Manager, IT Services - Distribution Centers

Crocs • Dayton, OH

3d • Hybrid

About The Position

The Manager, IT Services – Distribution Centers is part of Crocs, Inc.’s Global IT Support Team, supporting employees and contractors across corporate, retail, and distribution center environments. This role leads the Distribution Center IT Support teams in Ohio and Las Vegas and serves as a hands-on technical escalation point. The manager is also part of the Incident Management team and partners with other IT Support managers to provide leadership coverage across the organization as needed.

The role oversees day-to-day distribution center IT support, team development, service-level performance, escalation processes, support tools, and service delivery strategies. It collaborates with distribution center operations leaders, business stakeholders, and global IT Support leaders to align support with business needs and global standards. The position is aligned to the Collaborator work persona, with in-office requirements described as four days, and requires quarterly travel to the Las Vegas Distribution Center for one week.

Requirements

• Bachelor’s degree or equivalent experience in Information Technology, Computer Science, or a related field.
• At least 5 years of progressive IT support experience across corporate, retail, and/or distribution center environments.
• At least 2 years of direct people-management experience, including hiring, performance management, coaching, and career development.
• Experience leading multi-site, multi-shift support teams, including through Technical Leads.
• Ability to create urgency and accountability, meet service levels and KPIs, prioritize effectively, and make sound decisions in a fast-paced operational environment.
• Demonstrated ability to develop and execute service delivery strategies, drive process improvement, and communicate performance, risks, and outcomes clearly.
• Ability to influence and build trusted relationships with stakeholders at all levels, including senior IT leadership and business stakeholders.
• Strong working knowledge of ITSM/ITIL practices, including incident, problem, and change management.
• Experience using ITSM tools and metrics to improve service quality.
• Advanced knowledge of PC hardware, software, peripherals, networking technologies including VPN, VLAN, and Wi-Fi, and Active Directory.
• Ability to serve as a hands-on escalation point for complex technical issues.
• Ability to work a flexible schedule based on business needs, including mornings, evenings, weekends, and key business event days.
• Willingness to travel to the Las Vegas Distribution Center one week per quarter.

Nice To Haves

• Experience supporting distribution center or warehouse technologies, including warehouse management systems (WMS), RF/handheld scanners, label printers, and wireless infrastructure.

Responsibilities

• Manage daily operations of the Distribution Center IT Support teams, ensuring high-quality technical support and customer service.
• Plan staffing and coverage across multiple shifts and locations to maintain responsiveness and adapt to workflow demands.
• Lead, mentor, and develop team members, supporting professional development, certifications, training, and succession planning.
• Drive accountability to service levels and KPIs by analyzing trends and making operational adjustments.
• Establish quality assurance practices, including periodic ticket reviews and audits, to ensure service-standard compliance.
• Manage escalation procedures and communications among support staff, escalation teams, and stakeholders.
• Report Distribution Center IT performance, risks, challenges, and outcomes to senior IT leadership.
• Administer and optimize IT support tools and refine IT support policies and procedures.
• Build partnerships with Distribution Center operations leaders and business stakeholders, aligning support priorities with business needs.
• Develop and execute service delivery strategies to optimize support quality and efficiency across Distribution Center sites.
• Partner with global IT Support leaders to share best practices, align priorities, and promote adherence to global standards across AMER, ROW, and APAC Tier 1 and Tier 2 teams.
• Evolve support standards as technology and processes change.
• Manage the team's on-call rotation and serve as an after-hours escalation point.

Benefits

• Medical, dental, and vision coverage.
• Life and AD&D coverage.
• Short- and long-term disability coverage.
• Paid time off.
• Employee assistance.
• Participation in a 401(k) program with company match.
• Additional voluntary benefits.
• Eligibility to participate in a company incentive program.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager