Manager, Technical Support

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