Director, App Support & Reliability (Equity Eligible)

Dollar Tree, Inc.; Chesapeake (VA); On-site; USD 172,000 - 188,000; Full time

Benefits offered by this job

Health, Dental, & Vision

Flexible spending account

401k plan

PTO

Paid holidays annually

Employee stock purchase plan

Job summary

Dollar Tree, Inc. in Chesapeake, VA is seeking a Director of Application Support to guide L1–L3 operations across store systems, ERP, eCommerce, and integrations.

You will align IT services with business goals, lead internal teams and MSPs, and drive service quality with a customer-focused mindset. You will own incident, change, and problem management, monitor SLAs and MTTR, and collaborate with Business Solutions, Development, Infrastructure, and Store Operations on releases and deployments.

Qualifications

• Bachelor's degree in IT, CS, or related field or equivalent experience.
• 8–15 years IT experience including 5+ years leading application support teams.
• Strong ITSM/ITIL expertise and ServiceNow experience.
• Experience managing vendors and offshore support teams.
• Retail store/merchandising systems experience preferred.

Responsibilities

• Own L1–L3 application support for store systems and integrations.
• Lead incident and change management with executive communications.
• Report availability, MTTR, ticket aging and SLA performance.
• Collaborate across Business Solutions, Development, Infrastructure, and Operations on releases.
• Drive observability, automation, and knowledge management to reduce toil.
• Oversee budgets, governance, and roadmaps; develop high-performing teams.
• Oversee vendor and MSP relationships.

Skills

Leadership

ITIL

ServiceNow

Vendor management

Stakeholder communication

Observability

Retail systems

Team development

Education

Bachelor's degree in IT/CS

Tools

ServiceNow

Observability tools

Job description

Dollar Tree, Inc. in Chesapeake, VA is seeking a Director of Application Support to guide L1–L3 operations across store systems, ERP, eCommerce, and integrations.

You will align IT services with business goals, lead internal teams and MSPs, and drive service quality with a customer-focused mindset. You will own incident, change, and problem management, monitor SLAs and MTTR, and collaborate with Business Solutions, Development, Infrastructure, and Store Operations on releases and deployments.