Senior Manager, Technology Support Services

Summary

Join Stitch Fix as the Senior Manager, Technology Support Services, reporting directly to the Chief Information Security Officer and Head of Enterprise IT. Lead and mentor the End User Experience (EUX) team, ensuring efficient service delivery and user-focused solutions. Act as an escalation point for major service desk issues and collaborate with stakeholders to resolve critical incidents. Develop and execute an IT service strategy aligned with business goals, driving continual service improvements and ITIL process adoption. Manage the EUX team's budget and foster a culture of continuous improvement and professional development. This role requires 7+ years of IT Service Delivery experience, including 5+ years in a managerial role leading a Service Desk team, a Bachelor's degree in a related field, and strong analytical and problem-solving skills.

Requirements

• Have 7+ years of IT Service Delivery experience, including at least 5 years in a managerial role leading a Service Desk team
• Have a Bachelor’s degree in Information Technology, Computer Science, or a related field
• Have a strong understanding of IT service management frameworks (e.g., ITIL) and best practices
• Have strong analytical and problem-solving skills with the ability to drive process improvements and efficiency
• Have experience working with ITSM tools to manage service requests, incidents, and reporting
• Have a proven ability to manage and lead high-performing teams in a dynamic environment, with a focus on employee engagement and professional growth
• Have outstanding communication skills and the ability to lead with empathy

Responsibilities

• Develop and execute an IT service strategy that aligns with the business’ goals, ensuring scalability, efficiency, and cost-effectiveness
• Own continual service improvements and ongoing process maturity through regular reviews of the process and tools, trend analysis, metrics reporting, and regular engagement with stakeholders
• Drive the adoption of ITIL processes and industry best practices to enhance service delivery, incident management, and operational support
• Manage and mentor the EUX team, fostering a culture of continuous improvement and professional development
• Drive a shift-left strategy, promoting the use of self-service portals, knowledge bases, and AI-driven chatbots to improve user experience
• Monitor performance metrics, analyze trends, and report on service delivery outcomes to senior leadership
• Lead, manage, and mentor the EUX team to ensure the delivery of efficient service and end-user focused solutions
• Act as an escalation point for major service desk issues, working closely with leadership to resolve critical incidents
• Meet regularly with Corporate HQ and Warehouse stakeholders to proactively identify, understand, and resolve technology resource and equipment constraints at each location
• Ensure adherence to SLAs, KPIs, and customer satisfaction metrics to drive a high performing support function
• Assist in the oversight and management of the EUX team’s budget

Benefits

• Competitive salary
• Benefits
• Equity
• New hire and ongoing grants of restricted stock units
• Medical, dental, vision, and other benefits