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# Director, Application Support

- **Company:** Dollar Tree, Inc.
- **Location:** Chesapeake, VA, United States
- **Experience:** Expert
- **Salary:** $172,000 - $188,000
- **Contract:** Permanent contract
- **Skills:** Application Lifecycle Management, Information Technology Operations, Knowledge Management, Systems Integration, Mttr, Technical Debt, Information Technology, Servicenow
- **Published:** October 28, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=d5672e6f641bee9a

## About the Role

* Communicate clearly with technical, non-technical, and executive audiences, adapting messages to their needs.
 * Apply ITIL or equivalent service management frameworks and define technical standards that meet SLA requirements.
 * Proficiency with service management tools (e.g., ServiceNow), observability platforms, and automation technologies.
 * Demonstrated experience supporting high-volume software environments.
 * Manage third-party vendors and multiple functional areas within a managed services model.
 * Lead, mentor, and develop application support teams, including performance management, team building, and conflict resolution.
 * Adept at facilitating cross-team agreements.
 * Work independently and effectively under pressure, solve problems, and quickly assess the business impact of technology issues., * Bachelor's degree in IT, computer science, or a related field, or equivalent relevant work experience required.
 * 8-15 years of IT experience, including 5+ years leading application support or operations teams, with experience managing managers, large support organizations, and application portfolios.
 * Strong background in ITSM, ITIL, incident and problem management, and ServiceNow or similar tools.
 * Experience managing vendors, managed services, and offshore support teams.
 * Budget, contract, and operational governance experience.
 * Retail experience with store and merchandising systems strongly preferred

## Description

* Own L1/L2/L3 application support for store systems, merchandising, supply chain/WMS, ERP, enterprise tools, eCommerce/OMS and integrations.
 * Lead incident, major incident, problem, service request, change, and escalation management, including root cause analysis, executive communications, and prevention of recurring incidents.
 * Manage application health and service levels; report availability, mean time to restore service (MTTR), ticket volume and aging, and SLA performance.
 * Partner with Business Solutions, Development, Infrastructure, Security, Integration, and Store Operations on releases, deployments, and operational readiness throughout the application lifecycle.
 * Support the VP of IT Operations in aligning IT strategy and business objectives through collaboration across business and technology teams.
 * Strengthen application reliability through end-to-end observability, using metrics, logs, traces, dashboards, and actionable alerts to detect issues proactively, reduce alert noise, and accelerate diagnosis.
 * Improve support efficiency through automation and knowledge management, including reusable runbooks, automated incident enrichment and routing, and controlled remediation to reduce repetitive tasks, manual effort, and recovery time.
 * Manage budgets, operational governance, and application lifecycle and technical debt roadmaps.
 * Build and develop high-performing teams.
 * Oversee vendor and managed service providers.