Manager, Technical Support

Gap Inc.; Fresno (CA); Presencial; USD 105.000 - 137.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Merchandise discount across brands

Competitive PTO

Volunteer hours

401(k) with company match

Employee stock purchase plan

Medical, dental, vision, life

Descripción de la vacante

Gap Inc. is seeking an IT Site Operations Manager to lead and develop a distributed team supporting distribution centers, contact centers, and corporate locations.

You will ensure reliable IT services, drive cross-site alignment, and optimize incident, change, and service delivery processes. You will partner with business stakeholders to set priorities, manage escalations, and deliver continuous improvements in a fast-paced environment.

Formación

• Progressive leadership experience in IT support or site operations.
• Experience supporting complex, high-volume operational environments (e.g., distribution centers, contact centers, or similar).
• Demonstrated ability to drive performance, consistency, and continuous improvement across teams or multiple locations.
• Strong business partnership skills, with the ability to align IT support to operational needs and priorities.
• Experience navigating and resolving complex issues in fast-paced environments, including escalation and coordination across teams.
• Effective communication, problem-solving, and decision-making skills.

Responsabilidades

• Lead, coach, and develop a team of technicians and site leads, setting clear expectations, driving accountability, and supporting career growth and development
• Provide oversight and guidance to site leads responsible for day-to-day operations, ensuring alignment to service standards and priorities
• Build a high-performing, engaged team culture focused on ownership, responsiveness, and continuous improvement
• Own performance and outcomes of IT support operations for assigned sites, ensuring consistent service delivery and alignment to operational goals
• Drive Operational Excellence by standardizing processes, improving consistency, and increasing efficiency across sites
• Promote a high standard of Customer Experience by ensuring consistent, high-quality interactions across all support channels
• Use service metrics, KPIs, and trend analysis to drive data-informed decisions and continuous improvement in service delivery
• Identify recurring issues and drive problem management efforts to improve service reliability and reduce operational impact
• Partner with peer managers to align on service expectations and drive consistency in technician performance and engagement
• Serve as primary IT partner to site leadership, aligning support priorities with business needs and operational goals
• Build and maintain strong relationships with business partners across sites to ensure alignment and support operational priorities
• Coordinate communication across sites to ensure clarity and consistency during incidents, changes, and initiatives
• Act as an escalation point for complex technical and operational issues, ensuring timely resolution and clear stakeholder communication
• Ensure effective execution of service management processes, including incident, request, and change management, aligned to service expectations and performance standards
• Support coordination of major incidents, changes, and initiatives in partnership with infrastructure, network, and engineering teams
• Manage vendor relationships and hold partners accountable for service delivery outcomes and performance expectations
• Contribute to site technology planning, including lifecycle activities, operational readiness, and continuous improvement initiatives
• Adapt team and operational priorities to meet changing business needs while maintaining alignment with organizational goals

Conocimientos

Leadership experience

IT support experience

Operational excellence

Stakeholder management

Strong communication

Descripción del empleo

About Gap Inc

At Gap Inc., we create culture as much as we create clothes. Our ambition is to become a high-performing house of iconic American brands that shape culture.

Our portfolio—Old Navy, Gap, Banana Republic, and Athleta—each brings a distinct point of view to how we show up in the world and serve our customers.

Old Navy democratizes style with quality and value for all.

Gap champions originality through essential pieces that celebrate individuality.

Banana Republic is rooted in a spirit of discovery, creating modern pieces inspired by craftsmanship and travel.

Athleta champions the Power of She through confidence, strength, and movement.

We’re driven by a shared purpose: to bridge gaps—between people, perspectives, and possibilities—to create a better world.

We’re building a team that performs at a high level—people who think boldly, take ownership, and turn ideas into impact. If you’re ready to learn fast and help shape what’s next, you’ll fit right in.

About The Role

In this role, you will work in a dynamic, high paced environment focused on ensuring that our employees' end-to-end technology needs are met efficiently and effectively across distribution centers, contact centers, and corporate remote locations. Your goal is to enable business operations and employee productivity by delivering reliable, consistent, and high-quality IT support services. This role is responsible for managing site-level IT support operations while also driving cross-site alignment in Business Engagement, Operational Excellence, and Customer Experience. Responsibilities include managing a team of employees, overseeing service performance, serving as a point of escalation, and partnering with business and IT stakeholders to ensure effective service delivery, continuous improvement and experience optimization.

What you'll do

• Lead, coach, and develop a team of technicians and site leads, setting clear expectations, driving accountability, and supporting career growth and development
• Provide oversight and guidance to site leads responsible for day-to-day operations, ensuring alignment to service standards and priorities
• Build a high-performing, engaged team culture focused on ownership, responsiveness, and continuous improvement
• Own performance and outcomes of IT support operations for assigned sites, ensuring consistent service delivery and alignment to operational goals
• Drive Operational Excellence by standardizing processes, improving consistency, and increasing efficiency across sites
• Promote a high standard of Customer Experience by ensuring consistent, high-quality interactions across all support channels
• Use service metrics, KPIs, and trend analysis to drive data-informed decisions and continuous improvement in service delivery
• Identify recurring issues and drive problem management efforts to improve service reliability and reduce operational impact
• Partner with peer managers to align on service expectations and drive consistency in technician performance and engagement
• Serve as primary IT partner to site leadership, aligning support priorities with business needs and operational goals
• Build and maintain strong relationships with business partners across sites to ensure alignment and support operational priorities
• Coordinate communication across sites to ensure clarity and consistency during incidents, changes, and initiatives
• Act as an escalation point for complex technical and operational issues, ensuring timely resolution and clear stakeholder communication
• Ensure effective execution of service management processes, including incident, request, and change management, aligned to service expectations and performance standards
• Support coordination of major incidents, changes, and initiatives in partnership with infrastructure, network, and engineering teams
• Manage vendor relationships and hold partners accountable for service delivery outcomes and performance expectations
• Contribute to site technology planning, including lifecycle activities, operational readiness, and continuous improvement initiatives
• Adapt team and operational priorities to meet changing business needs while maintaining alignment with organizational goals

Who you are

• 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 (e.g., distribution centers, contact centers, or similar)
• Demonstrated ability to drive performance, consistency, and continuous improvement across teams or multiple locations
• Strong business partnership skills, with the ability to align IT support to operational needs and priorities
• Experience navigating and resolving complex issues in fast-paced environments, including escalation and coordination across teams
• Effective communication, problem-solving, and decision-making skills

Salary Range: $105,000.00 - $136,500.00

Employee pay will vary based on factors such as qualifications, experience, skill level, competencies and work location. We will meet minimum wage or minimum of the pay range (whichever is higher) based on city, county and state requirements.

Benefits at Gap Inc.

• Merchandise discount for our brands: 50% off regular-priced merchandise at Old Navy, Gap, Banana Republic and Athleta, and 30% off at Outlet for all employees.
• One of the most competitive Paid Time Off plans in the industry.*
• Employees can take up to five “on the clock” hours each month to volunteer at a charity of their choice.*
• Extensive 401(k) plan with company matching for contributions up to four percent of an employee’s base pay.*
• Employee stock purchase plan.*
• Medical, dental, vision and life insurance.*
• See more of the benefits we offer.
• For eligible employees

Gap Inc. is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are committed to recruiting, hiring, training and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status. We have received numerous awards for our long-held commitment to equality and will continue to foster a diverse and inclusive environment of belonging. In 2022, we were recognized by Forbes as one of the World's Best Employers and one of the Best Employers for Diversity.