IT Operations Support Manager

About the Job

The IT Operations Support Manager is an on-site role based at Books-A-Million's corporate headquarters, within the IT organization.

This role leads the Retail Help Desk and Corporate Support teams, providing frontline and escalated technical support to more than 200 retail store associates and corporate end users.

The IT Operations Support Manager drives service quality by setting and tracking KPIs, overseeing IT asset tracking and inventory, and continuously improving support processes and the team's knowledge base.

By ensuring reliable, responsive technology support across retail and corporate environments, this role contributes directly to Books-A-Million's operational efficiency and customer experience.

Role Summary

The IT Operations Support Manager is responsible for the day-to-day leadership of the Retail Help Desk and Corporate Support functions, ensuring consistent, high-quality technical support across the organization. The role contributes to company objectives by driving KPI-based performance, ITIL-aligned service delivery, and ongoing process improvement, while managing IT asset tracking and coaching a team of support professionals. The Client Services Manager collaborates closely with IT teams, procurement, executive and operations leadership, and vendors, and operates in a fast-paced, customer-facing, and technical environment that requires hands-on problem-solving and strong cross-functional communication.

Role Responsibilities

Help Desk Operations

• Oversee and manage the Retail Help Desk team to ensure prompt, high-quality support for over 200 retail locations and associates.
• Develop, monitor, and report on Key Performance Indicators (KPIs) to measure team performance, service quality, and customer satisfaction.
• Ensure effective ticket management and escalation protocols, serving as the management escalation point for complex or high-impact incidents and service requests and coordinating communication with executive and operations leadership.
• Provide hands-on problem-solving and assist with escalated support issues as needed.

Corporate Support Operations

• Lead Corporate Support operations by setting priorities, aligning resources, and ensuring established service expectations are met.
• Ensure effective ticket management and escalation protocols, serving as the management escalation point for complex or high-impact incidents and service requests and coordinating resolution with internal IT teams and vendors.
• Ensure consistent execution of employee onboarding and offboarding, device provisioning and replacement, hardware and software deployment, and other Corporate Support initiatives.
• Monitor support trends to identify recurring issues, training and resource needs, and opportunities to improve service delivery and the end user technology experience.

Asset Management

• Maintain and oversee IT asset tracking and inventory for retail and corporate hardware, ensuring accuracy, accountability, and compliance.
• Collaborate with procurement and IT teams to manage the lifecycle of IT assets, including deployment, maintenance, upgrades, and decommissioning.
• Develop and document processes for asset control, tracking, and reporting.

Customer Service Excellence

• Cultivate a customer-first culture by ensuring timely, professional, and empathetic support for all stakeholders.
• Continuously assess customer needs and identify opportunities to improve service levels and satisfaction.
• Develop service improvement strategies in line with ITIL best practices.

Knowledge Base & Process Improvement

• Revitalize and maintain an up-to-date, comprehensive knowledge base to streamline support processes and enhance first-call resolution rates.
• Regularly review and improve existing workflows and procedures to maximize operational efficiency.
• Identify areas for automation and innovation to reduce manual effort and improve service delivery.

Leadership & Mentoring

• Coach, mentor, and develop the Help Desk team to enhance skills, performance, and career growth.
• Conduct regular performance reviews, provide constructive feedback, and support team members in achieving individual and team goals.
• Foster collaboration and communication across departments to ensure alignment and efficient issue resolution.

ITIL Framework Implementation

• Leverage ITIL practices to standardize processes around incident, problem, and change management.
• Lead efforts to align help desk operations with ITIL principles to enhance consistency and scalability of support services.

Role Qualifications

Required Qualifications:

• Bachelor's degree in IT, Business, or a related field (or equivalent experience).
• 5+ years of experience in IT Help Desk/Support Services, with at least 2 years in a managerial role.
• Strong experience managing IT asset inventories and lifecycles.
• Proven experience creating and managing KPIs, driving process improvements, and revitalizing knowledge bases.
• Exceptional leadership, coaching, and mentoring skills with a focus on team development.
• Strong problem-solving abilities with a hands-on approach to issue resolution.
• Excellent written and verbal communication skills.
• Key competencies: customer-focused mindset; process improvement and innovation; organizational and time management skills; and analytical, KPI-driven thinking.

Preferred Qualifications:

• ITIL Certification, or demonstrated knowledge of ITIL frameworks.

The Perks

At Books-A-Million, we believe in taking care of our employees. As part of the team, you'll enjoy a comprehensive benefits package, including:

Competitive Compensation: We offer competitive pay and performance-based incentives.

Health & Wellness: Medical, dental, and vision insurance to keep you healthy.

Paid Time Off (PTO): Enjoy generous PTO and paid holidays.

Employee Discounts: Get discounts on books and other products across our stores.

Retirement Savings: Build your future with our 401(k) plan and company contributions.

Equal Employment Opportunity (EEO) Statement

Books-A-Million is an equal opportunity employer committed to fostering a diverse, inclusive, and welcoming workplace. We celebrate and embrace differences, and we strive to create an environment where every individual feels valued and empowered. We do not discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, age, national origin, disability, veteran status, or any other characteristic protected by federal, state, or local law.

All qualified applicants will receive consideration for employment without regard to their background or personal characteristics. We are dedicated to creating a culture of respect, equity, and opportunity for all employees, and we encourage individuals from all backgrounds to apply.