Hiring: IT Support Manager I, Ops Tech Solutions (OTS) World Wide Grocery Store Service Desk Company: Amazon Location: Austin, TX Job Posted Time: 2026-09-17 05:34:50 About the job Experience: •4+ years of professional or military experience Required Skills: •Team Leadership: Manage, coach, and develop a team of Service Desk associates during weekend and evening shifts, ensuring consistent performance and professional growth. •Peak Hour Coverage: Own end-to-end Service Desk operations during peak support hours (Thursday – Monday), ensuring adequate staffing, coverage, and response times. •Escalation Management: Serve as the primary point of escalation for critical and high-severity incidents impacting Whole Foods Market store operations during assigned shifts. •Operational Excellence: Monitor and drive key service desk performance metrics including first-contact resolution, average response time, ticket volume, and customer satisfaction. •Cross-Shift Coordination: Partner closely with weekday leadership and the Service Readiness team to ensure seamless handoffs, continuity of open issues, and alignment on priorities. •Incident Management: Lead incident triage, troubleshooting, and resolution efforts for store technology issues, ensuring minimal disruption to business operations. •Process Improvement: Identify gaps in weekend/evening support processes and implement continuous improvement initiatives to enhance service quality and efficiency. •Reporting & Communication: Provide regular shift reports, weekend performance summaries, and proactive communication to leadership on trends, risks, and operational status. Qualifications: •Bachelor's degree or equivalent, or 4+ years of professional or military experience •The ideal candidate has hands-on service desk experience and a clear understanding of incident management, team coordination, and customer service fundamentals, with a readiness to grow into a leadership role supporting operations. Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!