Senior Manager, Technology Support Services - Remote

Overview

As the Senior Manager, Technology Support Services at Stitch Fix, you will lead the End User Experience team to deliver efficient service and end-user focused solutions while ensuring adherence to SLAs and KPIs.

In Short

• Lead and manage the EUX team for efficient service delivery.
• Act as an escalation point for major service desk issues.
• Develop and execute an IT service strategy aligned with business goals.
• Drive continual service improvements and process maturity.
• Promote ITIL processes and best practices.
• Foster a culture of continuous improvement within the team.
• Monitor performance metrics and report outcomes to leadership.
• Manage the team’s budget and resources effectively.
• Engage with stakeholders to resolve technology constraints.
• Ensure high customer satisfaction metrics are met.

Requirements

• 7+ years of IT Service Delivery experience.
• 5 years in a managerial role leading a Service Desk team.
• Bachelor’s degree in IT, Computer Science, or related field.
• Strong understanding of IT service management frameworks (e.g., ITIL).
• Analytical and problem-solving skills.
• Experience with ITSM tools.
• Proven ability to lead high-performing teams.
• Outstanding communication skills.
• Ability to lead with empathy.

Benefits

• Comprehensive compensation packages.
• Inclusive health and wellness benefits.
• Equity options based on performance.
• Opportunities for professional development.
• Supportive company culture valuing diversity.
• Innovative work environment leveraging fashion and tech.
• Team-oriented atmosphere celebrating grit and collaboration.
• Focus on equity and sustainability in all operations.
• Engagement in community and problem-solving initiatives.
• Encouragement of a growth mindset.