Manager, Technical Support

Join Gap Inc. in Fresno, CA (onsite) and help keep IT support running smoothly across distribution centers, contact centers, and corporate remote locations. This role leads site-level IT support operations while building a team of technicians and site leads focused on reliable service delivery, strong customer experiences, and continuous improvement.

Compensation: USD 105,000 - 136,500 per year. Employee pay varies based on qualifications, experience, skill level, competencies, and work location. Gap Inc. will meet minimum wage or the minimum of the pay range (whichever is higher) based on city, county, and state requirements.

How you’ll make an impact

• Lead, coach, and develop technicians and site leads by setting clear expectations, driving accountability, and supporting career growth and development
• Provide oversight and guidance to site leads managing day-to-day operations, ensuring alignment to service standards and priorities
• Own performance and outcomes of IT support operations for assigned sites to ensure consistent service delivery aligned to operational goals
• Drive operational excellence by standardizing processes, improving consistency, and increasing efficiency across sites
• Maintain a high standard of customer experience by ensuring consistent, high-quality interactions across all support channels
• Use service metrics, KPIs, and trend analysis to guide data-informed decisions and continuous improvement
• Identify recurring issues and drive problem management efforts to improve service reliability and reduce operational impact
• Serve as a primary IT partner to site leadership by aligning support priorities with business needs and operational goals
• Coordinate communication across sites during incidents, changes, and initiatives to ensure clarity and consistency
• 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
• Coordinate 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 as business needs change while staying aligned to organizational goals

What you bring

• 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 (such as distribution centers, contact centers, or similar)
• Demonstrated ability to drive performance, consistency, and continuous improvement across teams or multiple locations
• Strong business partnership skills, aligning 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

Benefits at Gap Inc.

• Merchandise discount: 50% off regular-priced merchandise at Old Navy, Gap, Banana Republic, and Athleta, and 30% off at Outlet for all employees
• Paid Time Off: one of the most competitive Paid Time Off plans in the industry*
• Volunteer time: up to five “on the clock” hours each month to volunteer at a charity of your choice*
• 401(k): extensive plan with company matching for contributions up to four percent of base pay*
• Employee Stock Purchase Plan*
• Insurance: medical, dental, vision, and life insurance*

*Benefits may be subject to eligibility requirements and plan terms.