Director, IT Support

We’re currently seeking a Director of IT Support to join our Headquarters team!

The Director of IT Support is responsible for leading the strategic direction and daily operations of the IT support function across all company locations, including 550+ stores, regional offices, and headquarters. This role ensures the delivery of high-quality technical support services, oversees the performance of support teams, and drives continuous improvement in service delivery. The Director partners with business leaders and IT leadership to align support operations with organizational goals and to enhance the end-user experience.

This role also leads the team that deploys Point of Sale technology in new stores and acquisitions for the largest company in a fast-growing industry. This includes working closely with other departments like Construction and Facilities Maintenance to ensure installation scheduling is timely and efficient.

What You Will Do:

Culture & Customer Experience Leadership: 

• Champion a customer-centric mindset throughout the IT support organization, cultivating a mentality that prioritizes user satisfaction and experience.
• Build and sustain a culture of belonging where all team members feel valued, empowered, and motivated.
• Foster a sense of urgency and initiative across the team, encouraging proactive problem-solving and continuous ownership of support outcomes.
• Model exceptional customer service and hold the team accountable to the highest standards of service delivery.

IT Support Strategy & Leadership:

• Develop and implement the IT support strategy to ensure scalable, efficient, and customer-focused service delivery.
• Lead and mentor IT support teams, fostering a culture of accountability, collaboration, and continuous improvement.
• Define and monitor key performance indicators (KPIs) to measure support effectiveness and user satisfaction.

Operations & Service Management:

• Oversee daily IT support operations, including a remote service desk team, field support, and escalation management. 
• Ensure timely resolution of incidents and service requests across all business units.
• Manage vendor relationships and service level agreements (SLAs) for support-related services.
• Lead a team of Integration Technicians responsible for installing IT systems in new store builds and acquisitions as well as migrating any necessary data.

Process Improvement & Technology Enablement:

• Utilize data and reporting to continually find areas to improve service desk effectiveness.
• Identify opportunities to improve support processes, tools, and workflows, including AI chatbots leveraging a knowledge base
• Implement automation and self-service solutions to enhance efficiency and user empowerment.
• Collaborate with infrastructure and application teams to ensure seamless support for new technologies.

Stakeholder Engagement & Communication:

• Serve as the primary liaison between IT support and business units, ensuring alignment with organizational needs.
• Collaborate with Store Operations to ensure the Service Desk is focusing on the most impactful items to improve the customer and team member experience.
• Communicate support performance, initiatives, and improvements to executive leadership.
• Lead change management efforts related to IT support services.

Note: The job duties above provide a general sense of the role; though, additional duties may be assigned as necessary.

How You Will Shine:

Education:

• Bachelor’s degree in Information Technology, Computer Science, or a related field required. 
• Master’s degree or MBA preferred. 

Experience:

• Minimum of 8 years of experience in IT support or service management, with at least 5 years in a leadership role.
• Experience managing multi-site or enterprise-level support operations.
• Familiarity with ITIL practices and service management platforms (e.g., ServiceNow, Jira Service Management).
• Experience with Point of Sale installations in retail or restaurant locations.
• ITIL Foundation, HDI Support Center Director, or similar certifications.

Knowledge, Skills, & Abilities:

• Demonstrated expertise in IT support operations and service delivery. 
• Ability to operate at both strategic and operational levels, balancing long-term improvements with immediate business needs. 
• Strong leadership and team development skills. 
• Excellent communication and stakeholder management abilities. 
• Proficiency in ITSM tools and reporting. 
• Ability to manage multiple priorities in a fast-paced environment. 
• Strategic thinker with a hands-on approach to problem-solving. 
• Commitment to delivering exceptional customer service.
• Ability to travel to visit stores 3-5 times per year.