Manager IT Technical Support

November 13, 2025

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Join to apply for the Manager IT Technical Support role at Burlington Stores, Inc.1 day ago Be among the first 25 applicantsJoin to apply for the Manager IT Technical Support role at Burlington Stores, Inc.Get AI-powered advice on this job and more exclusive features.<h2>Burlington Stores, Inc. provided pay range</h2>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.<h2>Base pay range</h2>$80,000.00/yr - $105,000.00/yrPosition 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 . <ul><li>Responsible for special projects and initiatives affecting key business operations.</li><li>Accountable forequipment support,operational delivery, and customer relationships.</li><li>Fosters clear and open communications, both verbal and written.</li><li>Meet and exceed business commitments and successfully deliver initiatives to support departmental and corporate objectives.</li><li>Inbound processing assets and invoices</li><li>Outbound processing assets to corporate and store locations</li><li>Respond to emails and manages incidents</li><li>Monitors and respond to asset exception reports </li></ul>Operational Leadership <ul><li>Manage day-to-day operations of the IT Service Desk, supporting retail store associates, warehouse operations, and corporate staff across multiple U.S. locations.</li><li>Ensure service desk team performance meets or exceeds agreed-upon Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).</li><li>Oversee a 24x7 support model, including management of onshore staff and offshore vendors in India and Mexico.</li><li>Maintain a culture of continuous improvement through regular reviews of team performance, metrics, and user feedback.</li><li>Strong experience with leading MSP governance and service improvements to drive operational excellence is strongly preferred </li></ul>Global Team & Vendor Management <ul><li>Manage relationships with outsourced offshore support teams in India and Mexico, including staffing, performance monitoring, and quality assurance.</li><li>Ensure offshore teams align with company policies, service quality expectations, and process standards.</li><li>Provide leadership, training, and professional development to both internal and external support staff. </li></ul>ITIL Process Management <ul><li>Own and drive the execution of Incident, Request for Service, Problem, and Major Incident Management processes, ensuring timely resolution and root cause analysis.</li><li>Serve as escalation point for high-severity and critical business-impacting incidents.</li><li>Conduct post-incident reviews (PIRs) and initiate corrective action plans for recurring issues. </li></ul>ServiceNow Platform Expertise <ul><li>Administer and enhance ServiceNow workflows for Incident, Request, and Problem Management.</li><li>Manage and optimize the Service Catalog and Self-Service Portal to reduce ticket volumes and improve user experience.</li><li>Design and deliver ServiceNow reports, dashboards, and performance insights for leadership and operational teams. </li></ul>Telephony & Queue Management <ul><li>Manage and monitor call queues via enterprise phone switch platforms (e.g., Cisco, Avaya, or equivalent).</li><li>Analyze call traffic patterns, adjust staffing levels as needed, and ensure Average Speed to Answer (ASA) and First Call Resolution (FCR) targets are met. </li></ul>Performance & Reporting <ul><li>Define, track, and report on Service Desk KPIs such as:</li><li>Incident resolution time (by priority)</li><li>First call resolution rate</li><li>Customer satisfaction (CSAT)</li><li>Call abandonment rate</li><li>SLA adherence</li><li>Deliver weekly, monthly, and quarterly performance reports with trends, risks, and improvement actions.</li><li>Attend/participate in Burlington Change Mgmt meetings and provide feedback on Changes that impact Stores, Corporate users and Distribution Centers </li></ul>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: <ul><li>Bachelor’s degree in Information Systems, Computer Science, or related field (or equivalent professional experience).</li><li>Minimum 7 years of experience in IT support environments, with 3+ years in a management or lead role.</li><li>Proven experience managing ServiceNow including:</li><li>Workflow design</li><li>Service Catalog administration</li><li>Knowledge management</li><li>Performance reporting</li><li>Strong knowledge of ITIL v3 or v4; certification preferred.</li><li>Demonstrated experience in managing telephony-based support queues using enterprise phone switch platforms.</li><li>Deep understanding of retail and warehouse operational environments and support needs.</li><li>Proven track record in managing and optimizing performance of offshore vendor teams, especially in India and Mexico.</li><li>Strong communication, problem-solving, and conflict-resolution skills. </li></ul>Preferred Qualifications: <ul><li>ITIL v4 Foundation or Practitioner Certification.</li><li>HDI Support Center Manager or similar certification.</li><li>Familiarity with retail POS systems, warehouse RF scanners, and inventory platforms. </li></ul>\\ 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 <h2>Seniority level</h2><ul><li><h2>Seniority level</h2>Mid-Senior level</li></ul><h2>Employment type</h2><ul><li><h2>Employment type</h2>Full-time</li></ul><h2>Job function</h2><ul><li><h2>Job function</h2>Information Technology</li><li><h2>Industries</h2>Retail</li></ul>Referrals increase your chances of interviewing at Burlington Stores, Inc. by 2xGet notified about new Information Technology Support Manager jobs in Beverly, NJ.Glenside, PA $70,000.00-$90,000.00 22 hours agoMount Laurel, NJ $110,760.00-$166,400.00 1 week ago<h2>Senior Manager – Azure Cloud Infrastructure (Healthcare IT)</h2>Jenkintown, PA $100,000.00-$125,000.00 2 days ago<h2>PEPI Manager - IT M&A (Open to all US locations)</h2>Philadelphia, PA $125,000.00-$190,000.00 4 hours ago<h2>Senior Manager - Digital Operations & Innovation (BPaaS/BPO)</h2>Philadelphia, PA $167,000.00-$307,500.00 1 week ago<h2>Senior Manager - Digital Operations & Innovation (BPaaS/BPO)</h2>Princeton, NJ $167,000.00-$307,500.00 1 week ago<h2>Senior Manager, Commercial IT, Commercial Data & Analytics Technologies</h2>Philadelphia, PA $159,900.00-$292,900.00 1 week ago<h2>Communications and Research Manager - Penn Center for Media, Technology, and Democracy</h2>Philadelphia, PA $55,000.00-$72,000.00 1 month agoPhiladelphia, PA $99,000.00-$232,000.00 2 weeks agoPhiladelphia, PA $95,000.00-$120,000.00 2 weeks agoConshohocken, PA $140,000.00-$165,000.00 1 day agoPhiladelphia, PA $137,700.00-$229,500.00 2 weeks agoYardley, PA $111,850.00-$177,842.00 1 month ago<h2>Patient Services System Manager - Commercial IT - Job ID: PSSM</h2>Princeton, NJ $145,000.00-$155,000.00 9 hours ago<h2>Business Development Manager - IT Staffing</h2>New Jersey, United States $35.00-$50.00 2 weeks agoPhiladelphia, PA $86,700.00-$95,000.00 3 weeks ago<h2>Systems Engineer (1)-Customer Care & Billing(CC&B)-Philadelphia, PA</h2>Philadelphia, PA $75,000.00-$115,500.00 3 days ago<h2>Systems Engineer (1) - Customer Care & Billing (CC&B)</h2>Philadelphia, PA $84,000.00-$115,500.00 6 days agoWe’re unlocking community knowledge in a new way. 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