{"id":1632312,"url":"https://alion.io/job/mistercarwash-director-it-support","title":"Director, IT Support","company":{"id":2963205,"name":"Mister Car Wash","domain":"mistercarwash.com","url":"https://alion.io/company/mistercarwash","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":{"grade":"B","score":75,"open_postings":6,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":24,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Support","role_family":"Support","seniority":"head","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Tucson, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":79000,"max_usd":193000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":27},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-07-10T07:00:00Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-29T04:43:42Z","board_verified":true,"closed_at":null,"days_open":111,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":110},"description":"We’re currently seeking a Director of IT Support to join our Headquarters team!\nThe Director of IT Support is responsible for leading the strategic direction and daily operations of the IT support function across all company locations, including 550+ stores, regional offices, and headquarters. This role ensures the delivery of high-quality technical support services, oversees the performance of support teams, and drives continuous improvement in service delivery. The Director partners with business leaders and IT leadership to align support operations with organizational goals and to enhance the end-user experience.\nThis role also leads the team that deploys Point of Sale technology in new stores and acquisitions for the largest company in a fast-growing industry. This includes working closely with other departments like Construction and Facilities Maintenance to ensure installation scheduling is timely and efficient.\nWhat You Will Do:\nCulture & Customer Experience Leadership: \nChampion a customer-centric mindset throughout the IT support organization, cultivating a mentality that prioritizes user satisfaction and experience.\nBuild and sustain a culture of belonging where all team members feel valued, empowered, and motivated.\nFoster a sense of urgency and initiative across the team, encouraging proactive problem-solving and continuous ownership of support outcomes.\nModel exceptional customer service and hold the team accountable to the highest standards of service delivery.\nIT Support Strategy & Leadership:\nDevelop and implement the IT support strategy to ensure scalable, efficient, and customer-focused service delivery.\nLead and mentor IT support teams, fostering a culture of accountability, collaboration, and continuous improvement.\nDefine and monitor key performance indicators (KPIs) to measure support effectiveness and user satisfaction.\nOperations & Service Management:\nOversee daily IT support operations, including a remote service desk team, field support, and escalation management. \nEnsure timely resolution of incidents and service requests across all business units.\nManage vendor relationships and service level agreements (SLAs) for support-related services.\nLead a team of Integration Technicians responsible for installing IT systems in new store builds and acquisitions as well as migrating any necessary data.\nProcess Improvement & Technology Enablement:\nUtilize data and reporting to continually find areas to improve service desk effectiveness.\nIdentify opportunities to improve support processes, tools, and workflows, including AI chatbots leveraging a knowledge base\nImplement automation and self-service solutions to enhance efficiency and user empowerment.\nCollaborate with infrastructure and application teams to ensure seamless support for new technologies.\nStakeholder Engagement & Communication:\nServe as the primary liaison between IT support and business units, ensuring alignment with organizational needs.\nCollaborate with Store Operations to ensure the Service Desk is focusing on the most impactful items to improve the customer and team member experience.\nCommunicate support performance, initiatives, and improvements to executive leadership.\nLead change management efforts related to IT support services.\nNote: The job duties above provide a general sense of the role; though, additional duties may be assigned as necessary.\nHow You Will Shine:\nEducation:\nBachelor’s degree in Information Technology, Computer Science, or a related field required. \nMaster’s degree or MBA preferred. \nExperience:\nMinimum of 8 years of experience in IT support or service management, with at least 5 years in a leadership role.\nExperience managing multi-site or enterprise-level support operations.\nFamiliarity with ITIL practices and service management platforms (e.g., ServiceNow, Jira Service Management).\nExperience with Point of Sale installations in retail or restaurant locations.\nITIL Foundation, HDI Support Center Director, or similar certifications.\nKnowledge, Skills, & Abilities:\nDemonstrated expertise in IT support operations and service delivery. \nAbility to operate at both strategic and operational levels, balancing long-term improvements with immediate business needs. \nStrong leadership and team development skills. \nExcellent communication and stakeholder management abilities. \nProficiency in ITSM tools and reporting. \nAbility to manage multiple priorities in a fast-paced environment. \nStrategic thinker with a hands-on approach to problem-solving. \nCommitment to delivering exceptional customer service.\nAbility to travel to visit stores 3-5 times per year.","description_format":"text","description_chars":4636,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":5,"team_size_min":null,"manages_managers":false,"education":{"level":"master","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Real Estate","Science & Engineering","Energy Management"],"lifecycle":[{"event":"open","at":"2026-10-01T21:24:46Z"}],"visa":[],"liveness":{"score":14,"band":"cold","label":"Long shot","p_open":1,"p_active":0.506,"p_room":0.28,"age_days":110,"expected_fill_days":24,"reasons":["conf:1","win:tail","crowd:brand"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/mistercarwash-director-it-support","json_url":"https://alion.io/job/mistercarwash-director-it-support.json","meta":{"generated_at":"2026-10-29T08:46:16Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":13265,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2963205},"rest":"https://alion.io/mcp/rest/get_company?id=2963205"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmistercarwash-director-it-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmistercarwash-director-it-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmistercarwash-director-it-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/mistercarwash-director-it-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmistercarwash-director-it-support"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1632312}},{"tool":"search_jobs","arguments":{"company":"mistercarwash.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1632312},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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