Store & Workplace Support Tech Lead

Sephora; Jeddah; On-site; SAR 300,000 - 540,000; Full time

Job summary

Sephora in Jeddah, KSA seeks a Store & Workplace Support Tech Lead to provide remote and in-field technology support for Sephora stores across the region. The role partners with local IT teams in KSA and Dubai to ensure stable, secure, high-performing store technology operations.

You will lead store infrastructure projects, manage vendor relationships, and drive business continuity while aligning with ME Tech management. English and Arabic fluency is required.

Qualifications

• Proven track record in IT support or store tech operations.
• 10+ years IT experience including retail.
• Fluent in English and Arabic.
• Demonstrated technology leadership and mentoring.
• Strong understanding of retail store operations and POS.
• Ability to partner with IT and business stakeholders.

Responsibilities

• Provide remote and in-field technology support for Sephora stores regionally.
• Lead and coach the KSA IT team, align with ME Tech goals.
• Manage vendor relationships and HW stock per policy.
• Ensure adherence to IT policies and SLA/SLO with partners.
• Oversee store infrastructure, POS, network, and devices.
• Handle incident escalation and service quality improvements.

Skills

IT support track record

10+ years experience

English Arabic bilingual

Tech leadership

Retail ops knowledge

Self-starter

Analytical thinking

IT business partner

Hands-on

Problem solving

Stakeholder comms

Service quality orientation

Procurement knowledge

Job description

Direct reporting to KSA General Manager

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 respond effectively and provide constructive feedback to the end user on problem resolution Provide end users 1st level support for all applications

Retail Stores Support

Setup support and maintain all retail store technology including POS terminals payment devices receipt printers cash drawers barcode scanners handheld devices back-office PCs store printers network racks switches routers firewalls access points structured cabling digital in-store tools and basic store application support Work with the Technical Services Network Security application and vendor teams to troubleshoot store connectivity POS availability wireless coverage VLAN network configuration server-related incidents GPO-related issues and business-critical outages Support store opening closure relocation and renovation activities by preparing infrastructure requirements validating network readiness coordinating installation schedules testing POS and store devices and ensuring handover to operations Perform on-site validation of store technology environments including network cabinet checks access point placement cabling quality POS lane readiness peripheral connectivity and adherence to Sephora and LVMH technology standards

IT Asset Administration and Maintenance

Perform routine tasks to maintain computer equipment s and their peripherals and data backups Follow up on the daily performance of computer systems to verify correct operation and detect errors Configure install and test computer hardware networking software and operating system software Recommend improvements or upgrade and prepare evaluations of software hardware and troubleshoot problems Perform routine network start up and shutdown procedures and maintain control records Implement policies as set by Group IT to protect data software and hardware to local IT infrastructure Rely on instructions and pre-established guidelines to perform the functions of the job Participate in relevant projects and community activities as and when needed

Qualifications

• You have a proven track record in IT support or store technology operations, preferably within a retail, hospitality, or multi-site environment.
• Have 10+ years experience (including at least 3 Years in a Retail company).
• English & Arabic communication mandatory.
• Technology leadership, building and mentoring teams.
• Have a strong understanding of retail store operations, POS environments, store networks, infrastructure dependencies, and how technology availability impacts client experience and business continuity.
• Be Self-starter, ability to take a topic and drive it to deliver business value.
• Ability to analyze, synthesize, be open to change.
• Have the capability to work as a reliable IT business partner, rather than just a technical support function and delight our end users.
• Have Hands-on and ability to operationally contribute to the success of the projects.
• Being problem solving oriented.
• Have effective communication with various stakeholders at EME level, including IT and business.
• Be "end-users" and "service quality" oriented, Be comfortable with matrix organization, Have strong knowledge of procurement and purchasing processes in ME region (logistics, in particular export & import processes is a key advantage)