Your Impact
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 responsibility for developing, training, executing, and measuring operational support processes within scope of responsibility. This role also partners with senior management as well as key cross-functional stakeholders to report out on performance against established success criteria and to identify opportunities for continuous process improvement.
This role manages relationships with third-party hardware and/or software vendors and provides leadership to a team within a 24 X 7 X 365 on-call support environment.
With a focus specifically on IT Service Management (ITSM), this role manages and provides direction to a team of ITSM professionals who deliver business process support to teams throughout the implementation and maintenance of business and enterprise technology solutions. This role leads and drives 1-2 standard ITSM functions. This includes leading key activities during process implementation and working through his/her team to drive process consistency, governance, standardization, reporting and efficiency across all areas of responsibility.
Qualifications
Minimum Qualifications
• Bachelor's Degree in Business Administration, Computer Science, CIS, or related field (or equivalent work experience in a related field)
• 6 years of IT experience, with at least 2 years of experience in specific area of focus (e.g., OCC, Service Desk, Field Services, ITSM)
• 1 year of experience leading project or technical teams with or without formal direct report responsibility; this includes experience providing technical direction, thought leadership, coaching and mentoring to team members
• 1 year of experience in IT support/deployment, hardware implementation and maintenance
Preferred Qualifications
• 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
OCC
• 4 years of experience in infrastructure configuration and troubleshooting (specific to the OCC role)
Service Desk and EUC
• 2 years of experience in IT Service Delivery management (including IT Service Desk operations and End User services) (specific to the Service Desk and EUC role)
ITSM
• 8 years of experience in IT with expertise in ITIL methods and practices, Agile, and DevOps (specific to the ITSM role)
• Experience in both technology and business environments with a proven ability to integrate process improvements to meet business needs (specific to the ITSM role)
• Experience with BMC Helix or similar ITSM solution
• Experience with Everbridge platform
About Lowe’s
Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2023 sales of more than $86 billion, Lowe’s operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Mooresville, N.C., Lowe’s supports the communities it serves through programs focused on creating safe, affordable housing and helping to develop the next generation of skilled trade experts. For more information, visit Lowes.com.
Lowe’s is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.
Pay Range: $94,900.00 - $180,300.00 annually Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit https://talent.lowes.com/us/en/benefits.
