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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Manager- IT Service Management - **Company:** Boscov's Department Store, LLC. - **Location:** Reading, PA, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** JIRA, Configuration Management Databases, Continuous Availability, Data Integration, Information Technology Operations, Job Scheduling, System Availability, Information Technology, Servicenow - **Published:** August 16, 2026 - **Apply:** https://www.juju.com/job/00000000gnekwz ## About the Role + 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. ## Description As part of a fast-paced, dynamic Information Technology team, you will own the health and reliability of IT service delivery across the organization, leading 24/7 IT operations and serving as the primary escalation point for major incidents. You will champion ITIL-aligned service management practices across incident, change, problem, service request, and asset management, oversee an outsourced helpdesk partner, and drive disciplined use of Jira to keep technology services available, recoverable, and continuously improving for stores, corporate offices, and distribution. If you are looking for a great opportunity to pursue a rewarding career with a company known for quality and big savings, apply today! Responsibilities + IT Operations (24/7): Oversee round-the-clock IT operations to ensure continuous availability, monitoring, and rapid response across all critical systems and services. + Helpdesk & Vendor Management: Own the relationship with our Helpdesk provider and other operational service providers, holding them accountable to SLAs, service quality, issue resolution, and continuous improvement. + Incident & Problem Management: Lead all Major Incidents and drive root-cause analysis to minimize major and recurring incidents, turning incident data into lasting fixes. + Change Management: Run the change control process, chairing change advisory board reviews and ensuring all changes are assessed, approved, and implemented with minimal risk. + Service Request Management: Ensure service request tickets are actively updated and closed within SLA, holding teams accountable for performance. + Asset Management: Maintain accurate IT asset records using Device42, ensuring the asset lifecycle is tracked and audit-ready. + ITIL & IT Service Management: Champion ITIL best practices across the organization using Jira Service Management, keeping processes consistent, mature, practical, and measurable for the pace of a retail organization. + Business Recovery: Maintain and exercise business recovery plans for IT services so critical systems can be restored quickly following a disruption. + Develop operational metrics, dashboards, and reporting for service levels, incident trends, change success, helpdesk performance, recurring issues, and improvement opportunities. + Maintain operational procedures, runbooks, escalation paths, communication templates, and knowledge articles to improve consistency and speed of support. + Enterprise Job Scheduling: Ensure the timely execution of batch processes, data integrations, and critical business workflows while maintaining high system availability. + Partner with infrastructure, applications, security, store operations, and business teams to ensure IT services support retail priorities and seasonal operating demands. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [One year of the CO2-challenge – insights and lessons learned](https://www.wearedevelopers.com/videos/100251-one-year-of-the-co2-challenge-insights-and-lessons-learned) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) - [Understanding Kubernetes in a visual way](https://www.wearedevelopers.com/videos/100085-understanding-kubernetes-in-a-visual-way) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [Should Tech Managers Be Developers First? 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