Town Pump is seeking a Manager Retail Technology Support to lead our retail technology support operations across a diverse range of business units — including convenience stores, travel plazas, car washes, hotels, and casinos. This critical leadership role ensures our store systems operate reliably and securely while driving continuous improvement in service delivery.
You will coach a team of talented Retail Technicians and serve as the point of accountability for point-of-sale (POS) support and store system infrastructure. Your work will directly impact the efficiency, uptime, and customer experience across hundreds of Town Pump locations.
Key Responsibilities
-Lead, mentor, and coach a high-performing team of retail technology support professionals.
-Ensure day-to-day operations and support for all store technology systems, including Gilbarco Passport, PDI POS, Retalix, peripherals, store PCs, and lane hardware.
-Drive incident, problem, and change management processes — including root-cause analysis and corrective action implementation.
-Manage on-call schedules, escalation protocols, and rapid-response procedures for critical incidents.
-Oversee rollout and change activities such as: software updates, store system cutovers, and new technology deployments.
-Partner with internal teams (Infrastructure, Applications, Service Delivery, Operations, Facilities & Fuel) and field operations to align on priorities and deliver measurable business outcomes.
-Coordinate with external vendors to ensure adherence to SLAs, security standards, and service quality.
-Maintain accurate, accessible support documentation and job aids for field technicians.
-Support PCI compliance by enforcing secure operational practices such as patching, change control, and vendor access management.
-Track and report key performance indicators (KPIs) including SLA attainment, MTTA/MTTR, first-contact resolution, and change success rate and present trends and improvement plans to leadership.
Qualifications & Experience
-Bachelor’s degree in Information Technology/Systems or equivalent experience.
-5+ years of experience supporting retail technology in a multi-site environment.
-2+ years in a supervisory or leadership role (or a combination of lead and supervisory experience).
-Hands-on experience supporting and troubleshooting POS systems such as Gilbarco Passport and PDI POS, along with peripherals and endpoints.
-Strong understanding of ITIL-based service management processes, particularly around incident, change, and problem management.
-Proven ability to collaborate effectively across departments and with vendors.
-Excellent written and verbal communication skills.
-Demonstrated ability to prioritize effectively in high-volume, fast-paced environments.
Certifications & Requirements
-Valid Driver’s License with an acceptable driving record.
-Gilbarco Passport Certified Technician (must be attained within 6 months of employment).
Why Town Pump?
At Town Pump, we pride ourselves on providing exceptional service, a strong community presence, and a people-first culture. Joining our team means helping shape the future of retail technology across one of the most diverse and dynamic business operations in the region.
