Technical Lead - Specialized Deskside Support
San Francisco, CA

Job Description

The Technical Lead role is providing exceptional IT support to functions across Gap Inc. and ensuring that the technology needs of our internal customers are being addressed proactively with a primary focus on Executive level support across 3 campus locations. This position will require partnering with Gap Inc.'s Service Desk, and global GapTech teams to resolve technical and process related issues and ensuring that all issues and requests are resolved within the agreed service level objectives and whenever possible, exceed agreed upon SLO's. The Lead will provide clear and timely communications to the Specialty Support Team manager and Design Team customers, detailing resolution timelines.

This role also involves scheduled on-call after-hours support, as well as periodic off-site support, including meetings / conferences, and home visits. If issues cannot be resolved by the Technical Lead, they are responsible for engaging the appropriate Gap Tech teams, or vendors, in order to quickly and efficiently resolve outstanding issues.

The Technical Lead will develop close cross-functional relationships to understand the basic technical aspects of the tools they specialize in, and how our customers use them in their day-to-day work. The Technical Lead will provide training/resolution for the most common problems (such as physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus) through interactions at our Tech Bar, as well as individual sessions and workshops.

* Subject Matter Expert for support for Gap Inc. executives, and their specialized tools, across all brands and serves as immediate escalation point for technical operations, and process issues


* Develop strong support relationships with customers, and partner with key business contacts to proactively support all IT initiatives for their teams


* Manage successful onboarding of new hires across the campus, configure their systems, and ensure they have access to all the necessary tools for their role


* Partner with teams across GapTech, and Gap Inc. to troubleshoot/resolve issues impacting customer's systems, and tools, and drive resolutions to issues and manage relationships with vendors who service the software tools, and hardware that our customers use in their daily work


* Work closely with leaders from all brands to gain a strong understanding of their technical needs, and offer sound solutions that present opportunities to mitigate issues, and provide efficiency in the way they work


* Provide off-hours support during busy periods when the business has aggressive deadlines, and on-call support on a scheduled rotation to ensure team is available 24/7 for support


* Continually analyze quantitative and qualitative data, evaluate opportunities to improve existing processes, and drive initiatives to improve our technical and service delivery to our customers


* 5 years of IT services and support experience gained in a large enterprise organization, preferably in the retail industry and educated to degree level in a relevant discipline, or an equivalent combination of education, training, and experience


* Proven experience in providing 1st / 2nd line IT support - previous executive support experience desired


* Ability to effectively manage projects and balance multiple priorities in a fast-paced environment and displays proactive engagement, deadline oriented, and high sense of urgency


* Proven ability in analyzing technical problems or process opportunities and recommending sound, creative, logical solutions


* Dynamic team player, with strong interpersonal and relationship-building skillset with strong written, and verbal communication skills; ability to articulate point of view


* High professional standards: excellent customer service skills; possess a positive "can-do" attitude


* Technical expertise with troubleshooting MS Windows / Mac OS, Office Suite, Outlook, Teams, Box, OneDrive, mobile devices, and video conference support