The Sr. Manager of IT Support is responsible for the delivery, support, and management of Pier 1 Import’s nationwide end-user computing environment throughout the equipment and application life-cycle. This consists of the IT Service Desk, Desktop Support, and Store and DC Technology. IT support is only as good as the Service Desk providing the first point of contact. This service must be accessible, reliable, professional and accurate. Follows ITIL best practices as appropriate. Accountable for managing incident investigation, resolution and communication with stakeholders and taking corrective actions to prevent recurrence. Responsible for managing all procedures related to collecting, prioritizing and resolving end user issues including ongoing review and improvements. Research and recommend technologies, platforms, and devices, along with management solutions across all end-user computing environments.