Senior IT Support & Site Operations Manager

Gap Inc; Fresno (CA); On-site; USD 105,000 - 137,000; Full time

Benefits offered by this job

Merchandise discount across brands

Competitive PTO

Volunteer hours

401(k) with company match

Employee stock purchase plan

Medical, dental, vision, life

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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

Skills

Leadership experience

IT support experience

Operational excellence

Stakeholder management

Strong communication

Job description

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.