Eastern DC Desktop Support Manager

Job ID: 256397
Location Name: Maryland Distribution Center
Address: 4622 Mercedes Drive, Maryland, MD 21017, United States (US)
Job Type: Full Time
Position Type: Regular
Job Function: Information Technology
Remote Eligible:Onsite

Company Overview:

At Sephora we inspire our customers, empower our teams, and help them become the best versions of themselves.  We create an environment where people are valued, and differences are celebrated. Every day, our teams across the world bring to life our purpose: to expand the way the world sees beauty by empowering the Extra Ordinary in each of us.  We are united by a common goal - to reimagine the future of beauty.

The Opportunity:

Our technology team works fast and smart. With San Francisco as our home, we take bringing new tech to market seriously, developing the latest in mobile technologies, scalable architecture, and the coolest in-store client experience. We love what we do and we have fun doing it. The Technology group is comprised of motivated self-starters and true team players that are absolutely integral to the growth of Sephora and our future success.

Your role at Sephora:

The Eastern Distribution Center (DC) Desktop Support Manager is responsible for leading a team of Level 2 support technicians located at three Distribution Centers in the Eastern United States.

The Manager’s role is to identify, develop and implement best practices and procedures across the teams.  The Manager must be able to provide coverage for an assigned shift in one DC, while leading the Eastern DC Desktop Support Team.  The Manager must possess technical expertise (see detailed requirements below) to coach team members to ensure exceptional support to DC end users. This role is one of the primary liaisons that interfaces with both Level 1 support teams and Level 3 engineering teams.

The Manager also has administrative responsibilities for the team including ordering new IT hardware and inventory management of all DC IT assets, as well as documentation of processes and procedures.  Lastly, the Manager is responsible to establish and maintain constructive business relationships with DC business partners and IT Technical teams.

Responsibilities:

• Manage a geographically diverse team with members physically located in different DC locations in the Eastern United States in a 24x7 environment
• Provide Desktop Support coverage for a designated shift.  Work closely with onsite DC Operations/Leadership teams and other remote IT teams to triage and resolve technical issues
• Meet regularly with DC Leadership (General Managers, Associate General Managers, Managers, Supervisors, HR Managers, etc…) to stay apprised of DC priorities, and opportunities for team and individual acknowledgement and/or improvement.
• Maintain inventory of installed software and hardware, manage support contracts and software licensing, and create policies and procedures for upgrades and disposal; Participate in hardware and software inventory reviews and recommend purchases
• Provide required status reports to IT Leadership and DC Leadership
• Coordinate with IT Technical teams and DC Leadership to schedule system maintenance and downtime events to minimize operational impact
• Provide technical guidance and compliance requirements to Eastern DC Desktop Support Technicians
• Project management of ongoing projects such as onboarding, offboarding, hardware refreshes, and software deployments
• Manage IT hardware and service providers
• Provide end user support for Warehouse Management System software and escalate issues to Level 3 teams when needed; Stay engaged in issues through resolution
• Diagnose and resolve problems associated with application software and operating systems
• Configure, deploy, maintain, troubleshoot, and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment

We're excited about you if you have:

• 7+ years related experience required in technical support and customer service
• 2+  years in a Lead or Manager role
• Strong communication skills and exceptional customer service orientation
• Detailed knowledge of Windows 10 and Windows 11
• Experienced in supporting standard enterprise applications
• Solid understanding of network principles required to assist with troubleshooting of network issues
• Experienced in support of RF scan guns, tablet, and mobile devices in an enterprise setting
• Ability to work independently and collaboratively with diverse groups in a team
• Experience supporting Microsoft standard desktop applications

The annual base salary range for this position is $114,930.00 - $141,900.00 The actual base salary offered depends on a variety of factors, which may include, as applicable, the applicant’s qualifications for the position; years of relevant experience; specific and unique skills; level of education attained; certifications or other professional licenses held; other legitimate, non-discriminatory business factors specific to the position; and the geographic location in which the applicant lives and/or from which they will perform the job.  Individuals employed in this position may also be eligible to earn bonuses.  Sephora offers a generous benefits package to full-time employees, which includes comprehensive health, dental and vision plans; a superior 401(k) plan, various paid time off programs; employee discount/perks; life insurance; disability insurance; flexible spending accounts; and an employee referral bonus program. This job will be posted for a minimum of 5 days.

While at Sephora, you’ll enjoy… 

• The people. You will be surrounded by some of the most talented leaders and teams – people you can be proud to work with.  
• The learning. We invest in training and developing our teams, and you will continue evolving and building your skills through personalized career plans.
• The culture. As a leading beauty retailer within the LVMH family, our reach is broad, and our impact is global. It is in our DNA to innovate and, at Sephora, all 40,000 passionate team members across 35 markets and 3,000+ stores, are united by a common goal - to reimagine the future of beauty.

You can unleash your creativity, because we’ve got disruptive spirit. You can learn and evolve, because we empower you to be your best. You can be yourself, because you are what sets us apart. This, is the future of beauty. Reimagine your future, at Sephora.

Sephora is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, ancestry, citizenship, gender, gender identity, sexual orientation, age, marital status, military/veteran status, or disability status. Sephora is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.

Sephora will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.