What are the responsibilities and job description for the Director - Global Service Desk position at O'Reilly Auto Parts?
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
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: rar@oreillyauto.com or call (800) 471-7431 option , and provide your requested accommodation, and position details.
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
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: rar@oreillyauto.com or call (800) 471-7431 option , and provide your requested accommodation, and position details.