Lead Service and Support Center - Operations

Be part of an amazing story.

Macy's is more than just a store. We're a story. One that's captured the hearts and minds of America for more than 160 years. A story about innovations and traditions...about inspiring stores and irresistible products...about the excitement of the Macy's 4th of July Fireworks, and the wonder of the Thanksgiving Day Parade. We've been part of memorable moments and milestones for countless customers and colleagues. Those stories are part of what makes this such a special place to work.

Job Overview

The Lead, Service & Support Center - Operations serves as the single point of contact responsible for providing technical expertise in support of IT services and managing the IT infrastructure. This role identifies, assesses, and triages events through active monitoring, trend analysis, or reported incidents. The Lead determines the appropriate course of action for each event, resolving issues when possible, escalating immediately when immediate resolution is required, or directing unresolved issues to Level 3 support.

For events requiring immediate resolution, the Lead facilitates incident management by assembling the appropriate personnel, leading focused discussions to restore services promptly, and publishing regular status updates to upper management. After service restoration, the Lead ensures proper ownership for root cause analysis (RCA) and follow-up tasks, assigning and confirming accountability.

Interacting with Macy's colleagues across all divisions, job titles, and levels, the Lead plays a critical leadership role within the team. This includes supporting management in the growth and development of the team and mentoring individual associates to foster professional development.

What You Will Do

• Actively monitor the production environment to identify potential events that may cause disruption, addressing or escalating significant events as needed.
• Use independent judgment to assess, triage, research, resolve, and escalate significant technical issues received via monitoring tools, calls, emails, or other notifications.
• Support the Incident Management team by fulfilling all role responsibilities, including required reporting and Operations meeting facilitation. Ensure end-to-end support of the Incident Management process by reviewing stability tickets, root cause analyses (RCAs), and related documentation.
• Train, mentor, and provide guidance to all SOC personnel. Assist with onboarding and acclimating new associates to the team. Offer peer leadership and drive process improvement initiatives.
• Provide technical expertise by evaluating and recommending preventative measures through Problem Management analysis. Identify, develop, publish, and implement new enterprise best practices and policies to enhance production stability.
• Build and foster effective communication and relationships across all MST business units and Macy's support functions. Facilitate education and training to help junior associates understand business needs.
• Consistently demonstrate regular, dependable attendance and punctuality.
• In addition to the essential duties mentioned above, other duties may be assigned.
• Use ServiceNow and Excel to generate dashboards, graphs, and reports to support Incident trends and analytics.
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities

Skills You Will Need

Technical Expertise: Possesses broad technical knowledge, including a deep understanding of installed systems, their interrelationships, and the ability to troubleshoot and resolve issues. Quickly learns and applies new technologies and concepts.

Monitoring and Incident Analysis: Actively monitors production environments, assesses trends, and evaluates technical and business impacts to identify and address or escalate potential incidents.

Incident Management: Demonstrates the ability to assess and manage incidents effectively, including assembling personnel, facilitating discussions, and maintaining regular communication with leadership during events.

Problem Management: Provides analysis to identify root causes and recommend preventative measures, implementing best practices and policies to ensure production stability.

Leadership and Mentoring: Leads by example, training, mentoring, and guiding team members. Drives process improvements and supports team development through various training methods.

Decision-Making and Judgment: Makes accurate and timely decisions with limited information, leveraging data to resolve incidents or guide escalations.

Data Analysis: Analyzes metrics to identify recurring issues and develops proactive corrective actions to prevent repeat impacts.

Communication Skills: Exhibits strong oral and written communication skills to collaborate effectively with colleagues at all levels and provide clear updates to stakeholders.

Relationship Building: Builds and maintains strong working relationships across business units and support functions to facilitate collaboration and understanding.

Adaptability and Independence: Works independently with minimal supervision, demonstrating adaptability in a dynamic environment.

Operational Support: Executes responsibilities such as reporting, meeting facilitation, and incident resolution to support operational stability and ensure business needs are met.

Process Improvement: Identifies opportunities for enhancing processes and systems, contributing to the organization's efficiency and effectiveness.

Who You Are

• Candidates with a bachelor's degree or equivalent work experience in a related field are encouraged to apply.
• Regularly required to sit, talk, hear; use hands/fingers to touch, handle, and feel. Occasionally required to move about the workplace and reach with hands and arms. Requires close vision.
• Able to work a flexible schedule based on department and company needs.

What We Can Offer You

Join a team where work is as rewarding as it is fun! We offer a dynamic, inclusive environment with competitive pay and benefits. Enjoy comprehensive health and wellness coverage and a 401(k) match to invest in your future. Prioritize your well-being with paid time off and eight paid holidays. Grow your career with continuous learning and leadership development. Plus, build community by joining one of our Colleague Resource Groups and make a difference through our volunteer opportunities.

Some additional benefits we offer include:

• Merchandise discounts
• Performance-based incentives
• Annual merit review
• Employee Assistance Program with mental health counseling and legal/financial advice
• Tuition reimbursement

Access the full menu of benefits offerings here.

About Us

This is a great time to join Macy's! Whether you're helping a customer find the perfect gift, streamlining operations in one of our distribution centers, enhancing our online shopping experience, buying in-style and on-trend merchandise to outfit our customers, or designing a balloon for the Thanksgiving Day Parade, we offer unique opportunities to be part of some of the most memorable moments in people's lives.

Join us and help write the next chapter in our story - Apply Today!

This job description is not all-inclusive. Macy's, Inc. reserves the right to amend this job description at any time. Macy's, Inc. is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.

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