Director, Retail IT Support Services

The Director, Retail IT (Customer Support & Services) leads a team of managers, technical leads, technicians, and specialists who provide technical assistance and support for the stores point of sale systems, peripherals, hardware, software, and other integrated devices and services. This leader defines best practices to ensure customers receive the highest degree of service, technical support, timeliness, and that policies and procedures are followed, and regulatory compliance and issues are responded to and resolved in an efficient and timely manner. Define and manage a mix of FTE and contract personnel in multiple global geographies and timezones. The Retail IT Help Desk Manager maintains and improves the performance and quality of service delivery by measuring and monitoring KPIs and metrics.