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Nordstrom

Director, Service & Support – Technology Operations

Nordstrom

Director of Service & Support managing technology operations and leading Service Desk and Field Support teams. Driving SLA accountability and modernizing support operations in a mission-critical function.

Posted 7/31/2026full-timeSeattle • Washington • 🇺🇸 United StatesLead💰 $175,000 - $275,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing Service Desk and Field Support operations, with a strong focus on defining SLAs, tracking KPIs, and fostering collaboration with engineering teams. Possesses a solid technical background and strategic thinking skills to enhance Service & Support operations through data-driven insights and effective leadership.

Highest-signal resume keywords
Service Desk ManagementField Support OperationsSLA AccountabilityKPI TrackingLeadership

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Technology OperationsIT Service ManagementSoftware ExperienceHardware ExperienceNetwork ExperienceAI Application Knowledge
Soft Skills
Problem-SolvingStrategic ThinkingAnalytical SkillsCommunication SkillsPresentation Skills
Certifications & Qualifications
Bachelor's DegreeMaster's DegreeMBA

Tech Stack

Tools & technologies
ITSM

About the role

Key responsibilities & impact
  • Own end-to-end Service & Support operations
  • Define and drive SLA accountability across all support channels
  • Gather customer and business partner insights and analyze the existing support landscape
  • Develop and maintain a detailed strategic roadmap for Service & Support operations
  • Partner closely with the Engineering & Technology Solutions, HAM & Depot, and Program & Portfolio Management leaders
  • Define and track key performance indicators (KPIs) and Service Level Agreements (SLAs)
  • Foster strong relationships with application development and engineering teams
  • Lead and develop the Service Desk and Field Support leaders on the team.

Requirements

What you’ll need
  • Bachelor's degree in Computer Science, Engineering, Business, or a related field
  • Master's degree or MBA preferred
  • Minimum of 5 years of experience in technology operations or IT service management
  • Proven track record of managing Service Desk and/or field support operations at scale
  • Excellent Leadership traits
  • Strong technical background with broad experience across software, hardware and network
  • Excellent problem-solving, strategic thinking, and analytical skills
  • Exceptional communication and presentation skills
  • Working knowledge of AI and its practical application to Service & Support operations.

Benefits

Comp & perks
  • Medical/Vision
  • Dental
  • Retirement and Paid Time Away
  • Life Insurance and Disability
  • Merchandise Discount and EAP Resources
  • Performance-based incentives/bonuses
  • 401k, medical/vision/dental/life/disability insurance options, PTO accruals, Holidays, and more.