Job DescriptionManager, IT Service ManagementAs part of a fast-paced, dynamic Information Technology team, you will own the health and reliability of IT service delivery across the organization, leading 24/7 IT operations and serving as the primary escalation point for major incidents. You will champion ITIL-aligned service management practices across incident, change, problem, service request, and asset management, oversee an outsourced helpdesk partner, and drive disciplined use of Jira to keep technology services available, recoverable, and continuously improving for stores, corporate offices, and distribution.
Responsibilities- IT Operations (24/7): Oversee round-the-clock IT operations to ensure continuous availability, monitoring, and rapid response across all critical systems and services.
- Helpdesk & Vendor Management: Own the relationship with our Helpdesk provider and other operational service providers, holding them accountable to SLAs, service quality, issue resolution, and continuous improvement.
- Incident & Problem Management: Lead all Major Incidents and drive root-cause analysis to minimize major and recurring incidents, turning incident data into lasting fixes.
- Change Management: Run the change control process, chairing change advisory board reviews and ensuring all changes are assessed, approved, and implemented with minimal risk.
- Service Request Management: Ensure service request tickets are actively updated and closed within SLA, holding teams accountable for performance.
- Asset Management: Maintain accurate IT asset records using Device42, ensuring the asset lifecycle is tracked and audit-ready.
- ITIL & IT Service Management: Champion ITIL best practices across the organization using Jira Service Management, keeping processes consistent, mature, practical, and measurable for the pace of a retail organization.
- Business Recovery: Maintain and exercise business recovery plans for IT services so critical systems can be restored quickly following a disruption.
- Develop operational metrics, dashboards, and reporting for service levels, incident trends, change success, helpdesk performance, recurring issues, and improvement opportunities.
- Maintain operational procedures, runbooks, escalation paths, communication templates, and knowledge articles to improve consistency and speed of support.
- Enterprise Job Scheduling: Ensure the timely execution of batch processes, data integrations, and critical business workflows while maintaining high system availability.
- Partner with infrastructure, applications, security, store operations, and business teams to ensure IT services support retail priorities and seasonal operating demands.
Qualifications - Bachelor's degree in Information Technology, Computer Science, Business, or a related field, or equivalent professional experience.
- 5+ years of experience in IT service management or IT operations, with at least 2 years in a leadership or management capacity.
- ITIL Foundation certification required; ITIL Intermediate or higher preferred.
- Demonstrated experience leading Major Incident response and managing change control processes.
- Advanced knowledge of ITSM tools such as Jira, ServiceNow, etc.
- Experience managing outsourced or third-party helpdesk/support providers.
- Familiarity with IT asset management tools (e.g., Device42) and CMDB practices.
- Working knowledge of business continuity and disaster recovery planning for IT systems.
- Strong communication skills, with the ability to lead cross-functional teams under pressure.
- Availability to support a 24/7 operational environment, including on-call rotation as needed.
BenefitsAt Boscov's, we value our employees, and that's why we provide a competitive compensation and benefits package. As a Full-Time member of our team, you will be eligible to receive:
- Comprehensive benefits package, including medical/dental/vision
- Short term disability/ Long term disability- voluntary
- Life Insurance (company paid)
- 401(k) w/ company match
- Weekly Pay
- Paid vacation
- Liberal employee discount
