**Position Overview** We 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 Life** **Duties 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 With** **Required 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. \#LI-TG1 **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 - $105,000.00 **Posting Number** R100215 **Location** New Jersey-Edgewater Park **Address** 4287 Route 130 S **Zip Code** 08010 **Pay Rate** Salaried **Career Site Category** Corporate **Position Category** Information Technology **Job Type** Full-Time **Remote Type** Hybrid **Evergreen** No