Manager, Technology Operations

$94,900 - $180,300/Yr

Lowe's - Charlotte, NC

Full-time - Mid Level

Charlotte, NC

10,001+ employees

Building Material and Garden Equipment and Supplies Dealers

About the position

The primary purpose of this role is to manage technology support resources responsible for delivering system and/or process support services to end users across the company. This includes developing, training, executing, and measuring operational support processes. The role partners with senior management and key stakeholders to report on performance and identify opportunities for continuous improvement. It also involves managing relationships with third-party vendors and leading a team in a 24/7 on-call support environment, focusing on IT Service Management (ITSM).

Responsibilities

• Manage technology support resources delivering system and process support services to end users.
• Develop, train, execute, and measure operational support processes.
• Partner with senior management and key stakeholders to report on performance and identify improvement opportunities.
• Manage relationships with third-party hardware and software vendors.
• Lead a team of ITSM professionals in delivering business process support.
• Drive process consistency, governance, standardization, reporting, and efficiency across all areas of responsibility.

Requirements

• Bachelor's Degree in Business Administration, Computer Science, CIS, or related field (or equivalent work experience).
• 6 years of IT experience, with at least 2 years in a specific area of focus (e.g., OCC, Service Desk, ITSM).
• 1 year of experience leading project or technical teams, providing technical direction and mentoring.
• 1 year of experience in IT support/deployment, hardware implementation, and maintenance.

Nice-to-haves

• Master's Degree in Business Administration, Computer Science, CIS, Engineering, or related field.
• Lowe's Operations experience.
• Experience working with third-party vendors and software-solution providers.
• Experience in the retail industry.
• 1 year of leadership experience with direct report responsibility.
• Experience in a leadership role of a large matrixed organization.
• Experience in an IT role requiring interaction with senior leadership.
• 1 year of experience managing operational and/or financial budgets.
• Experience using IT Infrastructure Library (ITIL) frameworks.
• Experience working with defect or incident tracking software.
• 4 years of experience in infrastructure configuration and troubleshooting.
• 2 years of experience in IT Service Delivery management.
• 8 years of experience in IT with expertise in ITIL methods and practices, Agile, and DevOps.
• Experience with BMC Helix or similar ITSM solution.
• Experience with Everbridge platform.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401k
• 401k matching
• Paid holidays
• Paid time off
• Employee discount programs
• Tuition reimbursement
• Professional development opportunities