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,…