Gap

12 years ago

TECHNICAL SUPPORT MANAGER, STORES IT 2ND LEVEL

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Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

Oversee the Stores IT 2nd level support team responsible for 24x7 support across store systems. lead and mentor optimization efforts, manage SLAs, vendor relationships, and on-call coverage (roughly 10% travel to the Bay Area). Collaborate with 1st level and IT business partners to ensure quality service, proactive problem management, and scalable processes.

Location: United States

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Manage a team of support analysts providing 24x7 support for multiple store systems and prioritize work.
•Manage 2nd Level resources including inquiries, projects, admin work and leave.
•Partner with 1st Level to improve knowledge, issue management, and service delivery.
•Develop and manage service level agreements and compliance; drive knowledge transition.
•Drive escalated customer and vendor issues; lead on-call rotation and Bay Area travel (~10%).

Travel: Low travel

Key Requirements

•Bachelor Degree in a technical field or equivalent work experience.
•At least 5 years of experience in a technical helpdesk environment.
•Minimum of 2 years of experience in managing/leading others.
•3 years of experience in supporting large scale enterprise applications.
•Experience in Linux systems and script development; Oracle and SQL Databases; ITIL/ Lean Six Sigma knowledge

Experience:5+ yearsRetail

Education:Bachelor's

Skills:LeadershipCommunicationProblem-solvingInterpersonal skillsTime management

Languages:English

Tech Stack:UNIXSolarisRed Hat LinuxWindowsPuttyTOADMQJ ExplorerRemote DesktopWinSCPCC++JavaHTMLXMLBashPearlServletsJSPsEJBsJDBC

Company Brief

Gap

Operate global apparel and accessories brands, including Gap, Banana Republic, Old Navy, and Athleta, designing, sourcing, marketing and retailing clothing across physical stores and e-commerce platforms.

Industry: Fashion & Apparel

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 1969

Glassdoor: 3.6

Website LinkedIn Glassdoor

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Gap