Manager, IT Services - Distribution Centers
Vandalia, OH, US, 45377
At Crocs, Inc., every career offers a chance to make a real impact. No two journeys look the same. And that's exactly how we like it. Whether you’re welcoming customers into our stores, collaborating with global teams at our headquarters, or keeping operations moving at our distribution centers, your impact is real and valued. At Crocs, Inc. you’re not expected to fit a mold. You’re encouraged to break it and create something better.
Overview
The Manager, IT Services – Distribution Centers for Crocs, Inc. is a member of the Global IT Support Team, supporting employees and contractors across corporate, retail, and distribution centers environments. This role leads our Distribution Center IT Support teams in Ohio and Las Vegas and serves as a hands-on technical escalation point for the teams. They are a member of the Incident Management team and partners with fellow IT Support managers to provide leadership coverage across the organization as needed.
What You'll Do
- Manage daily operations of the Distribution Center IT Support teams, ensuring a high level of technical support and customer service, and plan staffing and coverage across multiple shifts and locations to maintain responsiveness and adapt to varying workflow demands.
- Lead, mentor, and develop a team with varying levels of experience, fostering a culture of high performance and continuous improvement, and supporting professional development and career growth through certifications, training opportunities, and succession planning.
- Drive team accountability to service levels and key performance indicators (KPIs) by analyzing trends, implementing operational adjustments to improve efficiency and effectiveness, and establishing quality assurance practices, including periodic ticket reviews and audits, to ensure compliance with service standards.
- Manage escalation procedures and communication among support staff, escalation teams, and stakeholders, while regularly reporting on Distribution Center IT performance, risks, challenges, and outcomes to senior IT leadership.
- Administer and optimize IT support tools to ensure they are configured and used effectively to support the team and business and implement and refine IT support policies and procedures to improve quality of service.
- Build and maintain strong partnerships with Distribution Center operations leaders and business stakeholders, aligning IT support priorities with business needs, and develop and execute service delivery strategies that optimize support quality and efficiency across Distribution Center sites.
- Partner regularly, both in person and virtually, with global IT Support leaders to share best practices, align on priorities, and drive adherence to global standards across AMER, ROW and APAC Tier 1 & 2 teams, evolving support standards as technology and processes change.
What You'll Bring to the Table
- Bachelor’s degree or equivalent experience in Information Technology, Computer Science, or a related field.
- 5+ years of progressive IT support experience across corporate, retail, and/or distribution center environments, including at least 2 years of direct people management experience in hiring, performance management, coaching, and career development.
- Proven experience leading multi-site, multi-shift support teams, including through Technical Leads, with the ability to create urgency and accountability, meet service levels and KPIs, prioritize effectively, and make sound decisions in a fast-paced operational environment.
- Demonstrated ability to develop and execute service delivery strategies, drive process improvement, and clearly communicate performance, risks, and outcomes, while influencing and building trusted relationships with stakeholders at all levels, including senior IT leadership and business stakeholders.
- Strong working knowledge of ITSM/ITIL practices, including incident, problems, and change management, with experience using ITSM tools and metrics to improve service quality.
- Experience supporting distribution center or warehouse technologies, including warehouse management systems (WMS), RF/handheld scanners, label printers, and wireless infrastructure, preferred.
- Advanced IT knowledge of PC hardware, software, peripherals, networking technologies (VPN/VLAN/WIFI), and Active Directory, with the ability to serve as a hands-on escalation point for complex technical issues.
- Ability to work a flexible schedule based on business needs, including mornings, evenings, weekends, and key business event days, and to manage the team's on-call rotation and serve as an after-hours escalation point.
- Travel is required to our Las Vegas Distribution Center 1 week per quarter.
LI-Onsite
#LI-AF1
The Company is an Equal Opportunity Employer committed to a diverse and inclusive work environment. We accept applications on an ongoing basis.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability, or any other classification protected by law.
Title: Manager, IT Services - Distribution Centers
Salary or Pay Range: $90,000 - $100,000
Pay offered will vary based on job-related factors such as location, experience, training, skills, and abilities.
At Crocs, Inc. we believe in the power of a blend of in-person and virtual collaboration to drive creativity and strengthen relationships. Your participation in this flexible schedule plays a key role in building a connected and successful team. In-office requirements vary by our work personas: Resident (5 days), Collaborator (4 days), Connector (2-3 days), Explorer (fully remote). This role has been aligned to the Collaborator persona.
This organization participates in E-Verify.
This position is eligible to participate in a company incentive program.
This position is eligible for company benefits including but not limited to medical, dental, and vision coverage, life and AD&D, short and long-term disability coverage, paid time off, employee assistance, participation in a 401k program that includes company match, and many other additional voluntary benefits.
The application window is 45 days, but applicants are encouraged to apply as soon as possible after the posting date in order to ensure optimal consideration. The posting will be removed if the job is filled before the application window deadline.
Job Category: Corporate
Nearest Major Market: Dayton
Nearest Secondary Market: Cincinnati