{"id":3721721,"url":"https://alion.io/job/gap-inc-manager-technical-support","title":"Manager, Technical Support","company":{"id":12256,"name":"Gap Inc","domain":"gapinc.com","url":"https://alion.io/company/gap","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":76,"open_postings":32,"ghost_share":0,"stale_share":0.969,"repost_share":0,"time_to_fill_p50_days":27,"computed_at":"2026-11-06T05:58:05Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-03T00:00:00Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-07T02:39:52Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"About the Role\nIn 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.\nWhat You'll Do\nLead, coach, and develop a team of technicians and site leads, setting clear expectations, driving accountability, and supporting career growth and development\nProvide oversight and guidance to site leads responsible for day-to-day operations, ensuring alignment to service standards and priorities\nBuild a high-performing, engaged team culture focused on ownership, responsiveness, and continuous improvement\nOwn performance and outcomes of IT support operations for assigned sites, ensuring consistent service delivery and alignment to operational goals\nDrive Operational Excellence by standardizing processes, improving consistency, and increasing efficiency across sites\nPromote a high standard of Customer Experience by ensuring consistent, high-quality interactions across all support channels\nUse service metrics, KPIs, and trend analysis to drive data-informed decisions and continuous improvement in service delivery\nIdentify recurring issues and drive problem management efforts to improve service reliability and reduce operational impact\nPartner with peer managers to align on service expectations and drive consistency in technician performance and engagement\nServe as primary IT partner to site leadership, aligning support priorities with business needs and operational goals\nBuild and maintain strong relationships with business partners across sites to ensure alignment and support operational priorities\nCoordinate communication across sites to ensure clarity and consistency during incidents, changes, and initiatives\nAct as an escalation point for complex technical and operational issues, ensuring timely resolution and clear stakeholder communication\nEnsure effective execution of service management processes, including incident, request, and change management, aligned to service expectations and performance standards\nSupport coordination of major incidents, changes, and initiatives in partnership with infrastructure, network, and engineering teams\nManage vendor relationships and hold partners accountable for service delivery outcomes and performance expectations\nContribute to site technology planning, including lifecycle activities, operational readiness, and continuous improvement initiatives\nAdapt team and operational priorities to meet changing business needs while maintaining alignment with organizational goals\nWho You Are\nProgressive leadership experience in IT support or site operations, with a focus on developing teams and leading through others\nExperience supporting complex, high-volume operational environments (e.g., distribution centers, contact centers, or similar)\nDemonstrated ability to drive performance, consistency, and continuous improvement across teams or multiple locations\nStrong business partnership skills, with the ability to align IT support to operational needs and priorities\nExperience navigating and resolving complex issues in fast-paced environments, including escalation and coordination across teams\nEffective communication, problem-solving, and decision-making skills","description_format":"text","description_chars":3905,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Commerce","Consumer Goods","Retail & Shop Systems","Apparel & Fashion Brands"],"lifecycle":[{"event":"open","at":"2026-11-04T02:55:43Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 61 · green card filings: 19","filings_12m":61,"filings_prev_12m":112,"green_card_filings_12m":19,"median_offered_wage_usd":170188,"route":null,"cap_exempt":false,"checked_at":"2026-11-06T22:30:08+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":3,"expected_fill_days":27,"reasons":["conf:4","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-11-06T05:58:05Z"},"pay":null,"html_url":"https://alion.io/job/gap-inc-manager-technical-support","json_url":"https://alion.io/job/gap-inc-manager-technical-support.json","meta":{"generated_at":"2026-11-07T03:29:31Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8430,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-08T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":12256},"rest":"https://alion.io/mcp/rest/get_company?id=12256"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgap-inc-manager-technical-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgap-inc-manager-technical-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgap-inc-manager-technical-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/gap-inc-manager-technical-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgap-inc-manager-technical-support"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3721721}},{"tool":"search_jobs","arguments":{"company":"gapinc.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3721721},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}