Director, IT Support

Were 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 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 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 and sustain a culture of belonging where all team members feel valued empowered and a sense of urgency and initiative across the team encouraging proactive problem-solving and continuous ownership of support exceptional customer service and hold the team accountable to the highest standards of service Support Strategy & Leadership:Develop and implement the IT support strategy to ensure scalable efficient and customer-focused service and mentor IT support teams fostering a culture of accountability collaboration and continuous and monitor key performance indicators (KPIs) to measure support effectiveness and user & Service Management:Oversee daily IT support operations including a remote service desk team field support and escalation timely resolution of incidents and service requests across all business vendor relationships and service level agreements (SLAs) for support-related a team of Integration Technicians responsible for installing IT systems in new store builds and acquisitions as well as migrating any necessary Improvement & Technology Enablement:Utilize data and reporting to continually find areas to improve service desk opportunities to improve support processes tools and workflows including AI chatbots leveraging a knowledge baseImplement automation and self-service solutions to enhance efficiency and user with infrastructure and application teams to ensure seamless support for new Engagement & Communication:Serve as the primary liaison between IT support and business units ensuring alignment with organizational with Store Operations to ensure the Service Desk is focusing on the most impactful items to improve the customer and team member support performance initiatives and improvements to executive change management efforts related to IT support : The job duties above provide a general sense of the role; though additional duties may be assigned as You Will Shine:Education:Bachelors degree in Information Technology Computer Science or a related field degree or MBA :Minimum of 8 years of experience in IT support or service management with at least 5 years in a leadership managing multi-site or enterprise-level support with ITIL practices and service management platforms (e.g. ServiceNow Jira Service Management).Experience with Point of Sale installations in retail or restaurant Foundation HDI Support Center Director or similar Skills & Abilities:Demonstrated expertise in IT support operations and service to operate at both strategic and operational levels balancing long-term improvements with immediate business leadership and team development communication and stakeholder management in ITSM tools and to manage multiple priorities in a fast-paced thinker with a hands-on approach to to delivering exceptional customer to travel to visit stores 3-5 times per year.