Manager It Service Center

As the IT Service Center Manager you will provide expert leadership and direction to the Stores, Distribution Center, and Corporate IT help desk team and will be a pivotal part of IT Support Services.

Additionally, you will maintain a high quality of service by managing service levels, productivity, and engagement. You will work with various internal, external, and business support groups to understand operating requirements and deliver support and project services that meet those requirements. You will ensure service delivery is consistent and that the teams can support the organizations computer systems.

This position also works on complex projects and communicates the progress and status to the other team members and management. You should be capable of conceptualizing, documenting, designing, tuning and be a change agent for the area.

A Day In The Life…

Leadership

• Manage all relevant stakeholders, including the Service Center desk team, customers, and other teams that are involved in IT support operations.
• Communicate professionally and respectfully with staff, IT partners, and customers.
• Promote the Service Center with senior management and work to ensure it is properly viewed as a core business asset.
• Drive best practices for service management, operational efficiencies, service excellence, and customer service.
• Lead a team to manage and administer complex technologies independently.
• Drive lasting partnerships with internal and external technicians and technology leaders.

Management and Oversight of IT Service Center

• Responsible for assuring users are provided efficient and timely first and second level support on a 24x7 basis as well as drive lasting solutions.
• Hire, lead, and develop a motivated team capable of exceeding performance expectations and customer demand.
• Manage the Service Center staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities.

• Effectively develop and train the service desk team, coordinating training requirements of Service Center personnel as needed.

To Be successful in this position you should possess:

Education:

College Education preferred but not required. 

Equivalent vocational competence development in the Help Desk, Service Center, and/or Customer Service sectors

Experience:

• Bachelor’s degree in information technology, business management, or a related field
• 5-7 years of experience leading / managing a team of service professionals
• Retail technology experience
• ITIL and IT Service Management knowledge
• Support Center (help desk) Operations; SLA compliance
• Microsoft Teams experience preferred.
• ServiceNow system experience preferred.
• Cisco UCCX system experience preferred.

Come join our team. You’re going to like it here!

You will enjoy a competitive wage, flexible hours, and an associate discount. Burlington’s benefits package includes medical, dental and vision coverage including life and disability insurance. Full time associates are also eligible for paid time off, paid holidays and a 401(k) plan.

We are a rapidly growing brand and provide a variety of training and development opportunities so our associates can grow with us. Our teams work hard and have fun together! Burlington associates make a difference in the lives of customers, colleagues, and the communities where we live and work every day. Burlington Stores, Inc. is an equal opportunity employer committed to workplace diversity.

#LI-TG1