Director, Store Technology ; Hybrid

Position: Director, Store Technology Support (Hybrid)
## Director, Store Technology Support (Hybrid)
Apply locations:
Support Center - Irving, TXtime type:
Full time posted on:
Posted Yesterday job requisition :
REQ 80897

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Signet Jewelers is the world's largest retailer of diamond jewelry, operating more than 2,800 stores worldwide under the iconic brands:
Kay Jewelers, Zales, Jared, H.Samuel, Ernest Jones, Peoples, Banter by Piercing Pagoda, Rocksbox,  and Diamonds Direct. We are a people-first company and this core value is at the heart of everything we do, from empowering our valued team members, to collaborating with our customers, to fostering the communities in which we live and serve. People – and the love their actions inspire – are what drive us.

We’re not only proud of the love we inspire outside our walls, we’re especially proud of the diversity, inclusion and equity we’re inspiring inside.  There are dynamic career paths awaiting you – rewarding opportunities to impact the lives of others and inspire love. Join us!
** Director, Store Technology Support
***
* Location:

Dallas, TX or Akron, OH (Hybrid)
**** POSITION SUMMARY**:

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.
** RESPONSIBILITIES:
**** Team Leadership & Operational Capability Building
*** Lead, coach, and develop Store Technical Support managers, engineers, analysts, and senior individual contributors; operate as a leader-of-leaders rather than a tactical operator.
* Build and maintain a high-performing Tier 2 support organization focused on customer experience, operational excellence, accountability, and proactive problem management.
* Set the team's operating model, talent strategy, hiring plan, and FTE-to-contingent workforce mix in partnership with HR and Finance.
* Lead the team’s evolution toward an AI-assisted, agentic support model - equipping engineers and analysts with integrated, end-to-end AI capability for deflection, triage, knowledge ops, and L1 augmentation - to amplify the team’s craft, accelerate resolution, and build a small, skilled, nimble team capable of outsized impact, progressively reducing dependence on external contractor capacity in favor of a stronger internal organization.
* Foster a culture of responsiveness, ownership, collaboration, continuous improvement, and fact-based decision making.
* Develop leadership capability within the organization while creating clear career paths and succession planning for critical support roles.
* Champion support metrics, operational transparency, and team health through KPI-driven management practices.
** Store Support Operations & Service Management
*** Own day-to-day operational support for store technology hardware, network environments and related infrastructure.
* Lead the internal Tier 2 support function responsible for advanced troubleshooting, major incident resolution, root cause analysis, escalation management, and operational recovery activities.
* Ensure the Tier 2 support team provides remote troubleshooting and resolution support for store hardware issues by working directly with store personnel and coordinating replacement activities with outsourced field support vendors when onsite repair or hardware replacement is required.
* Oversee support…