Whole Foods Market attracts people who are passionate — about great food, about the communities they live and work in, about how we treat our planet and our fellow humans — and who want to bring their passion into the workplace and make a difference. The Whole Foods Market Global IT Support Team is looking for people who also want to bring their expertise and passion for technology to drive operational success and support Whole Food’s strategic vision.

Everyone on the team needs to be entrepreneurial, wear many hats, and work in a highly collaborative environment. As a Service Desk Associate Team Leader, you will analyze operations business needs and gain team consensus to fill process gaps. You will develop, communicate and deliver training materials for the team as well as business partners and vendors. In this role, you will support leadership in monitoring the ticket queue, ensuring all agents availability, investigating escalations, and ensuring team adherence to shift availability, service desk standards, and standard operating procedures. You will meet with direct reports to assist with career development, provide coaching, and job performance reviews.

The internal job title is Associate Team Leader, Technology Quality & Support. This position is based in Austin, TX.

Responsibilities

• Conduct successful training in a friendly/timely manner
• Knowledgeable on current, relevant technologies, news, and standards
• Work closely with business partners from various departments to support the organization
• Lead training, projects, and any other initiatives assigned by leadership with predetermined measures of success
• Actively communicate with team members and leadership team of the Global Help Desk
• Lead process and operational changes as assigned by the leadership team
• Support service delivery and operations management
• Take part in an after-hours on call rotation/support phone calls and incidents as needed
• Resource for Global Help Desk, providing real-time technical and professional guidance to technicians to support customers
• Manage portal submitted tickets and ensure adherence to the business service level agreement
• Manage aging ticket population to ensure technicians are properly supporting our customers to an efficient resolution while adhering to the ticket standards
• Represent the leadership team when needed in meetings with business partners and stakeholders
• Provide reporting and metrics to the leadership team to tell the story of operational effectiveness
• Identify both negative and positive trends while delivering suggestions on next steps

Skills

• Strong knowledge of personal computer hardware setup and routine software installation
• Excellent understanding of both Windows and Mac file structure, terminologies, troubleshooting, and solid terminal and command prompt knowledge
• Excellent written and verbal communication skills
• Ability to create and maintain cross functional relationships with business partners
• Strong analytical and organizational skills
• Ability to multitask and quickly adapt in a fast-paced environment
• Ability to listen and hear concerns in a patient and supportive manner
• Self-starter with an independent work ethic to carry projects through to completion and implement solutions without constant supervision
• Must have a desire to learn new technologies to enhance the business
• Expert problem-solver with the ability to accurately diagnose issues and repair systems
• Team player attitude, patience, understanding, flexibility, and a sense of humor

Education & Experience

• 2-4 years of experience using and supporting:
• MS Active Directory (AD)
• Microsoft Windows OS and the file structure
• MAC OC and the file structure
• Proficient in PowerShell
• AWS Cloud Practitioner Certification (preferred) 
• A+ and Net + Certification (preferred)

At Whole Foods Market, we provide a fair and equal employment opportunity for all Team Members and candidates regardless of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity/expression, age, marital status, disability, or any other legally protected characteristic. Whole Foods Market hires and promotes individuals solely based on qualifications for the position to be filled and business needs.