Manager of Technology, End User Services - #252398

TJX Companies

At TJX Companies, every day brings new opportunities for growth, exploration, and achievement. You’ll be part of our vibrant team that embraces diversity, fosters collaboration, and prioritizes your development. Whether you’re working in our four global Home Offices, Distribution Centers or Retail Stores—TJ Maxx, Marshalls, Homegoods, Homesense, Sierra, Winners, and TK Maxx, you’ll find abundant opportunities to learn, thrive, and make an impact. Come join our TJX family—a Fortune 100 company and the world’s leading off-price retailer.

Job Description

Manager of Technology, End User Services

What You’ll Discover

• Inclusive culture and career growth opportunities
• Global IT Organization which collaborates across U.S., Canada, Europe and Australia, click here to learn more
• Challenging, collaborative, and team-based environment
  
  

What You’ll Do

The Infrastructure and Operations (I&O) organization embodies the hub of lifecycle engineering at TJX, delivering, maintaining, and optimizing our technology portfolio at cloud scale. We are a service-oriented team aimed at providing extraordinary experiences to thousands of TJX associates, business partners, and application delivery teams across the portfolio.

We are seeking a highly skilled and experienced Manager of End User Services, with a strong background in operations and people management, to oversee a few support areas for our business functions, including acting as the regional lead for our onsite support delivery across our corporate locations, leading our software packaging and deployment teams etc. This senior-level position will be responsible for managing third-party vendors, ensuring they meet contractual agreements, and driving continuous improvement in our support services. The Manager of End User Services will also focus on managing budgets, reducing operational costs, and developing the talent within the team.

Key Responsibilities

• Own continual service improvements and ongoing process maturity through regular reviews of the process and tools, trend analysis, metrics reporting, and regular engagement with stakeholders.
• Lead and oversee the delivery of our onsite support teams, including Desk Side and Elevated Support, to provide on-site technical assistance and support for hardware, software, and network-related issues, including Executive assistance etc.
• Drive the adoption of ITIL processes and industry best practices to enhance service delivery, incident management, and operational support.
• Manage and mentor the EUS team, fostering a culture of continuous improvement and professional development.
• Drive a shift-left strategy, promoting the use of self-service portals, knowledge bases, and AI-driven chatbots to improve user experience.
• Act as a strong customer advocate, collaborating with product, engineering teams to address feedback and improve product offerings
• Manage software packaging and deployment, and mature the Auto Pilot process to ensure efficient and streamlined operations
• Improve user experience by operationalizing the NextThink tool to enhance detection and remediation capabilities
• Coordinate with third-party vendors to ensure they meet contractual agreements and deliver high-quality services.
• Manage the budget for the End User Services functions, focusing on cost reduction and efficient use of resources.
  
  

What You’ll Need

We seek creative, customer-focused individuals with a foundational knowledge and interest in IT and a mindset for continuous improvement. We rethink how software and infrastructure are delivered at cloud scale, and work closely with other teams to improve key services.

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 12 years of experience in IT support or a related field, with at least 5 years in a managerial role.
• Minimum of 5 years of experience managing third-party service providers
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Proven ability to drive process improvements and implement best practices.
• Experience with incident management and IT service management (ITSM) tools.
• Experience in working with ServiceNow is a plus.
• Experience in NextThink is a plus.
• Strong analytical and problem-solving skills.
• Team management and organization skills; ability to lead, coach and mentor
• Ability to work in a fast-paced and dynamic environment.
  
  

Benefits include Associate discount; 401(k) match; medical/dental/vision; HSA; health care FSA; life insurance; short/long-term disability; paid holidays/vacation /sick/bereavement/parental leave; EAP; incentive programs for management; auto/home insurance discounts; tuition reimbursement; scholarship program; adoption/surrogacy assistance; smoking cessation; child care/cell phone discounts; pet/legal insurance; credit union; referral bonuses. All benefits are subject to applicable plan or program terms (including eligibility terms) and may change from time to time. Contact your TJX representative for more information.

In addition to our open door policy and supportive work environment, we also strive to provide a competitive salary and benefits package. TJX considers all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status, or based on any individual's status in any group or class protected by applicable federal, state, or local law. TJX also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

Address

770 Cochituate Rd

Location:

USA Home Office Framingham MA 770 Cochituate Rd

This position has a starting salary range of $138,400.00 to $179,900.00 per year. Actual starting pay is determined by a number of factors, including relevant skills, qualifications, and experience. This position is eligible for an annual incentive as well as long-term incentives.