Supervisor Support Desk

Please note this position is based in our Phoenix, AZ Support Office. The Support Desk Supervisor provides day-to-day work direction, scheduling, and coaching to a team of Support Desk Technicians, ensuring steady workflow, productivity, and adherence to established processes. The Supervisor monitors ticket queues, ensures timely escalation of issues to higher-tier technical resources, and may provide front-line phone or ticket coverage to maintain service levels during periods of high volume or staffing gaps. The Supervisor follows established Incident Management procedures and escalates qualifying incidents to the Major Incident Management team in accordance with documented criteria.

1. Ensure Support Desk Technicians follow documented troubleshooting procedures for first-level hardware, software, and network support, and route escalations to the appropriate Tier-2/Tier-3 resources.

2. Train and coach IT Support Desk Technicians on ticket-handling procedures, customer service standards, and adherence to standard operating procedures.

3. Notify the Major Incident Management team of qualifying incidents and assist with communication to the Support Desk team during active major incidents.

4. Escalate potential Major Incidents to the Manager, Support Desk for evaluation and declaration.

5. Flag recurring ticket trends to the Problem Management team for further analysis.

6. Monitor team productivity, ticket SLAs, and queue health; produce daily and weekly status updates for the Manager, Support Desk.

7. Manage team schedules, time-off requests, and shift coverage to ensure consistent staffing of the Support Desk.

8. Conduct performance check-ins and provide input to the Manager, Support Desk for formal performance reviews.

9. Support continuous improvement initiatives by maintaining process documentation and recommending workflow adjustments to the Manager, Support Desk.

10.Provides day-to-day work direction, scheduling, and coaching for a team of Support Desk Technicians. Provides primary input to hiring, performance, promotion, and rewards decisions for direct reports, subject to manager review and approval. Does not have budget

or P&L accountability; may manage day-to-day elements of the team budget such as overtime and supplies.

Knowledge, Skills, and Abilities

· Working knowledge of Microsoft operating systems, Active Directory, and basic network concepts sufficient to oversee first-level support activities.

· Working knowledge of Support Desk operations and ITIL-based incident management practices.

· Familiarity with Major Incident Management escalation criteria preferred.

· Strong organizational, scheduling, and team-coordination skills.

· Demonstrated ability to coach and train support team members on standard operating procedures and customer service.

· Ability to operate within established Support Desk processes and procedures.

· Strong written and verbal communication skills for internal team and end-user communication.

Minimum Qualifications

· 3 years of experience in an IT Support Desk or comparable customer-facing IT support environment.

· 2 years of experience using ticketing systems in a structured support environment.

· Familiarity with ITIL service management concepts preferred; training can be provided.

· Basic working knowledge of Active Directory preferred.

· Retail systems experience preferred.

· High school diploma or equivalent required; some advanced education in IT or a related field preferred.

In addition to a rewarding career, Sprouts offers a comprehensive program to help support you and your family. These programs include:

• Competitive pay
• Sick time plan that you can use to support you or your immediate families health
• Vacation accrual plan
• Opportunities for career growth
• 15% discount for you and one other family member in your household on all purchases made at Sprouts
• Flexible schedules
• Employee Assistance Program (EAP)
• 401(K) Retirement savings plan with a generous company match
• Company paid life insurance
• Contests and appreciation events throughout the year full of prizes, food and fun!

Eligibility requirements may apply for the following benefits:

• Bonus based on company and/or individual performance
• Affordable benefit coverage, including medical, dental and vision
• Health Savings Account with company match
• Pre-tax Flexible Spending Accounts for healthcare and dependent care
• Company paid short-term disability coverage
• Paid parental leave for both mothers and fathers
• Paid holidays

Get Paid Every Day!

Sprouts Farmers Market offers DailyPay - if you’re hired as an eligible employee, you’ll be able to transfer the money you’ve already earned at no extra cost, and get it the next business day, for free.  We offer DailyPay so you don’t have to wait for payday to access the money you’ve already worked for. With DailyPay, you can see how much you’ve made every day and you can transfer your money any time before payday.

 You can learn more by visiting https://www.dailypay.com/partners/sprouts-farmers-market/.

Grow with us!

If you have a passion for inspiring people and a flair for fresh food, consider applying for a job at Sprouts! With a focus on customer service, our neighborhood grocery stores offer high-quality, farm fresh produce, natural meats, plenty of scoop-your-own bulk goods and much more in a fun, friendly, old-fashioned farmer’s market setting.  Come grow your career in healthy living with a fast-paced, rapidly growing company and teams that pride themselves on empowering others along their journey.

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties, responsibilities, and requirements. Sprouts’ management reserves the right to amend and change duties, responsibilities, and requirements to meet business and organizational needs as necessary.

California Residents: We collect information in accordance with California law, please see here for more information.