Manager, Technology Operations

Your Impact

The primary purpose of this role is to manage technology support resources responsible for delivering system and/or process support services to end users across the company. This includes responsibility for developing, training, executing, and measuring operational support processes within scope of responsibility. This role also partners with senior management as well as key cross-functional stakeholders to report out on performance against established success criteria and to identify opportunities for continuous process improvement. This role manages relationships with third-party hardware and/or software vendors and provides leadership to a team within a 24 X 7 X 365 on-call support environment.

This position is responsible for leading the successful implementation, execution, and reporting of the Field Services Technology program. The program delivers frontline support to ensure critical IT systems-including registers, signature capture devices, printers, PCs, servers, monitors, wireless networks, and IP phones-remain fully operational across all store locations.

The role oversees all technical aspects of the Field Services strategy, managing a team dedicated to preventative maintenance, incident resolution, special projects, and site surveys. In addition, this position plays a key role in hardware support for storm preparation and disaster recovery efforts. The leader will provide direction to the Field Services Tech Team within their assigned region while collaborating closely with partner Regional Managers to drive consistency, reliability, and operational excellence across the enterprise

What You Will Do

• Provides direction to technical support team(s), ensuring team members meet customer service standards and service level targets.
• Clearly articulates team objectives and ties them to the overall technology strategy.
• Provides input for departmental budget and forecasting and manages expenses associated with initiatives within scope of responsibility.
• Provides input into vendor selection decisions; manages relationships with key vendor partners; reviews vendor performance levels and ensures service level agreements (SLAs) are met. Leads debrief sessions to understand how to avoid SLA breach issues in the future.
• Oversees the team's activities, develops resource estimates, and holds teams accountable to meeting established performance indicators.
• Conducts root cause analysis and develops solutions within technical area of responsibility.
• Delivers consistent and accurate system and/or process status reporting.
• Serves as an escalation point for complex or unresolved IT support issues.
• Leads a team in support of achieving the company's mission. Manages performance and fosters an inclusive environment to help associates achieve their potential.

• Bachelor's degree in business administration, computer science, computer information systems, or related field (or equivalent work experience in lieu of degree)
• 6 years of IT experience with at least 2 years of experience in specific area of focus
• 1 year of experience leading project or technical teams with or without formal direct report responsibility; this includes experience providing technical direction, thought leadership, coaching, and mentoring to team members
• 1 year of experience in IT support/deployment, hardware implementation, and maintenance

• Experience working with third-party vendors and software-solution providers
• Experience in the retail industry in a leadership role with direct reports in a large matrixed organization requiring interaction with senior leadership
• Experience using IT Infrastructure Library (ITIL) frameworks
• Experience working with defect or incident tracking software