Store & Workplace Support Tech Lead

Direct reporting to: KSA General Manager (KSA)

Functional reporting to: Tech Ops Manager – Infrastructure & Endpoints (Dubai)

Position Location: JEDDAH, KSA

At Sephora, beauty is about feeling seen, valued, and empowered, individually and collectively. It is connecting deeply with others, celebrating diversity and inclusivity, unlocking your potential and making a difference every day. Together, we belong to something beautiful.

Position Purpose:

The Store & Workplace Support Tech Lead is responsible for providing remote and in-field technology support for Sephora stores across the region, with strong experience across both store infrastructure, network connectivity, switches, access points, POS hardware, payment terminals, back-office equipment, and store-specific applications. The role supports store openings, renovations, hardware refreshes, incident resolution, preventive maintenance, asset tracking, vendor coordination, and business continuity activities. The Store & Workplace Support Tech Lead will work closely with the local IT teams in KSA and Dubai incl. external vendors, EME infra teams, and retail stakeholders in KSA to ensure stable, secure, and high-performing store technology operations.

You will excel and enjoy this position if you are ready to actively handle the following missions:

Store & Workplace Support Tech Lead – Leadership

• Technology leadership, building and coaching the KSA team
• Setting key team objectives and targets for stores and workplace technology
• Managing local Tech requirements and planning together deployments with team
• Aligning KSA team strategies with overall goals of the ME Tech management team
• Ensuring knowledge is spread across both workplace and Stores
• Holding regular checkpoints and team meetings between KSA and Dubai

Store & Workplace Support Tech Lead – Collaboration

• Have a good relationship/interpersonal, rigorous, and service oriented.
• Manage relationship with external vendors:

• • Responsible for HW expense management in accordance with the indirect purchasing policy and process.
  • Responsible for the negotiations with the vendors.
  • Responsible for HW stock management/business continuity/shortage management process.
  • Manage the relationship management with EME and LVMH team when it comes to EUX topics.

Store & Workplace Support Tech Lead – Organizational

• Follow all relevant IT policies, processes, and standard operating procedures so that work is carried out in a controlled and consistent manner, in line with LVMH group and Sephora global rules and policies.
• Set up dashboards, metrics and measure the QoS of external partners.
• Follow up the SLA/SLO and apply penalties when needed.

Store & Workplace Support Tech Lead – Operational

• Solid knowledge of store infrastructure, LAN/WAN connectivity, switching, wireless networks, access points, structured cabling, network troubleshooting, O365, Microsoft endpoint environments, basic security controls, and ITIL practices.
• Implement activities under close supervision.
• Escalate complex problems to the relevant person to ensure case/issue is closed efficiently and in a timely manner.
• Store and end-user remote and in-field support in a diverse environment covering store operations, back-office users, POS areas, Apple and Microsoft devices:
  • Analyze, install, and configure new computer system including cables, printers, access rights, mail configurations, operating system, other appropriate software, and hardware.
  • Working on escalated Incidents from the IT Service Desk, using Ivanti/WSO, monitor and upgrade existing workstations.
  • Assist and instruct on the use of computer equipment, software, and manuals.
  • Understand internal/external customer technologies and problem resolution techniques.
  • Listen to symptom descriptions, analyze problems, respond effectively and provide constructive feedback to the end user on problem resolution.
  • Provide end users 1st level support for all applications.
• Retail Stores Support:
  • Setup, support, and maintain all retail store technology, including POS terminals, payment devices, receipt printers, cash drawers, barcode scanners, handheld devices, back-office PCs, store printers, network racks, switches, routers, firewalls, access points, structured cabling, digital in-store tools, and basic store application support.
  • Work with the Technical Services, Network, Security, application, and vendor teams to troubleshoot store connectivity, POS availability, wireless coverage, VLAN/network configuration, server-related incidents, GPO-related issues, and business-critical outages.
  • Support store opening, closure, relocation, and renovation activities by preparing infrastructure requirements, validating network readiness, coordinating installation schedules, testing POS and store devices, and ensuring handover to operations.
  • Perform on-site validation of store technology environments, including network cabinet checks, access point placement, cabling quality, POS lane readiness, peripheral connectivity, and adherence to Sephora and LVMH technology standards.
• IT Asset Administration and Maintenance:
  • Perform routine tasks to maintain computer equipment's, their peripherals, and data backups.
  • Follow up on the daily performance of computer systems to verify correct operation and detect errors.
  • Configure, install, and test computer hardware, networking software and operating system software.
  • Recommend improvements or upgrade and prepare evaluations of software, hardware and troubleshoot problems.
  • Perform routine network start up and shutdown procedures and maintain control records.
  • Implement policies as set by Group IT to protect data, software, and hardware to local IT infrastructure.
  • Rely on instructions and pre-established guidelines to perform the functions of the job.
  • Participate in relevant projects and community activities as and when needed.

Do not hesitate to apply if you have:

• You have a proven track record in IT support or store technology operations, preferably within a retail, hospitality, or multi-site environment.
• Have 10+ years’ experience (including at least 3 Years in a Retail company).
• English & Arabic communication mandatory.
• Technology leadership, building and mentoring teams
• Have a strong understanding of retail store operations, POS environments, store networks, infrastructure dependencies, and how technology availability impacts client experience and business continuity.
• Be Self-starter, ability to take a topic and drive it to deliver business value.
• Ability to analyze, synthesize, be open to change.
• Have the capability to work as a reliable IT business partner, rather than just a technical support function and delight our end users.
• Have “Hands-on” and ability to operationally contribute to the success of the projects.
• Being problem solving oriented
• Have effective communication with various stakeholders at EME level, including IT and business.
• Be “end-users" and "service quality" oriented,
• Be comfortable with matrix organization,
• Have strong knowledge of procurement and purchasing processes in ME region (logistics, in particular export & import processes is a key advantage),

Here you will find: 

• Community, in which authenticity is embraced, and the strength of our differences fuels our collective spirit 

• Culture of empowerment, learning & growth, that offers you the tools, space and opportunity to learn, innovate and lead 

• Work that brings fulfillment. From delighting clients every day, to inspiring our industry at large, every action makes a difference 

Join us and belong to something beautiful