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Senior Manager, IT Service Desk

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Location: Plano, TX, United States -
Job ID: 1083854
Corporate Positions
Job Type: Full-Time
Date Updated: May 23, 2019

Senior Manager, IT Service Desk

J.C. Penney Company, Inc.

Plano, Texas

We are seeking a highly self-motivated IT Sr. Manager who will provide overall leadership and oversight to the entire JCP Service desk team. The successful candidate is responsible for the planning, designing, and improvement of the Service Desk according to industry best practices, while ensuring a high level of customer service is delivered to our stores and associates. In addition, you will be responsible for staffing capacity planning, ensuring appropriate staffing levels and coverage to meet support requirements.

The ideal candidate has strong experience as an IT Service Desk leader and will be a member of the JCP Support and Operations leadership team serving as “the face” of the IT Service Desk. This position has direct management responsibilities for a team of IT Supervisors and provides leadership for 20+ full time and hourly JCP associates.


  • Plan and coordinate the daily workflow of JCPenney IT Service Desk Operations
  • Develop and implement Service Desk policies, processes and procedures to include responsibility for effectively communicating status of all service desk operations
  • Establishes and manages processes to ensure effective support coordination between IT Service Desk and level 2/3 teams.
  • Develops future service management strategies and needs, identifying staff, tools and support requirements as necessary to ensure that Service Desk operations and support processes are working as expected.
  • Responsible for ensuring our analysts are providing quality, exceptional customer service and incident resolution in a timely manner
  • Oversees problem resolutions to identify trends or problem areas and ensures that support procedures are being followed. Identified opportunities to eliminate or “shift left” issue resolution
  • Coordinates effective project transitions from App Dev or Infrastructure teams ensuring effective knowledge transition
  • Serves as point of escalation on a rotational basis for major service disruptions to the stores, online, and distribution centers and ensures appropriate communication channels are used effectively to notify end users and stakeholders
  • Builds and continually develops relationships with the JCPenney Store Operations Team, Operations Center and ITSM teams, and broader IT organization
  • Evaluates key metrics, KPI's and SLA's, performs analysis and provides reporting to leadership to drive consistency and an understanding of incident trends.
  • Manages staff including all levels of associates. Provides coaching and other performance feedback. Assigns tasks to staff to allow them to reach their development potential.
  • Collaborates with peer managers (onsite and offshore) to ensure execution is effective and efficient.


  • Bachelor's degree in Computer Science, Management Information Systems, or related field of study
  • A combination of 5 years of direct and indirect people management experience required.
  • Advanced knowledge of help desk operations
  • Experience managing 3rd party vendor staff operating from a nearshore location
  • Ability to lead process design discussions and organizational change across the IT organization.
  • Working knowledge of the Remedy ITSM Platform or other similar ITSM tool
  • Strong collaboration skills as a member of a global leadership team (onsite/offshore model)
  • Skilled in managing a budget, forecasting financial impacts and variances, and has experience managing 3rd party vendors.
  • Excellent verbal and written communication skills and ability to transfer information easily to team members, stakeholders and senior leadership
  • Broad understanding of IT concepts, development practices, and architectures
  • Retail/business experience preferred
  • ITILv3 or 2011 certification preferred.
  • HDI certification preferred

What you get:

Our corporate office, located within the exciting new development of Legacy West in Plano, Texas, supports JCPenney stores and supply chain facilities nationwide. We offer a competitive benefits package including medical/dental/vision, term life insurance, paid vacation/holidays, 401(k) Savings Plan with company match, and an associate discount on JCPenney merchandise. On-site campus amenities include health clinic, pharmacy, daycare and preschool, full cafeteria service, a 24-hour fitness center and free garage parking.

About JCPenney:

At JCPenney, we share a passion for serving customers, supporting our communities and being the best retailer for all families. As a company founded on the Golden Rule, our success is rooted in the belief that we treat everyone the way we would want to be treated. At every touchpoint, customers discover stylish merchandise at incredible value from an extensive portfolio of private, exclusive and national brands. Reinforcing this shopping experience is the customer service and warrior spirit of approximately 98,000 associates across the globe, all driving toward the Company's mission to help customers find what they love for less time, money and effort.

Working at JCPenney means joining a dedicated team of associates who are encouraged to be uniquely themselves in a safe, caring and welcoming environment. It is a place where careers prosper, accomplishments are celebrated and diversity flourishes. It’s a place that’s meant for you.

For more opportunities to join our team please visit our careers page.

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Job Title: Senior Manager, IT Service Desk
Location: Plano, TX, United States -
Job ID: 1083854

J.C. Penney Company Inc.
Plano, Texas

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