IT Manager - Endpoint & End User Technology Services

Job Description

IT Manager - Endpoint & End User Technology Services

This position is hybrid working from our Legacy West Support Center located in Plano, Texas

About Sally Beauty Holdings, Inc.

At SBH, our purpose is to inspire a more colorful, confident, and welcoming world. We are the leader in professional hair color, selling and distributing professional beauty supplies across 11 countries through our Sally Beauty and Beauty Systems Group businesses. Sally Beauty offers products for hair color, hair care, nails, and skin care to retail customers looking for salon quality products at a value price.

Beauty Systems Group, branded as Cosmo Prof or Armstrong McCall stores, along with its direct sales consultants, sell professionally branded products intended for use and resale by salons to retail consumers.

About the role

The IT Manager, End User Computing & Device Management is a strategic and hands-on leader responsible for the stability, reliability, security, lifecycle management, and continuous improvement of SBH end-user technology services. This role leads daily operations and long-range planning for corporate, retail, distribution center, and field endpoint environments, including desktops, laptops, Mac devices, iPads, mobile phones, handheld/RF devices, printers, collaboration tools, and related support platforms.

The position manages technical teams and service partners responsible for endpoint support, mobility operations, device management, service delivery, asset management, incident response, change execution, and vendor coordination. The role is accountable for

ensuring operational performance, customer experience, security compliance, project execution, financial stewardship, and alignment to business priorities.

This leader is expected to champion ITSM discipline, use data to drive performance, influence cross-functional decisions, mentor and develop associates, and bring forward modern solutions, including responsible use of artificial intelligence and automation, to improve operational efficiency, knowledge management, reporting, device fleet insight, self-service, and service quality.

Responsibilities

1. End User Computing & Mobility Operations Management

Oversee day-to-day operations for EUC, mobility, endpoint support, and related IT services across corporate offices, stores, distribution centers, field users, and remote work environments.

Ensure endpoint services are reliable, secure, supportable, and aligned to business needs, service level expectations, contractual obligations, and customer experience goals.

Serve as an escalation leader for high-impact incidents affecting end-user technology, mobility services, device connectivity, endpoint access, application usability, and service availability.

Coordinate operational delivery across internal IT teams, Managed Service Providers (MSPs), vendors, security, networking, infrastructure, service desk, and business stakeholders.

Drive root-cause analysis, preventive action, and continuous improvement for recurring incidents, systemic failures, performance trends, and gaps in operational execution.

2. Device Management, Endpoint Platforms & Lifecycle Strategy

Own the operational strategy and lifecycle roadmap for assigned endpoint and mobile device fleets, including refresh planning, standardization, configuration management, OS readiness, patching, inventory accuracy, and end-of-life planning.

Lead device management practices across Windows, macOS, iOS/iPadOS, Android, and specialized handheld/RF environments using modern management tools and governance standards.

Oversee endpoint platform capabilities such as Microsoft Configuration Manager/SCCM, Intune, Ivanti Neurons, JAMF, SOTI, Apple Business Manager, Entra , mobile device

management, software deployment, imaging, zero-touch provisioning, and device compliance reporting.

Partner with business teams to plan and execute hardware refreshes, store technology deployments, mobility upgrades, kitting, shipping, returns, recycling, warranty support, break/fix processes, and asset recovery.

Develop repeatable standards for endpoint build, enrollment, configuration, security baselines, application deployment, documentation, testing, and production readiness.

3. ITSM, Incident, Problem, Change & Operational Governance

Champion ITSM across the IT organization by improving how support requests, incidents, problems, changes, knowledge articles, and service delivery processes are logged, routed, prioritized, tracked, measured, and resolved.

Establish and maintain operating practices that improve service quality, reduce ticket aging, increase first-contact resolution, strengthen communication, and create measurable accountability.

Lead or contribute to change management, CAB readiness, release planning, deployment validation, risk review, backout planning, and post-implementation review for endpoint and mobility changes.

Ensure operational processes support audit readiness, security requirements, software compliance, asset…