IT Support

• 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.

IT Support jobs in Pennsylvania

Manager – IT Service Management