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AmazonPosted 1w ago
L1
IT Support Manager I, Ops Tech Solutions (OTS) World Wide Grocery Store Service Desk
IT Support Manager I, Ops Tech Solutions (OTS) World Wide Grocery Store Service Desk at Amazon scores 0 out of 100 on AI centrality, which makes it a Level 1 role on this board.
US, TX, Austinmidfull-time$73k-$128k
AI in this role
Leads weekend and evening IT service desk operations supporting retail store infrastructure.
service-desk-software
it-supportincident-managementteam-leadershipoperational-excellence
Key job responsibilities
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.
Knowledge Management: Ensure team members have access to up-to-date knowledge articles, runbooks, and troubleshooting guides to support efficient issue resolution.
Stakeholder Engagement: Build and maintain strong relationships with Whole Foods Market store leadership and cross-functional IT teams to understand business needs and align support priorities.
A day in the life
This manager begins each shift by reviewing handoff notes and aligning the Service Desk team on priorities. During peak store hours, they triage critical incidents ,POS outages, network failures, payment issues, and lead bridge calls to drive resolution. They coach associates in real time, monitor SLA dashboards, and communicate incident status to leadership when needed . As the shift closes, they compile performance summaries and document handoff notes for the next team. Weekends demand heightened focus as Whole Foods Market stores experience the highest traffic, requiring proactive trend monitoring and rapid escalation management across all five days.
About the team
Please note that employees are expected to work a flexible schedule/shift/work area, including weekends, nights, and/or holidays. This is not a standard Mon-Fri day shift position and requirements are based on business need.
Basic qualifications
- Experience leading technology teams as an information technology operations manager
- Bachelor's degree or equivalent, or 4+ years of professional or military experience
- Experience working with operations and business teams to communicate problem impacts and understand business requirements
Preferred qualifications
- 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.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, TX, AUSTIN - 72,900.00 - 127,600.00 USD annually
Prepare for this job
A free preview built only from this posting: what it asks for, what you could be asked in an interview, and how to adjust your resume.
Skills and AI tools this role asks for
It SupportIncident ManagementTeam LeadershipOperational ExcellenceService Desk Software
Questions you could be asked
- Tell me about a project where it support was part of your work. What did you do?
- Tell me about a project where incident management was part of your work. What did you do?
- Tell me about a project where team leadership was part of your work. What did you do?
- Tell me about a project where operational excellence was part of your work. What did you do?
- Walk me through how you've used Service Desk Software in your day-to-day work.
Adapt your resume
- List these exact terms on your resume: It Support, Incident Management, Team Leadership, Operational Excellence, and Service Desk Software. An applicant tracking system matches the wording, not the idea.
- Attach one line of real, concrete experience to at least one of them — a tool named with nothing behind it rarely survives a human read.
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