Job Description 

Information Technology at Abercrombie & Fitch is fundamental to designing, sourcing, developing, and delivering fashion-forward merchandise to our customers. We are committed to implementing new strategic and systematic approaches to generate dynamic technology solutions for our growing business. The Abercrombie Service Desk is a high energy, customer-oriented team providing technical support to each of Abercrombie’s core global business functions including corporate, distribution, and retail verticals in a 24x7x365 call center environment. The Service Desk Lead provides support through analysis and problem solving to facilitate the resolution of technology-related incidents for their assigned team. The Service Desk Leads engage with Abercrombie associates located throughout the world utilizing phone, email, chat, and remote communication technologies to provide service. Service Desk Leads provide coaching to junior associates regarding technical topics and work to ensure that shifts are effectively staffed.

This job is located at our Global Home Office in Columbus, Ohio.  

What Will You Be Doing? 

• Lead Tier 1 technical support activities of assigned workgroup for corporate, distribution, and retail associates including initial troubleshooting
• Demonstrate and serve as an example to junior agents the qualities representative of A&F’s unique culture with a strong appreciation for customer service, inclusiveness, and a casual hospitality
• Support retail operations by providing guidance to store associates
• Troubleshoot problems to resolution or escalate when necessary
• Document incidents, comments, and resolutions within the incident management system, utilizing available knowledge resources while identifying and calling attention to gaps in process and/or knowledge resources
• Coordinate the fulfillment activities of assigned workgroup in regards to hardware and software requests
• Maintain shift assignments for junior associates, handle scheduled and unscheduled absence requests
• Participate in on-call rotation to provide agents a 24x7 escalation point.
• All other projects and duties as assigned
• Maintains knowledge base documents 
• Performs quality assurance processes to ensure agents are performing to established quality standards 
• Monitors the effectiveness of ASD processes and procedures through QA and Knowledge resources

What Do You Need To Bring? 

• Excellent customer service skills and interest in developing leadership skills
• Hard working, reliable and dependable
• Ability to work within a team environment, sharing workload and responsibilities
• Quick to adapt and eager to learn
• Effective verbal, telephone, written and interpersonal communication skills
• Strong technical skills
• Capable of maintaining corporate and job-related confidential information
• Computer literate and working knowledge of operating systems (Windows/Mac), word processing (Microsoft Word), spreadsheet (Excel) and E-Mail (Notes) software applications required
• Familiarity with mobile device hardware and operating systems (iOS/Android)
• Minimum 2 years of experience in a customer service or leadership role
• BA/BS Degree Preferred

Our Company 

Abercrombie & Fitch Co. (A&F Co.) is a global retailer of five iconic, omnichannel lifestyle brands catering to the kid through millennial customer: Abercrombie & Fitch, abercrombie kids, Hollister, Gilly Hicks and Social Tourist. At A&F Co., we’re here for our associates, customers and communities on the journey to being and becoming who they are – and because no journey is the same, we strive to create an inclusive culture, where everyone is free to share ideas.  

Our Values 

We lead with purpose and always put our people first, which is evidenced by our Great Place to Work™ Certification, as well as being a 2021 recipient of Fortune’s Best Workplaces in Retail, and named a Best Place to Work for LGBTQ+ Equality by the Human Rights Campaign for 16 consecutive years. We’re proud to offer equitable compensation and benefits, [including flexibility and competitive Paid Time Off], as well as education and engagement events, including various Associate Resource Groups, volunteer opportunities and additional time off to give back to our global communities.  

What You'll Get

As an Abercrombie & Fitch Co. (A&F Co.) associate, you’ll be eligible to participate in a variety of benefit programs designed to fit you and your lifestyle. A&F is committed to providing simple, competitive, and comprehensive benefits that align with our Company’s culture and values, but most importantly – with you! We also provide competitive incentives to reward the commitment our associates have for moving our global business forward:  

• Incentive Bonus Program  
• Paid Time Off and Work From Anywhere Flexibility    
• Paid Volunteer Day per Year, allowing you to give back to your community 
• Merchandise Discount 
• Medical, Dental and Vision Insurance Available 
• Life and Disability Insurance 
• Associate Assistance Program 
• Paid Parental and Adoption Leave 
• Access to Carrot to support your unique parenthood journey 
• Access to Headspace dedicated to creating healthier, happier lives from the inside out 
• 401(K) Savings Plan with Company Match 
• Opportunities for Career Advancement, we believe in promoting from within 
• A Global Team of People Who'll Celebrate you for Being YOU 

ABERCROMBIE & FITCH CO. IS AN EQUAL OPPORTUNITY EMPLOYER