Senior Manager, Technology Support Services

About the Team

The Stitch Fix End User Experience (EUX) team serves as the lifeblood of our organization.  This team provides dynamic end-user support, ensures a phenomenal customer journey from problem identification to resolution, and plays a pivotal role in IT operations success.  The EUX team serves as the first line of support across the Enterprise IT organization providing speedy and efficient resolution to common problems such as password resets, software installation and updates, hardware troubleshooting and repair requests, and remote troubleshooting of computer issues. Additionally, the EUX team provides onsite support to Stitch Fix headquarters and warehouse locations.

About the Role

As the Senior Manager, Technology Support Services, you will report directly to Stitch Fix’s Chief Information Security Officer and Head of Enterprise IT. You will lead, manage, and mentor the EUX team to ensure the delivery of efficient service and end-user focused solutions. You will act as an escalation point for major service desk issues, working closely with leadership to resolve critical incidents.You will meet regularly with Corporate HQ and Warehouse stakeholders to proactively identify, understand, and resolve technology resource and equipment constraints at each location. You will ensure adherence to SLAs, KPIs, and customer satisfaction metrics to drive a high performing support function. You will assist in the oversight and management of the EUX team’s budget.

You're excited about this opportunity because you will…

• 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.

We’re excited about you because…

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

Why you'll love working at Stitch Fix...

• We are a group of bright, kind people who are motivated by challenge. We value integrity, innovation and trust. You’ll bring these characteristics to life in everything you do at Stitch Fix.
• We cultivate a community of diverse perspectives— all voices are heard and valued.
• We are an innovative company and leverage our strengths in fashion and tech to disrupt the future of retail. 
• We win as a team, commit to our work, and celebrate grit together because we value strong relationships.
• We boldly create the future while keeping equity and sustainability at the center of all that we do. 
• We are the owners of our work and are energized by solving problems through a growth mindset lens. We think broadly and creatively through every situation to create meaningful impact.
• We offer comprehensive compensation packages and inclusive health and wellness benefits.