The Store Technical Support Director is responsible for leading store technology support operations, including management of the internal Tier 2 support organization, outsourced Level 1 help desk providers, and third-party field service vendors supporting onsite store technology issues.
This role oversees the operational health, support strategy, incident management, and continuous improvement of store systems.
The position is accountable for ensuring timely resolution of hardware, software, and network issues impacting stores, while driving proactive monitoring, operational excellence, vendor accountability, and business continuity.
The Director partners closely with Store Operations, Infrastructure, Engineering, Security, and external partners to deliver stable, reliable, and business-focused support services that minimize disruption to store operations and improve the overall store team-member and customer experience.

10+ years of progressive IT leadership experience supporting retail, store operations, or customer-facing technology environments.
Demonstrated experience leading technical support organizations, including Tier 2 or advanced support teams.
Proven experience managing outsourced help desk providers and third-party field support vendors.
Strong operational leadership experience supporting business-critical systems in high-volume retail environments.
Experience leading major incident management, escalation management, and operational recovery activities.
Demonstrated success building strong partnerships with operational business leaders outside of direct reporting relationships.
Experience managing operational SLAs, KPIs, vendor scorecards, and service governance processes.
Strong financial acumen including budget ownership and vendor management responsibilities.
Demonstrated ability to lead effectively in complex, matrixed organizations with competing priorities.
Experience supporting multi-brand or multi-banner retail operations.
Demonstrated track record of turning around underperforming support organizations, including the willingness and ability to make difficult personnel, process, and vendor changes to elevate service quality.
Proven ability to materially improve service quality while holding or reducing total cost — without simply adding headcount or spend.

Director, Store Technology Support

Key skills