Senior Tech Support Leader Hybrid End-User Services

Category/Area of Expertise: IT & Technology Job Requisition: 501920 Address: USA-NC-Salisbury-2110 Executive Drive Store Code: Service Delivery-Store Technology (5145473) Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which includes five leading omnichannel grocery brands - Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Our associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more. Primary Purpose: The Senior Manager, Technology Support is a crucial, hands-on, leadership position dedicated to delivering world-class support across ADUSA associates in the corporate offices and in the retail stores. Overseeing the Help Desk function, managing third party partners, and driving their adherence to contract terms. The ideal candidate demonstrates deep support delivery expertise, outstanding communication, and proven leadership skills to drive operational excellence in a fast-paced, customer first environment. In addition, this position will serve as a key leader across the End User Technology Delivery & Operations team, enhancing and streamline processes across the organization, working collaboratively with service providers and partner technology teams to develop and deliver end user services that effectively address the needs of the AD USA associate community. The manager will lead a team of highly skilled support professionals, setting high standards for responsiveness, professionalism, and problem-solving. They will also oversee staff development through continuous improvement initiatives, regular metrics assessment, and the adoption of ITIL best practices and team development strategies designed to enhance efficiency, communication, and the overall customer experience. Our flexible/ hybrid work schedule includes 3 in-person days at one of our core locations and 2 remote days. Our core office locations include Salisbury, NC. Applicants must be currently authorized to work in the United States on a full-time basis. Duties & Responsibilities: Lead a team of technology professionals, oversee the performance of the Corporate and Retail Help Desks, and ensure performance of ADUSA's third party partners exceed contractual expectations Strategic thinking and proactive problem solving Exceptional customer service and interpersonal skills Professionalism and empathy in all interactions, with a customer-centered mindset. Adaptability and resilience in the face of changing priorities or unexpected challenges Keen attention to detail and commitment to quality Expertise in deflecting lower-level support processes to automated solutions, including bots and agentic AI solutions. Integrity, discretion, and sound judgment when handling confidential information Professional demeanor and strong leadership skills Ability to manage stressful situations in a calm, courteous, and confident manner Proven ability to effectively prioritize and execute tasks in a high-pressure environment Ability to utilize metrics and data to improve service quality and team performance Passion for IT and eagerness to stay current with changing technology practices Coordinate, conduct, and lead meetings to drive solutions from technology teams as it relates to support delivery. Liaise with vendor partners, business users, IT Service owners regarding solutions for improved support delivery, new technology and enhancements to existing technology as it relates to the needs of supported end users. Qualifications: Bachelor's degree in computer science, technical field and/or Business-related field Equivalent trainings/certifications/experience equivalency will be considered 5 or more years of equivalent experience in relevant job or field of technology Excellent written and verbal communication skills; ability to communicate across the organization Ability to plan, prioritize and drive issues, tasks, and deliverables from concept to closure Experience with IT service management (ServiceNow), remote support tools, incident escalation, and ITIL or similar frameworks. High degree of discretion, professionalism, and commitment to confidentiality. Preferred Qualifications: Master's degree, Advanced training and or certifications in relevant field/s of study preferred Experience in Agile teams and/or Product/Platform based operating model Experience in managing Enterpriser Contact Center Platforms (Nice InContact, Genesys) Experience in retail or grocery preferred #DICEJobs #LI-hybrid #LI-SS1 Salary Range: $120,960 - $181,440 Actual compensation offered to a candidate may vary based on their unique qualifications and experience, internal equity, and market conditions. Final compensation decisions will be made in accordance with company policies and applicable laws. At Ahold Delhaize USA, we provide services to one of the largest portfolios of grocery companies in the nation, and we're actively seeking top talent. Our team shares a common motivation to drive change, take ownership and enable our brands to better care for their customers. We thrive on supporting great local grocery brands and their strategies. Our associates are the heartbeat of our organization. We are committed to offering a welcoming work environment where all associates can succeed and thrive. Guided by our values of courage, care, teamwork, integrity (and even a little humor), we are dedicated to being a great place to work. We believe in collaboration, curiosity, and continuous learning in all that we think, create and do. While building a culture where personal and professional growth are just as important as business growth, we invest in our people, empowering them to learn, grow and deliver at all levels of the business. #J-18808-Ljbffr