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The Role
Manages site-level IT support operations across distribution centers, contact centers, and corporate locations. Leads technicians and site leads, owns service performance, drives process standardization and continuous improvement, manages escalations and major incidents, and partners with business and IT stakeholders. Uses service metrics and trend analysis to improve reliability, customer experience, and operational outcomes while managing vendor performance and supporting technology planning.
Summary Generated by Built In
About the RoleIn 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
Who You Are
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
Skills Required
- Progressive leadership experience in IT support or site operations
- Experience developing teams and leading through others
- Experience supporting complex, high-volume operational environments
- Demonstrated ability to drive performance, consistency, and continuous improvement across teams or multiple locations
- Strong business partnership skills aligning IT support with operational needs and priorities
- Experience resolving complex issues and coordinating escalations across teams
- Effective communication, problem-solving, and decision-making skills
Gap (gapinc.com). Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Gap (gapinc.com). and has not been reviewed or approved by Gap (gapinc.com)..
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Healthcare Strength — Comprehensive medical, dental, and vision coverage is offered, alongside programs that support physical, mental, and financial wellbeing. Feedback suggests eligible employees can also leverage tools like FSAs and additional wellbeing resources.
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Leave & Time Off Breadth — Paid time off, company-paid holidays, and multiple leave options (sick, disability, and family leave) create broad time-away coverage. Some roles start with substantial PTO accrual and can access flexible leave arrangements.
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Wellbeing & Lifestyle Benefits — A generous cross-brand merchandise discount is a standout perk, complemented by commuter benefits, on-the-clock volunteer hours, and matching donations. Feedback suggests these lifestyle benefits add meaningful value beyond base pay.
Gap (gapinc.com). Insights
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The Company
What We Do
In 1969, Don and Doris Fisher opened the first Gap store on Ocean Avenue in San Francisco. They wanted to make it easier to find a great pair of jeans, and they did. Their denim and records store was a hit, and it grew to become one of the world’s most iconic brands. Today we’re represented in more than 1400 stores in over 40 countries, and online. We have headquarters in New York, London, Shanghai, Tokyo, and, of course, San Francisco. Our unique aesthetic is optimistic cool, elevated American style. Our clothes are crafted with care, with focused attention to thoughtful design. We believe in staying true to our heritage while creating what’s next. Don and Doris Fisher always wanted to “do more than sell clothes.” They wanted to support the people who ran their company, to be active in their communities, and to have a positive impact on the world. Their vision helped transform retail, and we’re still following their lead. We stand for freedom and possibility for all; we champion diverse ideas that transcend generations, geographies and genders.
