Director of Store Technology Support

Job Summary

Leading store technology support operations, the full-time salaried Director of Store Technology Support will manage Tier 2 support teams, oversee vendor relationships, and drive operational excellence to ensure timely resolution of technology issues impacting store performance in a hybrid work environment.

Key responsibilities:

• Lead and develop a high-performing Tier 2 support organization focused on operational excellence and customer experience
• Oversee day-to-day operational support for store technology, ensuring effective incident management and problem resolution
• Manage outsourced help desk and field support vendors, establishing performance metrics and accountability standards

Required qualifications:

• 10+ years of progressive IT leadership experience in retail or customer-facing technology environments
• Demonstrated experience leading technical support organizations and managing outsourced support providers
• Strong operational leadership experience in high-volume retail settings
• Proven ability to improve service quality while managing costs effectively
• Experience with incident management and operational recovery activities