The Director, Global Service Desk functions as the "Centralized Front Door" for the entire IT department. This role is dedicated to End-User Experience and Support. You will lead the centralized service delivery functions, ensuring that every employee—whether in a store, a distribution center, or a corporate office—has a single, reliable point of contact for technical assistance.

Responsibilities and Duties:

Global Service Desk Leadership: Manage the 24/7/365 Tier 1 support function. Ensure continuous coverage and rapid response for all incoming incidents and service requests from over 6,400 Stores, 30 DCs, and several Corporate offices .

End-User Experience: Develop and execute a comprehensive support plan that enhances the end-user experience. Act as the primary liaison for end-users, managing escalations and communication.

Operational Partnership (Remote vs. Physical): Work in close partnership with the Director, Remote Site Operations. Ensure the Service Desk effectively triages issues remotely to resolve them at Tier 1 before dispatching tickets for physical on-site resolution .

Ticket Lifecycle Management: Responsible for the accurate logging, categorization, and prioritization of all incoming tickets. Manage the escalation of tickets to Tier 2/3 support teams (e.g., Network, Platforms, App Dev) when remote resolution is not possible .

Scope & Operational Boundaries: Actively manage the scope of the Service Desk to ensure focus remains on technical resolution. You must ensure non-IT business requests are routed to the appropriate partners, including:

Inventory Logic: Routing freight discrepancy/auto-post extension requests to Store Operations/Loss Prevention.

Financials: Routing cash drawer shortages and credit extension requests to Loss Prevention auditors.

Facilities: Routing physical building issues (HVAC, plumbing, doors) to Facilities management.

Performance Analytics: Monitor, report on, and analyze Service Desk performance (Speed to Answer, Abandonment Rate, FCR). Set appropriate performance objectives for direct reports and hold them accountable.

Skills Required:

Service Desk Management: Extensive experience managing high-volume, 24/7 Service Desk environments in a retail or enterprise setting.

Customer Service Excellence: A relentless focus on the end-user experience, with the ability to de-escalate complex situations and drive customer satisfaction.

Operational Triage: Strong ability to define triage workflows to distinguish between remote software fixes (Tier 1) and physical hardware dispatches (Tier 2).

Data-Driven Decision Making: Ability to analyze ticket trends to identify training gaps, upstream system issues, or staffing needs.

Leadership & People Management: Demonstrated success in leading, coaching, and developing a large team of support agents and supervisors.

Business Insight: Understanding of the retail operating model to differentiate between "System Issues" and "Operational/Process Issues.

Experience & Education:

Education: Master's Degree or Equivalent Level preferred.

Experience: Wide and deep experience providing expert competence (Over 10 years to 15 years), specifically in Service Desk or Call Center management.

Managerial Experience: Experience planning, managing, and organizing resources within short/medium timescales and overall policy framework (6 to 10 years).

O’Reilly Auto Parts has a proven track record of growth and stability. O’Reilly is full of successful career stories and believes in a strong promote-from-within philosophy, encouraging you to grow your career along with the organization. 

Total Compensation Package:

• Competitive Wages & Paid Time Off

• Stock Purchase Plan & 401k with Employer Contributions Starting Day One

• Medical, Dental, & Vision Insurance with Optional Flexible Spending Account (FSA)

• Team Member Health/Wellbeing Programs

• Tuition Educational Assistance Programs

• Opportunities for Career Growth

O’Reilly Auto Parts is an equal opportunity employer. The Company does not discriminate on the basis of race, religion, color, national origin or ancestry (including immigration status or citizenship), sex, sexual orientation, gender identity, pregnancy (including childbirth, lactation, and related medical conditions,) age (40 and over), veteran status, uniformed service member status, physical or mental disability, genetic information (including testing or characteristics) or another protected status as defined by local, state, or federal law, as applicable.

Qualified individuals with a disability may be entitled to reasonable accommodation under the Americans with Disabilities Act. If you require a reasonable accommodation during the application or employment process, please send an email to: [email protected] or call (800) 471-7431 option , and provide your requested accommodation, and position details.