TJX Companies

At TJX Companies, every day brings new opportunities for growth, exploration, and achievement. You’ll be part of our vibrant team that embraces diversity, fosters collaboration, and prioritizes your development. Whether you’re working in our four global Home Offices, Distribution Centers or Retail Stores—TJ Maxx, Marshalls, Homegoods, Homesense, Sierra, Winners, and TK Maxx, you’ll find abundant opportunities to learn, thrive, and make an impact. Come join our TJX family—a Fortune 100 company and the world’s leading off-price retailer. 

Job Description:

Manager of Technology, End User Services

What you’ll discover

Inclusive culture and career growth opportunitiesGlobal IT Organization which collaborates across U.S., Canada, Europe and Australia, click here to learn moreChallenging, collaborative, and team-based environment

What you’ll do

The Infrastructure and Operations (I&O) organization embodies the hub of lifecycle engineering at TJX, delivering, maintaining, and optimizing our technology portfolio at cloud scale. We are a service-oriented team aimed at providing extraordinary experiences to thousands of TJX associates, business partners, and application delivery teams across the portfolio.

We are seeking a highly skilled and experienced Manager of End User Services, with a strong background in operations and people management, to oversee a few support areas for our business functions, including acting as the regional lead for our onsite support delivery across our corporate locations, leading our software packaging and deployment teams etc. This role is ideal for someone who has led enterprise-scale endpoint modernization, understands the tooling behind automation and user experience telemetry, and can drive measurable improvements in service delivery through both strategic oversight and technical credibility. This senior-level position will be responsible for managing third-party vendors, ensuring they meet contractual agreements, and driving continuous improvement in our support services.  

Key Responsibilities:

Executive & Onsite Support Leadership: Lead deskside and executive elevated support teams across corporate offices, ensuring responsive, high-quality technical assistance for hardware, software, and connectivity issues.Modern Endpoint Management & Deployment: Oversee software packaging and deployment strategy, including Autopilot and Intune/MECM governance. Guide the team in streamlining device provisioning, patching, and compliance readiness.Experience Monitoring & Automation: Operationalize Nexthink to proactively detect and remediate user experience issues. Drive automation initiatives using PowerShell, Power Automate, or similar tools to reduce manual effort and improve resolution times.Vendor Oversight & Value Optimization: Manage third-party support vendors with a focus on performance metrics, SLA adherence, and continuous value delivery. Ensure vendor alignment with internal engineering and support goals.Own continual service improvements and ongoing process maturity through regular reviews of the process and tools, trend analysis, metrics reporting, and regular engagement with stakeholders.Drive a shift-left strategy, promoting the use of self-service portals, knowledge bases, and AI-driven chatbots to improve user experience.Act as a strong customer advocate, collaborating with product engineering teams to address feedback and improve product offeringsCoordinate with third-party vendors to ensure they meet contractual agreements and deliver high-quality services.Manage the budget for the End User Services functions, focusing on cost reduction and efficient use of resources.Drive the adoption of ITIL processes and industry best practices to enhance service delivery, incident management, and operational support.Manage and mentor the EUS team, fostering a culture of continuous improvement and professional development.

What you’ll need

We seek creative, customer-focused individuals with a foundational knowledge and interest in IT and a mindset for continuous improvement. We rethink how software and infrastructure are delivered at cloud scale, and work closely with other teams to improve key services.

Bachelor's degree in Information Technology, Computer Science, or a related field.Deep familiarity with Microsoft Intune, MECM/SCCM, Autopilot, and modern device management.Experience deploying and operationalizing Nexthink or similar experience monitoring platforms.Strong understanding of automation tools (e.g., PowerShell, Power Automate) and scripting practices.Proven ability to manage third-party vendors and drive measurable service improvements.Minimum of 12 years of experience in IT support or a related field, with at least 5 years in a managerial role.Minimum of 5 years of experience managing third-party service providersStrong leadership and team management skills.Excellent communication and interpersonal skills.Experience with incident management and IT service management (ITSM) tools.Experience in working with ServiceNow is a plus.Strong analytical and problem-solving skills.Team management and organization skills; ability to lead, coach and mentorBenefits include Associate discount; 401(k) match; medical/dental/vision; HSA; health care FSA; life insurance; short/long-term disability; paid holidays/vacation /sick/bereavement/parental leave; EAP; incentive programs for management; auto/home insurance discounts; tuition reimbursement; scholarship program; adoption/surrogacy assistance; smoking cessation; child care/cell phone discounts; pet/legal insurance; credit union; referral bonuses. All benefits are subject to applicable plan or program terms (including eligibility terms) and may change from time to time. Contact your TJX representative for more information.In addition to our open door policy and supportive work environment, we also strive to provide a competitive salary and benefits package. TJX considers all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status, or based on any individual's status in any group or class protected by applicable federal, state, or local law. TJX also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

Address:

770 Cochituate Rd

Location:

USA Home Office Framingham MA 770 Cochituate Rd

This position has a starting salary range of $138,400.00 to $179,900.00 per year. Actual starting pay is determined by a number of factors, including relevant skills, qualifications, and experience. This position is eligible for an annual incentive as well as long-term incentives.