Weekend IT Service Desk Manager – Lead & Escalations

Amazon Inc.; Austin (TX); On-site; USD 73,000 - 128,000; Full time

Benefits offered by this job

Health insurance

RSUs

401(k) matching

Job summary

Amazon.com Services LLC is seeking an IT Support Manager to lead weekend and evening Service Desk operations supporting Whole Foods Market. The role focuses on providing strong leadership, escalation management, and operational excellence across peak hours Thursday through Monday.

Responsibilities include coaching a weekend team, monitoring SLA dashboards, handling critical incidents, and driving continuous improvement in support processes to minimize disruption for store operations.

Qualifications

• Experience leading technology teams as an information technology operations manager.
• Experience collaborating with operations and business teams to communicate problem impacts and requirements.
• Hands-on service desk and incident management knowledge is desirable.

Responsibilities

• Lead weekend and evening Service Desk operations (Thursday–Mon) and manage a team of service desk associates.
• Own escalation management for high-severity incidents during off-hours.
• Monitor and drive key metrics: first-contact resolution, response times, ticket volume, customer satisfaction.
• Coordinate cross-shift handoffs with weekday leadership and Service Readiness teams.
• Triages incidents, troubleshoots issues, and drives timely resolution to minimize business impact.
• Identify gaps in weekend/evening processes and implement improvements.
• Prepare and share weekend performance summaries with leadership.
• Maintain up-to-date knowledge articles and runbooks for the team.
• Engage with store leadership and cross-functional IT teams to align priorities.

Skills

IT operations management

Team leadership

Incident management

Education

Bachelor's degree or equivalent

Job description

Amazon.com Services LLC is seeking an IT Support Manager to lead weekend and evening Service Desk operations supporting Whole Foods Market. The role focuses on providing strong leadership, escalation management, and operational excellence across peak hours Thursday through Monday.

Responsibilities include coaching a weekend team, monitoring SLA dashboards, handling critical incidents, and driving continuous improvement in support processes to minimize disruption for store operations.