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Desktop Support Manager

Company: Sephora
Location: Aberdeen
Posted on: September 16, 2021

Job Description:

As a Manager, Desktop for Distribution Centers you will be located at our Aberdeen, Maryland Distribution Center and will be responsible for leading a team of Level 2 support technicians located at five Distribution Centers across the United States acting as the primary liaison interfacing with both Level 1 support teams and Level 3 engineering teams. Reporting to the Senior Manager, Client Services & Support, you will be responsible for identifying, developing and implementing best practices and procedures across the teams. You must also be able to lead and coach technicians to provide exceptional support to the Distribution Center end users.

In addition, you will:

Manage a team which has members physically located in different DC locations across the United States.

Work closely with onsite DC Operations/Leadership teams and other remote IT teams to triage and resolve technical issues.

Prioritize the support activities of DC Operations to minimize business impact from IT system issues.

Create alternative methods of completing tasks, correcting user errors and system inconsistencies to improve the desktop teams functions.

Participate in hardware and software reviews and recommend purchases.

Maintain inventory of installed software and hardware, manage support contracts and software licensing and create policies and procedures for upgrades and disposal.

Work with hardware and software vendors to verify timely product delivery and ensure that new equipment is installed and ready to operate on schedule.

Project management of ongoing projects such as onboarding, offboarding, hardware refreshes, and software deployments.

Analyze and make recommendations for hardware and software standardization.

Periodic travel to other DC locations as well as corporate HQ

Manage vendor partners as needed

Be responsible for administrative tasks such as ordering and inventory management and documentation of processes and procedures.

Demonstrate our values of Passion for Client Service, Innovation, Expertise, Balance, Respect for All, Teamwork, and Initiative.

**The Lead also needs to be able to perform all of the standard responsibilities of a tier 2 technician:

Participate on a cross-functional team providing support to a primarily Windows based environment.

Provide end user support for Warehouse Management System software and escalate issues to Level 3 teams when needed.

Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority and nature.

Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment.

Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.

Document procedures, standards, best practices configurations, settings, installation sequences and back-out instructions.

Be able to routinely lift 35 lbs. (16 kg)

Position requires 60% walking as the team supports users in large facilities.

Youll love working here because:

The manifesto. The company believes in championing all beauty, living with courage, and standing fearlessly together to celebrate our differences. We will never stop building a community where diversity is expected, self-expression is honored, all are welcomed, and you are included. We belong to something beautiful.

The people. You will be surrounded by some of the most talented, supportive, smart, and kind leaders and teams people you can be proud to work with.

The product. Employees enjoy a product discount and receive free product (gratis) various times throughout the year. (Think your friends and family love you now? Just wait until you work here!)

The business. It feels good to win and the company is a leader in the retail industry, defining experiential retail with a digital focus and creating the most loved beauty community in the worldwith the awards and accolades to back it up.

The perks. Company offers comprehensive medical benefits, generous vacation/holiday time off, commuter benefits, and Summer Fridays (half-days every Friday between Memorial and Labor Day)and so much more.

Telecom experience desired

Ability to effectively present information and respond to questions from groups of managers, clients and customers.

Ability to work independently and collaboratively with diverse groups in a team environment using logic based troubleshooting skills.

Exceptional interpersonal skills, with a focus on listening and questioning skills.

Ability to effectively prioritize and execute tasks in a high-pressure environment.

Experience working in a team-oriented, collaborative environment.

Able to demonstrate progressive experience in the field of technical support.

Ability to be flexible and adapt / react to dynamic industry and rapid changes in information technology.

Self-motivated, proactive, independent and responsive; requires little supervisory attention.

Ability to maintain customer focus during difficult circumstances.

Ability to manage multiple priorities in a fast-paced environment.

Ability to lift and deploy IT equipment amongst multiple floors/buildings.
7+ years related experience required in technical support and customer service

2+ years in a Lead or Manager role

Solid knowledge of all current Windows 7, Windows 10, hardware.

Experience with enterprise wide OS/application refresh projects.

Experienced in supporting standard enterprise applications, such as Anti-virus/malware client, Microsoft Office/Outlook, VPN, etc.

Experience with virtualization technologies, virtual desktop, and thin clients.

Experience with enterprise drive encryption technologies such as Bitlocker/MBAM.

Experienced in supporting tablet and mobile devices in an enterprise setting.

Experience supporting Microsoft standard desktop applications including Word, Excel, PowerPoint, Exchange, Visio, and Outlook.

Experience supporting Active Directory and SCCM.

Keywords: Sephora, Baltimore , Desktop Support Manager, Other , Aberdeen, Maryland

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