IT Operations Support Manager

US:

AL:

Birmingham | Corporate | ACTIVE FULL TIME

Posted 9 days ago | Apply before October 30, 2026

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.

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.

• 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.

• 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.

• 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.

• 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.

• Revitalize and maintain an up‑to‑date, comprehensive knowledge base to streamline support processes and…