Desktop Support Manager
Posted on: September 16, 2021
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
Participate in hardware and software reviews and recommend
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
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
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
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
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
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
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
Exceptional interpersonal skills, with a focus on listening and
Ability to effectively prioritize and execute tasks in a
Experience working in a team-oriented, collaborative
Able to demonstrate progressive experience in the field of
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
Ability to manage multiple priorities in a fast-paced
Ability to lift and deploy IT equipment amongst multiple
7+ years related experience required in technical support and
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
Experienced in supporting standard enterprise applications, such as
Anti-virus/malware client, Microsoft Office/Outlook, VPN, etc.
Experience with virtualization technologies, virtual desktop, and
Experience with enterprise drive encryption technologies such as
Experienced in supporting tablet and mobile devices in an
Experience supporting Microsoft standard desktop applications
including Word, Excel, PowerPoint, Exchange, Visio, and
Experience supporting Active Directory and SCCM.
Keywords: Sephora, Baltimore , Desktop Support Manager, Other , Aberdeen, Maryland
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