Manager, End User Services
Job#: 514825
Positions: 0
Posted: 09/23/2019
Job Type: Full Time
Location: Enfield, CT (Corporate Office)
Department: IT
Category: IT
Salary: Salary
Benefits: Full Benefits
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Job Description

As America's oldest clothing retailer, Brooks Brothers has a long history of creating long-term relationships with both our Customers and our Associates. With more than 260 stores throughout the United States and Canada and more than 200 locations abroad, we continue to grow the brand with a respect for our heritage and a vision for the future.

The diversity of our operations has recently created an opportunity for a Manager, End User Services.  This role will sit in either Enfield, CT or our Madison Ave. offices in New York City and will sit in each office 2-3 days a week.



  • Supervises a team that provides technical support to the organization's internal users of computer applications and hardware
  • Provides timely and clear work direction and priorities to others to deliver outcomes. Provides in-the-moment feedback and coaching to individuals
  • Provides Performance Management by setting clear effective goals and expectations
  • Coordinates team schedule to ensure onsite coverage at corporate sites is provided commensurate with SLAs
  • Identifies end user incident and service request trends and actions training, process improvements, or technology enhancements to reduce them
  • Fosters open and clear communication on the status of open, pending, and on hold service requests to end users
  • Ensures corporate video/telephone conference technologies are maintained to support around-the-clock meeting readiness
  • Administers the software lifecycle management program, maintaining an accurate inventory of on premises and SaaS authorized licenses/subscriptions and current utilization
  • 25% - 50% travel required to corporate offices in New York City




Skills & Requirements:

  • Small Team Leadership
  • Conflict Management
  • Measured and calm response to incident resolution
  • Critical and analytical thinking
  • 10 years or more in an IT service management function
  • 5 years or more of direct management experience
  • Technology support experience in a retail environment
  • Experience in development and delivery of end user training
  • Synthesis and presentation of SLA-driven key performance indicators (KPIs)
    ITIL or equivalent framework
  • Deep knowledge of following Technologies: Windows 7/8/10, Office 2010/2013/2016, Outlook, internet browsers, local area networks, peripherals such as inkjet/laser printers, scanners, speaker phones and audio/video conference equipment.
  • Proficiency in day-to-day use of the MS Office suite
  • Operational use of service desk tools (e.g. Sysaid, ServiceNow, Remedy, etc.
  • Budget Management and Cost Optimization
  • Drive continuous measured improvements across the organization
  • Deep knowledge and experience in working in an onshore / offshore model



The Brooks Brothers culture is rooted in our values of relationships, innovation, history, fairness and celebration and our vision to be the premiere lifestyle destination for ladies and gentleman for every generation. We are proud to offer our Associates a fulfilling work environment, unique and special benefits and a wide range of opportunities for personal and professional development.

Additionally, Brooks Brothers offers competitive compensation, excellent benefits and a positive work environment designed around the philosophy of mutual respect and the challenge of contributing to the continued success of our organization. 

We invite you to submit your resume for immediate consideration.

Best Regards,

The Talent Acquisition Team of Brooks Brothers



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