Technology – Service Desk Manager

This a Full Remote job, the offer is available from: Arizona (USA)

About the Team:

It’s an exciting time in technology, and that buzz is felt throughout PetSmart! We are continuing to grow at a faster pace and we want to continue to provide best-in-class experiences for pets and pet parents.

Our Technology team has 6 different departments: Information Security, Service Delivery, Business Enabling Systems, eCommerce & Marketing Technology, Data and Stores, Services & Supply Chain.

 

Whether it’s online or in our stores, the work that the IT team does is instrumental in PetSmart’s success. We have a strategic and actionable plan underway and are looking for associates who are just as excited about it as we are.

About the Location:

Collaborative Work Environment:
At PetSmart, teamwork and connection are core to how we thrive. This role is based at our Phoenix Home Office, with an expectation of working a minimum of four days in the office each week. In a standard work week, associates may work up to one remote “flex day” (with leader approval). Our hybrid approach is designed to foster strong collaboration while also supporting flexibility and individual success.

 

About the Job:

PetSmart Technology – Service Desk Manager

 

 

JOB DESCRIPTION

 

About the Team

It’s an exciting time in technology, and that buzz is felt throughout PetSmart! We are continuing to grow at a faster pace, and we want to continue to provide best-in-class experiences for pets and pet parents. Whether it’s online or in our stores, the work that the Technology team does is instrumental in PetSmart’s success. We have a strategic and actionable plan underway and are looking for associates who are just as excited about it as we are.

 

 

About the Job

 

The IT Service Desk Manager holds the responsibility of overseeing the day-to-day operations of our technical operations team, serving as a central hub for all technology services at PetSmart. Leading a team of skilled technicians, they provide comprehensive support to end-users across the company. This role extends its influence to guide daily functions of PetSmart IT systems across stores, distribution centers, field, and home office users.

A key component of this position involves collaborating with cross-functional teams to introduce and execute operational enhancements for technology, processes, and our associates. The Service Desk Manager is entrusted with ensuring a seamless, predictable, and well-managed transition through periods of change. This includes overseeing scope, scheduling and forecasted Service Desk volume, allocating resources, and fostering strong partnerships with business counterparts.

 

 

Management of Level 1 Technical Teams:

• Oversee the day-to-day activities of your technical team.
• Provide leadership and direction to ensure efficient operations.

Single Point of Contact for Tech Services:

• Ensure the Service Desk serves as the primary contact for all technology-related issues.
• Management of your team providing support for end-users across the company.

Strategic Priorities

• Align technology systems with the strategic priorities of PetSmart.
• Contribute to the development and implementation of technology strategies.

Operational Processes

• Collaborate with cross-functional teams to implement and enhance operational processes.
• Drive improvements to these processes

Change Management

• Ensure organized and managed change within our technology systems. In addition to any change that may impact our end-user base
• Manage scope, scheduling, and resources effectively within the team.

Relationship Building

• Develop(ed) strong relationships with business partners.
• Collaborate with cross-functional teams to achieve common goals.

Forecasting and Management of resources:

• Forecast Service Desk volume and allocate resource accordingly.
• Ensure the team is appropriately staffed to handle Service Desk workload and volume.

 

Responsibilities include interviewing, hiring, and coaching/mentoring & rewarding employees; appraising performance; addressing personnel issues professionally.

 

Ability to make sound judgments, prioritize and execute tasks in a high-pressure, fast-paced environment without supervision.

 

Strong interpersonal skills: ability to communicate with customers, vendors, and business partners.

 

Financial Acumen; management of budget, PO’s, internal purchasing processes, accountable for replenishment of store technology equipment

 

 

 

Required Qualifications:

• 2+ years' experience managing or serving in a supervisory/lead position within an IT operations organization

or equivalent experience in similar roles and functions with enterprise-level organizations.

• Proven track record of successfully creating, implementing, and driving continuous improvement in technology operations.
• Knowledge and experience in leading IT Operations teams including Service Desks, Operation Centers, and
• Strong understanding of system and application delivery in a fast-paced environment.

 

Additional Job Considerations:

• This role requires collaboration, teamwork, and face-to-face interaction with colleagues, leaders, and/or clients.
• Being in the office ensures access to leaders, cross-functional partners, and resources necessary to make timely decisions and drive results.
• On-site presence in accordance with our FlexSmart policy supports our culture of innovation, mentorship, and engagement, which is integral to our success in developing the best team.

* This is not intended to be an all-inclusive, exhaustive list of all essential job functions for this position. PetSmart retains the right to change or assign other required job duties to this position.

About the Culture:

At PetSmart, Anything for Pets begins with our people. Every associate plays a vital role in creating meaningful experiences for pets and their families, and we empower our teams with the tools, resources, and opportunities to grow and succeed. 

 

We’re more than a workplace, we’re Team PetSmart. Together, we grow, collaborate, and challenge ourselves to be the best in all we do. Our culture is built on belonging and shared purpose, where every voice and experience matters. Guided by our values, we strive to do what’s right, lead responsibly, and bring our passion for pets to life every day. Not sure if you meet 100% of the position requirements and whether you should apply? We’d still like to hear from you and encourage you to apply with us! You might be the right fit for this role or another opportunity across Team PetSmart.

 

Our home office offers outstanding amenities in a fun and rewarding workplace including:

• Pet-friendly environment, bring your pets to work and enjoy the on-site dog park!
• On-Site Events & Adoptions, enjoy community-building opportunities, including pet adoption days, seasonal celebrations, family events, art events, & holiday festivals
• “Top Dog” gym with equipment, fitness classes, massage therapists, personal trainers, and wellness spaces
• “Sit & Stay” Café serving fresh breakfast and lunch options, snacks, & more
• “Lil Paws” NAEYC-accredited onsite childcare facility providing high-quality early education
• Paid Volunteer Opportunities to spend time doing good for causes close to heart
• Print Center and Business Services, Dry Cleaning, Mother's Rooms, Sustainable Infrastructure & more

 PetSmart provides an equal opportunity for all associates and job applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected characteristics.

This offer from "PetSmart" has been enriched by Jobgether.com and got a 72% flex score.