Senior IT Operations Support Level 3

Cavender Stores • Dallas, TX

1d

About The Position

The Senior IT Operations Support Specialist (Level 3) provides advanced operational support across Cavender’s infrastructure, store systems, and enterprise applications. This position is the highest escalation point within the Help Desk organization for non-development issues and works with application owners, developers, infrastructure, and security teams to resolve complex incidents affecting retail stores, corporate offices, and warehouse operations. The role focuses on operational stability, incident resolution, and cross-system troubleshooting, especially for point-of-sale, warehouse management, identity, networking, and collaboration platforms. It bridges frontline support and engineering teams to help ensure reliable, secure, and consistent technology operations.

The position participates in on-call rotations, supports after-hours maintenance and critical business events, and may require limited travel to stores or distribution centers. Candidates should be based in the DFW, Houston, or Austin, Texas metropolitan areas.

Requirements

• Bachelor’s degree in Information Technology or equivalent experience.
• At least 5 years of experience in IT operations or enterprise support environments, including retail or multi-location operations.
• Strong experience supporting point-of-sale systems, warehouse systems, and enterprise applications.
• Proven ability to troubleshoot complex issues across infrastructure and application layers in hybrid on-premises and cloud environments.
• Experience with ITSM tools and structured incident, problem, and change management processes.
• Strong analytical, communication, and documentation skills, including the ability to coordinate effectively across teams during high-impact incidents.
• Ability to participate in on-call rotations, provide after-hours support, and travel up to 15% to stores or distribution centers as needed.
• Based in the DFW, Houston, or Austin, Texas metropolitan areas.

Nice To Haves

• Experience supporting Microsoft Dynamics retail or warehouse solutions.
• Hands-on experience with Microsoft 365, hybrid identity, endpoint management, and mobile device management platforms.
• Experience with Fortinet networking technologies and SD-WAN/SASE environments.
• Familiarity with ITIL or managed service frameworks.
• Relevant technical certifications, such as Microsoft, CompTIA, Fortinet, or similar.

Responsibilities

• Support the Cavender’s Culture and drive the Mission, Vision, and Values.
• Serve as Tier 3 escalation for complex incidents affecting Microsoft Dynamics Point of Sale (POS), store technology, Microsoft Dynamics Warehouse Management systems, corporate offices, and distribution centers.
• Troubleshoot issues across infrastructure, endpoint, identity, network, and application layers.
• Lead responses to high-impact outages affecting retail or warehouse operations and coordinate incidents calmly and effectively.
• Coordinate with application owners and development teams when code-level changes are required.
• Support and troubleshoot hybrid identity environments, including on-premises Active Directory and Azure Active Directory (Entra ID).
• Diagnose authentication, access, and synchronization issues in hybrid environments.
• Support endpoint monitoring and remediation using NinjaOne RMM.
• Manage and troubleshoot mobile and device management using ManageEngine MDM.
• Support and troubleshoot Microsoft 365 services, including Exchange Online, Microsoft Teams, and SharePoint Online.
• Troubleshoot store and corporate network connectivity using SASE and SD-WAN technologies, including Fortinet platforms.
• Diagnose WAN, VPN, firewall, and connectivity issues affecting stores and warehouses.
• Coordinate with network and security teams to restore service quickly during outages.
• Use ServiceNow ITSM for incident, problem, and change management.
• Perform root cause analysis and document findings, corrective actions, and preventative recommendations.
• Create and maintain operational runbooks, SOPs, and troubleshooting guides.
• Define escalation criteria and handoff standards for Level 1 and Level 2 teams.
• Mentor and support Level 1 and Level 2 staff, reinforcing consistent troubleshooting, documentation, and ticket quality standards.
• Participate in training development and onboarding for IT Operations Support team members.
• Identify opportunities for automation, monitoring, and self-service improvements to strengthen operational stability.
• Participate in change management reviews and operational readiness planning.
• Support after-hours maintenance, on-call rotations, and critical business events.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior