IT Support Supervisor

IT Support Supervisor

ThredUp is transforming resale with technology and a mission to inspire the world to think secondhand first. By making it easy to buy and sell secondhand, ThredUp has become one of the world's largest online resale platforms for apparel, shoes and accessories. Sellers love ThredUp because we make it easy to clean out their closets and unlock value for themselves or for the charity of their choice while doing good for the planet. Buyers love shopping value, premium and luxury brands all in one place, at up to 90% off estimated retail price. Our proprietary operating platform is the foundation for our managed marketplace and consists of distributed processing infrastructure, proprietary software and systems and data science expertise. With ThredUp's Resale-as-a-Service, some of the world's leading brands and retailers are leveraging our platform to deliver customizable, scalable resale experiences to their customers. ThredUp has processed over 172 million unique secondhand items from 55,000 brands across 100 categories. By extending the life cycle of clothing, ThredUp is changing the way consumers shop and ushering in a more sustainable future for the fashion industry.

As the IT Support Supervisor, you will be the bridge between strategic IT project goals and daily technical operations. You will lead a high-performing team of support technicians to ensure the seamless delivery of technical services, while simultaneously overseeing the execution of IT projects. This role demands a blend of empathetic leadership, project management rigor, and advanced technical troubleshooting.

In the modern workplace, the IT Support Supervisor ensures technology is an accelerator, not a bottleneck. By combining the "boots-on-the-ground" responsiveness of support with the "forward-looking" structure of project management, you enable the organization to remain agile and secure.

In This Role You'll Get To:

Team Leadership & Personnel Management

• Supervision: Direct the daily activities of the DC IT Support team.
• Mentorship: Provide technical guidance and professional development coaching to foster a culture of continuous improvement.

IT Project Coordination & Execution

• Project Lifecycle: Lead small to mid-sized IT projects through all phases—research, scope definition, system integration, and change management.
• Deployment Management: Coordinate the installation, testing, and rollout of new hardware, software, and network facilities (e.g., system upgrades).
• Departmental Liaison: Partner with internal departments to ensure deliverables meet project standards and timelines.

Operational Excellence & Technical Support

• Service Delivery: Act as the escalation point for complex technical issues (Tier 2/3), ensuring prompt resolution of hardware, software, and network issues.
• Asset Management: Oversee the full lifecycle of IT assets, including procurement, tracking, maintenance, and decommissioning.
• Security & Compliance: Enforce policies and guidelines, manage user access rights, and ensure compliance with company standards.

Strategic Process Improvement

• Knowledge Management: Develop and maintain technical documentation and FAQs to enhance user productivity and team efficiency.
• Metric Analysis: Monitor and report on key performance indicators such as ticket resolution.

What We're Looking For:

• Experience: 4+ years in IT support with at least 1–2 years in a leadership or project coordination role.
• Technical Depth: Proficiency in Linux/Windows/macOS/iOS, Hardware (Laptop, PC, monitors, scanners, printers), Automation (PLC), Active Directory, Networking and photography.
• Leadership: Proven ability to mentor staff, resolve interpersonal conflicts, and manage workloads in high-pressure environments.
• Communication: Ability to translate complex technical jargon into clear, actionable instructions for non-technical stakeholders.

We believe diversity, inclusion and belonging is key for our team. At ThredUp, our mission has been built on extending the lives of millions of unique clothing items. Much like our inventory, we are proud to have fostered a workplace that is one-of-a-kind. As a company focused on diversity, inclusion and belonging, we are committed to ensuring our employees are comfortable bringing their authentic selves to work every day. A unique perspective is critical to solving complex problems and inspiring a new generation to think secondhand first. Be you.

This role is not eligible for visa sponsorship.

What We Offer:

• 4-day work week, with Fridays off
• Hybrid work environment: 3 days in the office and 1 day remote each week
• Competitive salary (we leverage market data)
• Many ThredUp employees also have the opportunity to own shares of ThredUp stock and are eligible for discretionary restricted stock unit awards
• Employee stock purchase plan
• Flexible PTO (take the time you need) + 13 company holidays
• Paid Sabbatical after 3 years of full time employment
• Generous paid parental leave for new mothers and fathers
• Medical, dental, vision, 401k, life and disability insurance offered
• We live by our Core Values of Transparency, SpeakingUP, Thinking Big, Infinite Learning, Influencing Outcomes & Seeking the Truth

We believe diversity, inclusion and belonging is key for our team. At ThredUp, our mission has been built on extending the lives of millions of unique clothing items. Much like our inventory, we are proud to have fostered a workplace that is one-of-a-kind. As a company focused on diversity, inclusion and belonging, we are committed to ensuring our employees are comfortable bringing their authentic selves to work every day. A unique perspective is critical to solving complex problems and inspiring a new generation to think secondhand first. Be you.

If you are a candidate with a disability and have a reasonable accommodation request for the job application process, please email View email address on click.appcast.io the specific details of your disability related accommodation request. This email address is reserved for candidates with disabilities only. General application inquiries will not receive a response.