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Senior Manager, ITSM & Service Desk (Remote)

April 30, 2026

Role Specific InformationJob DescriptionAbout the RoleYou will lead Kohl’s internal Service Management function and governance of our managed Service Desk that supports corporate employees, stores, and distribution centers. This role is accountable for predictable, high-quality ITSM execution across Incident, Change, Disaster Recovery and CMDB, while managing the day-to-day performance of an external managed service provider (MSP) delivering front-line Service Desk operations. The focus is not ticket intake/routing; it is about the operating model, process governance, transparency, reporting, and continuous improvement. This is a high-visibility leadership role driving the foundational quality of IT service delivery across our enterprise, supporting corporate, store, and distribution center environments.What You’ll DoTeam Leadership & Development<ul><li>You will lead a team of approximately 9 dedicated subject matter experts (SMEs) focused on driving service management maturity.</li></ul>ITSM Governance & Maturity<ul><li>Govern and mature Incident, Change, and Disaster Recovery practices, including standards, workflows, controls, roles, and operating cadence.</li><li>Establish strong governance over the Configuration Management Database (CMDB), ensuring data quality, completeness, and adherence to configuration standards to support accurate Incident and Change management processes.</li><li>Enhance consistency and predictability by optimizing processes, reducing friction and variance, and improving compliance and outcomes.</li><li>Govern ServiceNow as the system of record for these processes, collaborating with the platform team on workflow, reporting, data quality, and adoption.</li><li>Lead continuous improvement programs to measurably boost KPIs (cycle times, SLA attainment, repeat incidents, change success, auditability, DR outcomes).</li><li>Own the strategic definition, governance, and promotion of the IT Service Catalog, ensuring it is clearly documented, drives standardized request fulfillment, and acts as the foundation for effective ITSM reporting.</li><li>Act as the primary interface for ITSM processes during internal and external IT audits (e.g., SOX), ensuring that all controls related to Incident, Change, and Configuration Management are consistently compliant and well-documented.</li></ul>Operational Reporting & Partnerships<ul><li>Publish operational scorecard: Service Desk (CSAT, call/handle, abandonment, FCR), Incident SLAs, DR readiness, and operational excellence measures.</li><li>Partner with SRE, Infrastructure, Security, and product engineering to improve cross-team execution (change quality, incident hygiene, DR planning/testing).</li></ul>Managed Service Desk (MSP) Oversight<ul><li>Manage the MSP relationship for Service Desk delivery: enforce SLAs/KPIs, run performance reviews/QBRs, drive quality assurance expectations, and ensure corrective actions close.</li><li>Establish and govern the Knowledge Management (KM) strategy, ensuring accountability for the quality, maintenance, and utilization of knowledge articles by the Service Desk to maximize First Call Resolution (FCR) and CSAT, and by end-users to drive self-service adoption.</li><li>Drive the "shift-left" strategy, focusing on self-service adoption and automation opportunities to optimize Service Desk efficiency and measurably reduce ticket volume.</li></ul><h3>What success looks like</h3>Within the first 12-18 months, a successful candidate will have measurably achieved the following critical outcomes:<ul><li>Service Desk and ITSM performance is transparent, trusted, and improving month over month.</li><li>Improved SLA attainment and reduced variability across Incident/Change execution.</li><li>Higher Service Desk CSAT/FCR and lower abandonment/backlog (through MSP governance and QA).</li><li>Clear, tested DR posture with improving readiness scores and fewer surprises.</li><li>CMDB data quality, completeness, and governance are visibly maintained and support accurate decision-making for business processes.</li></ul>What Skills You HaveRequired qualifications<ul><li>8+ years in IT operations/service management with deep hands-on ITSM domain knowledge.</li><li>3+ years leading teams and/or leading through influence in complex enterprise environments.</li><li>Demonstrated experience governing an MSP-run Service Desk, including SLAs/KPIs, QA, performance management, and continuous improvement.</li><li>Strong knowledge of Incident, Change, and Disaster Recovery operating models.</li><li>Demonstrated ServiceNow experience, focused on ITSM process governance (workflows, reporting, and adoption).</li><li>Strong executive communication, operational analytics, and stakeholder management skills.</li></ul>Preferred qualifications<ul><li>Experience supporting a retail or high-volume environment (stores/field/distribution), specifically managing IT services during high-volume periods (peak/seasonal sensitivity).</li><li>ITIL certification (Foundation+).</li><li>Experience designing service scorecards, OLAs, and governance cadences that scale across many resolver teams.</li><li>Track record of taking “in place” ITSM processes to the next level (consistency, predictability, measurable KPI lift).</li></ul>Essential FunctionsThe requirements listed below are representative of functions you will be required to perform, however you may be required to perform additional functions. Kohl’s may revise this job description at any time. To perform this job successfully, you must be able to perform each essential function satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, absent undue hardship.<ul><li>Ability to perform the accountabilities listed in the “What You’ll Do” Section</li><li>Ability to comply with dress code requirements</li><li>Basic math and reading skills, legible handwriting, and basic computer operation</li><li>Ability to maintain prompt and regular attendance and meet scheduling requirements as set by the company</li><li>Ability to learn and comply with all company policies, procedures, standards and guidelines</li><li>Ability to give direction and to receive, understand and proactively respond to direction from leadership and other company personnel</li><li>Ability to work as part of a team and interact effectively and appropriately with others</li><li>Ability to maintain composure and work in a fast paced environment while accomplishing multiple tasks within established timeframes</li><li>Ability to satisfactorily complete company training programs</li><li>Ability to use a personal computer for tasks such as communicating, preparing reports, etc.</li><li>Ability to plan, prioritize and monitor activities across business units</li><li>Ability to complete or oversee the completion of assigned projects in a timely manner</li></ul>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...