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Job Description

Job Description

Senior Manager IT Support

Job ID 1241324BR Date posted 08/04/2017 Location Wilkesboro, NC Location Name CSC-Wilkesboro Address 1605 Curtis Bridge Road Employment Type I Regular Employment Type II Full-Time Line of Business Corporate Department 0018 - IT Service Desk

Are you a Pioneering Spirit? Lowe's is looking for Visionaries, Risktakers, Adventurers. Lowe’s is looking for someone that is driven by potential—A trailblazer of innovation. We are a multibillion dollar company with 5 million MyLowes users and millions of daily site visits. We’re looking for someone that dares to take risks and is excited about the opportunity to work on problems that have never been attempted. So if you’re an innovator, the kind of person who thinks outside the box and is always excited about your next challenge, you might just be the Pioneering Spirit we’re looking for.

PURPOSE OF ROLE:

The primary purpose of this role is to manage the service delivery process and outcomes for first, second and third level
support for products and/or applications and oversee the process for tracking and documentation related to staging and
integration, troubleshooting and/or installation. This includes responsibility for developing the processes and procedures for the setup and maintenance of computer systems for multiple facilities by overseeing the coordination of IT installation and deployment projects.


RESPONSIBILITY STATEMENTS

• Conducts root cause analysis and develops solutions within technical area of responsibility

• Reviews and approves resolution proposals to prevent issue recurrence

• Manages disaster recovery and business continuity processes and events

• Oversees the process for tracking and documentation related to staging and integration, troubleshooting and/or installation

• Establishes, validates, and drives the use of a knowledge repository for technical support

• Oversees the development and approval of standard operating procedures

• Develops the processes and procedures for the setup and maintenance of computer systems for multiple facilities by overseeing the coordination of IT installation and deployment projects

• Develops and deploys the approach for implementing preventive maintenance and break/fix repairs on technology (e.g. PCs, printers, servers, mobile devices, network and telecommunication equipment)

• Manages relationships with third party hardware and/or software vendors across multiple teams or facilities by participating in the development of a framework for managing vendors

• Participates in contract negotiations with service vendors and recommend service level agreement (SLA) criteria


QUALIFICATIONS

REQUIRED EDUCATION/EXPERIENCE



Bachelor's Degree in Computer Science, CIS or related field

10+ years of experience in IT, Operations or related field

3+ years of experience in IT support/deployment, hardware implementation and maintenance and leadership role

1+ years of experience managing operational and/or project budgets



PREFERRED EDUCATION/EXPERIENCE


Master's Degree in Computer Science, CIS or Related field

4+ years of experience in an IT role requiring interaction with senior leadership, in a leadership role of a large matrixed organization, Lowe's Operations experience, working with 3rd party IT vendors and experience in the retail industry

5+ years of experience leading technical or project teams with or without direct reports

2+ yeas of experience managing operational and/or project financial budgets and in network configuration and troubleshooting


About Lowe's

Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE ® 50 home improvement company serving more than 17 million customers a week in the United States , Canada and Mexico. With fiscal year 2016 sales of $65.0 billion, Lowe’s and its related businesses operate or service more than 2,375 home improvement and hardware stores and employ over 290,000 employees. Founded in 1946 and based in Mooresville, N.C. , Lowe’s supports the communities it serves through programs that focus on K-12 public education and community improvement projects. For more information, visit Lowes.com.

Lowe’s is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.

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