
• Enforces team values to uphold Operational Excellence.
• Maintain and grow relationships with internal stakeholders and stakeholder groups.
• Build and maintain relationships between business partners, vendors, and suppliers.
• Ensures team uses best practice processes to accomplish work assignments.

Skills

• Demonstrated leadership track record with proven experience developing and motivating Team Members.
• Leverages business understanding and experience to effectively prioritize team and project activities.
• Able to juggle and prioritize multiple projects / initiatives. 
• Collaborates within team to clarify work objectives, address, and resolve issues, and generate creative solutions to challenges and opportunities.
• Partners with more senior Technology leadership to brainstorm new solution strategies.
• Engages with customer, partner, and internal stakeholders to ensure proper project definition, implementation, and monitoring with key identified data needs.
• Strong ability to develop collaborative and productive relationships with a wide range of cross-functional leaders and stakeholders.
• Actively solicits, and is open to, various points of view.
• Regularly informs and presents project progress, results, insights, and recommendations to senior leadership effectively verbally and through written communication.
• Confidently leads meetings and discussions in an effective and efficient manner.
• Ability to develop actionable KPIs that assesses actual outcomes against expected results.

Education & Experience

• College degree or equivalent combination of education and experience is required 
• 0-2 years’ leadership experience.
• 1-2 years’ experience with ServiceNow reporting and data tables

At Whole Foods Market, we provide a fair and equal employment opportunity for all Team Members and candidates regardless of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity/expression, age, marital status, disability, or any other legally protected characteristic. Whole Foods Market hires and promotes individuals solely based on qualifications for the position to be filled and business needs.