IT Operations Manager — Help Desk & Asset Management

Books A Million; Birmingham (AL); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Paid time off

Employee discounts

Job summary

Books-A-Million is seeking an IT Operations Support Manager to lead the Retail Help Desk and Corporate Support teams from our Birmingham, AL headquarters. You will drive KPI-based performance, ITIL-aligned service delivery, and ongoing process improvements while managing IT assets and coaching a team of support professionals.

The role emphasizes hands-on problem solving, cross-functional collaboration with IT, procurement, leadership, and vendors in a fast-paced, customer-facing environment.

Qualifications

• Bachelor’s degree or equivalent experience in IT or related field.
• 5+ years in IT Help Desk/Support Services with at least 2 years in a managerial role.
• Experience managing IT asset inventories and lifecycles.
• Proven ability to create/manage KPIs and drive process improvements.
• Strong leadership, coaching, and mentoring skills; excellent communication.

Responsibilities

• Oversee Retail Help Desk and Corporate Support teams for 200+ locations and users.
• Develop, monitor, and report KPIs; manage escalation for high-impact issues.
• Lead Corporate Support operations and onboarding/offboarding processes.
• Maintain IT asset tracking, lifecycle management, and inventory accuracy.
• Improve knowledge base and drive ITIL-aligned service delivery.
• Coach and develop team; collaborate with IT, procurement, vendors.

Skills

5+ years IT Help Desk/Support

2+ years managerial experience

KPI development & reporting

ITIL knowledge or certification

Leadership & mentoring

Excellent communication

Education

Bachelor’s degree in IT, Business, or related field

Job description

Books-A-Million is seeking an IT Operations Support Manager to lead the Retail Help Desk and Corporate Support teams from our Birmingham, AL headquarters. You will drive KPI-based performance, ITIL-aligned service delivery, and ongoing process improvements while managing IT assets and coaching a team of support professionals.

The role emphasizes hands-on problem solving, cross-functional collaboration with IT, procurement, leadership, and vendors in a fast-paced, customer-facing environment.