Director, IT Support

Mister Car Wash•Tucson, AZ

122d•Onsite

About The Position

Mister Car Wash is seeking a Director of IT Support to lead the strategic direction and daily operations of IT support across company locations, including more than 550 stores, regional offices, and headquarters. The role is responsible for high-quality technical support, support-team performance, continuous improvement, and alignment with organizational goals and the end-user experience. The Director also leads the team that deploys Point of Sale technology in new stores and acquisitions, coordinating with departments such as Construction and Facilities Maintenance to schedule installations efficiently. The position partners with business and IT leaders, oversees service desk and field support operations, manages support-related vendors and service levels, and communicates performance and initiatives to executive leadership. The role requires travel to stores three to five times per year.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field.
At least 8 years of experience in IT support or service management.
At least 5 years of experience in a leadership role.
Experience managing multi-site or enterprise-level support operations.
Familiarity with ITIL practices and service management platforms such as ServiceNow or Jira Service Management.
Experience with Point of Sale installations in retail or restaurant locations.
Demonstrated expertise in IT support operations and service delivery.
Ability to operate at both strategic and operational levels, balancing long-term improvements with immediate business needs.
Strong leadership and team development skills.
Excellent communication and stakeholder management abilities.
Proficiency in ITSM tools and reporting.
Ability to manage multiple priorities in a fast-paced environment.
Strategic thinking and a hands-on approach to problem-solving.
Commitment to exceptional customer service.
Ability to travel to stores three to five times per year.

Nice To Haves

Master’s degree or MBA.
ITIL Foundation, HDI Support Center Director, or similar certification.

Responsibilities

Champion a customer-centric mindset and user satisfaction throughout the IT support organization.
Build a culture of belonging, accountability, collaboration, urgency, initiative, and continuous improvement.
Model exceptional customer service and hold the team accountable for service delivery standards.
Develop and implement a scalable, efficient, customer-focused IT support strategy.
Lead and mentor IT support teams.
Define and monitor KPIs to measure support effectiveness and user satisfaction.
Oversee daily IT support operations, including the remote service desk, field support, and escalation management.
Ensure timely resolution of incidents and service requests across business units.
Manage vendor relationships and support-related service level agreements.
Lead Integration Technicians installing IT systems in new store builds and acquisitions and migrating necessary data.
Use data and reporting to improve service desk effectiveness.
Identify improvements to support processes, tools, and workflows, including AI chatbots that leverage a knowledge base.
Implement automation and self-service solutions to improve efficiency and user empowerment.
Collaborate with infrastructure and application teams to support new technologies.
Serve as the primary liaison between IT support and business units.
Work with Store Operations to prioritize improvements to customer and team member experience.
Communicate support performance, initiatives, and improvements to executive leadership.
Lead change management efforts related to IT support services.
Travel to visit stores three to five times per year.
Perform additional duties as assigned.