Manager, Technical Support

Gap Inc.

4d

About The Position

The Manager, Technical Support oversees site-level IT support operations and drives cross-site alignment in Business Engagement, Operational Excellence, and Customer Experience. The role ensures employees’ end-to-end technology needs are met efficiently and effectively across distribution centers, contact centers, and corporate remote locations, enabling business operations and employee productivity through reliable, consistent, high-quality IT support services.

The manager leads and develops technicians and site leads, owns service performance and operational outcomes for assigned sites, serves as an escalation point, and partners with business and IT stakeholders. The position focuses on consistent service delivery, effective service management, operational improvement, and optimizing the employee support experience.

Requirements

• Progressive leadership experience in IT support or site operations, with a focus on developing teams and leading through others.
• Experience supporting complex, high-volume operational environments, such as distribution centers, contact centers, or similar settings.
• Demonstrated ability to drive performance, consistency, and continuous improvement across teams or multiple locations.
• Strong business partnership skills and ability to align IT support with operational needs and priorities.
• Experience navigating and resolving complex issues in fast-paced environments, including escalation and cross-team coordination.
• Effective communication, problem-solving, and decision-making skills.

Responsibilities

• Lead, coach, and develop technicians and site leads, setting expectations, driving accountability, and supporting career growth.
• Oversee site leads’ day-to-day operations and ensure alignment with service standards and priorities.
• Build an engaged team culture focused on ownership, responsiveness, and continuous improvement.
• Own IT support operations performance and outcomes for assigned sites and align service delivery with operational goals.
• Standardize processes and improve consistency and efficiency across sites.
• Promote high-quality customer interactions across support channels.
• Use service metrics, KPIs, and trend analysis to guide decisions and improve service delivery.
• Identify recurring issues and lead problem management efforts to improve reliability and reduce operational impact.
• Partner with peer managers to align service expectations and promote consistent technician performance and engagement.
• Serve as the primary IT partner to site leadership and align support priorities with business needs and operational goals.
• Build relationships with business partners across sites and coordinate communications during incidents, changes, and initiatives.
• Escalate and coordinate resolution of complex technical and operational issues, communicating clearly with stakeholders.
• Ensure effective incident, request, and change management in line with service expectations and performance standards.
• Coordinate major incidents, changes, and initiatives with infrastructure, network, and engineering teams.
• Manage vendor relationships and hold partners accountable for service delivery and performance.
• Contribute to site technology planning, lifecycle activities, operational readiness, and continuous improvement initiatives.
• Adapt team and operational priorities to changing business needs while maintaining organizational alignment.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed