Manager – IT Service Management

Boscov's Department Store, LLC

. Oversee round-the-clock IT operations to ensure continuous availability, monitoring, and rapid response across all critical systems and services.

Posted 9/23/2026full-timeReading • Pennsylvania • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT Service Management, including Major Incident response, change control processes, and ITIL best practices. Proficient in managing IT operations, ensuring service availability, and maintaining IT asset records while leading cross-functional teams effectively.

Highest-signal resume keywords

ITIL Foundation CertificationMajor Incident ManagementChange Control Process ManagementITSM Tools (Jira, ServiceNow)IT Asset Management (Device42)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IT Service ManagementChange ControlRoot-Cause AnalysisOperational Metrics DevelopmentBusiness Continuity PlanningDisaster Recovery PlanningBatch Process ExecutionData IntegrationService Level Agreement (SLA) ManagementHelpdesk Performance Management

Soft Skills

Strong Communication SkillsLeadership Under Pressure

Tools & Technologies

Jira Service ManagementServiceNowDevice42

Certifications & Qualifications

ITIL Foundation CertificationITIL Intermediate Certification

Industry Keywords

IT Operations24/7 Operational EnvironmentCross-Functional Team LeadershipOperational ProceduresKnowledge Articles

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Oversee round-the-clock IT operations to ensure continuous availability, monitoring, and rapid response across all critical systems and services.
Own relationships with helpdesk and other operational service providers, holding them accountable to SLAs, service quality, issue resolution, and continuous improvement.
Lead all Major Incidents and drive root-cause analysis to minimize major and recurring incidents.
Run the change control process, chair change advisory board reviews, and ensure changes are assessed, approved, and implemented with minimal risk.
Ensure service request tickets are updated and closed within SLA.
Maintain accurate IT asset records using Device42 and track the asset lifecycle.
Champion ITIL best practices using Jira Service Management.
Maintain and exercise business recovery plans for IT services.
Develop operational metrics, dashboards, and reporting for service levels, incidents, changes, helpdesk performance, recurring issues, and improvements.
Maintain operational procedures, runbooks, escalation paths, communication templates, and knowledge articles.
Ensure timely execution of batch processes, data integrations, and critical business workflows.
Partner with infrastructure, applications, security, store operations, and business teams to support retail priorities and seasonal demands.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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