Manager IT Technical Support - Burlington Stores : Job Details

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Burlington Stores, Inc. provided pay range

This range is provided by Burlington Stores, Inc.. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$80,000.00/yr - $105,000.00/yr

Position OverviewWe are seeking a proactive and experienced IT Service Desk Manager to lead the delivery of high-quality IT support across our retail stores, corporate offices, and warehouse distribution centers. This individual will be responsible for ensuring operational excellence of all Service Desk activities through ITIL-aligned processes, with a strong focus on Incident Management, Request Fulfillment, Problem Management, Major Incident Management, and Service Catalog optimization.The ideal candidate will possess deep hands-on expertise in ServiceNow (workflow, reporting, and service portal), experience with call queue monitoring and management via telephony systems, and the ability to lead and develop a distributed, global support team — including offshore teams in India and Mexico.A Day In The LifeDuties and Responsibilities:Departmental liaison for Equipment Repair, Procurement Services , and Support team .

• Responsible for special projects and initiatives affecting key business operations.
• Accountable forequipment support,operational delivery, and customer relationships.
• Fosters clear and open communications, both verbal and written.
• Meet and exceed business commitments and successfully deliver initiatives to support departmental and corporate objectives.
• Inbound processing assets and invoices
• Outbound processing assets to corporate and store locations
• Respond to emails and manages incidents
• Monitors and respond to asset exception reports

Operational Leadership

• Manage day-to-day operations of the IT Service Desk, supporting retail store associates, warehouse operations, and corporate staff across multiple U.S. locations.
• Ensure service desk team performance meets or exceeds agreed-upon Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Oversee a 24x7 support model, including management of onshore staff and offshore vendors in India and Mexico.
• Maintain a culture of continuous improvement through regular reviews of team performance, metrics, and user feedback.
• Strong experience with leading MSP governance and service improvements to drive operational excellence is strongly preferred

Global Team & Vendor Management

• Manage relationships with outsourced offshore support teams in India and Mexico, including staffing, performance monitoring, and quality assurance.
• Ensure offshore teams align with company policies, service quality expectations, and process standards.
• Provide leadership, training, and professional development to both internal and external support staff.

ITIL Process Management

• Own and drive the execution of Incident, Request for Service, Problem, and Major Incident Management processes, ensuring timely resolution and root cause analysis.
• Serve as escalation point for high-severity and critical business-impacting incidents.
• Conduct post-incident reviews (PIRs) and initiate corrective action plans for recurring issues.

ServiceNow Platform Expertise

• Administer and enhance ServiceNow workflows for Incident, Request, and Problem Management.
• Manage and optimize the Service Catalog and Self-Service Portal to reduce ticket volumes and improve user experience.
• Design and deliver ServiceNow reports, dashboards, and performance insights for leadership and operational teams.

Telephony & Queue Management

• Manage and monitor call queues via enterprise phone switch platforms (e.g., Cisco, Avaya, or equivalent).
• Analyze call traffic patterns, adjust staffing levels as needed, and ensure Average Speed to Answer (ASA) and First Call Resolution (FCR) targets are met.

Performance & Reporting

• Define, track, and report on Service Desk KPIs such as:
• Incident resolution time (by priority)
• First call resolution rate
• Customer satisfaction (CSAT)
• Call abandonment rate
• SLA adherence
• Deliver weekly, monthly, and quarterly performance reports with trends, risks, and improvement actions.
• Attend/participate in Burlington Change Mgmt meetings and provide feedback on Changes that impact Stores, Corporate users and Distribution Centers

Scope and Impact:This individual will be responsible for ensuring operational excellence of all Service Desk activities through ITIL-aligned processes, with a strong focus on Incident Management, Request Fulfillment, Problem Management, Major Incident Management, and Service Catalog optimization.You'll Come WithRequired Qualifications:

• Bachelor's degree in Information Systems, Computer Science, or related field (or equivalent professional experience).
• Minimum 7 years of experience in IT support environments, with 3+ years in a management or lead role.
• Proven experience managing ServiceNow including:
• Workflow design
• Service Catalog administration
• Knowledge management
• Performance reporting
• Strong knowledge of ITIL v3 or v4; certification preferred.
• Demonstrated experience in managing telephony-based support queues using enterprise phone switch platforms.
• Deep understanding of retail and warehouse operational environments and support needs.
• Proven track record in managing and optimizing performance of offshore vendor teams, especially in India and Mexico.
• Strong communication, problem-solving, and conflict-resolution skills.

Preferred Qualifications:

• ITIL v4 Foundation or Practitioner Certification.
• HDI Support Center Manager or similar certification.
• Familiarity with retail POS systems, warehouse RF scanners, and inventory platforms.

\Come join our team. You're going to like it here!You will enjoy competitive wages, 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.Pay Range $80,000.00 - $105,000.00Posting Number R100215Location New Jersey-Edgewater ParkAddress 4287 Route 130 SZip Code 08010Pay Rate SalariedCareer Site Category CorporatePosition Category Information TechnologyJob Type Full-TimeRemote Type HybridEvergreen No

Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time

Job function

• Job functionInformation Technology
• IndustriesRetail

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