Store & Workplace Support Tech Lead

Position purpose and location

Leadership and collaboration

• Build and coach the KSA team, set technology objectives, plan deployments, and align local strategy with regional technology goals.
• Promote knowledge sharing and hold regular checkpoints and team meetings between KSA and Dubai.
• Manage vendor relationships, hardware expenses, negotiations, stock, shortages, and business continuity processes.
• Coordinate EUX topics with EME and LVMH teams and work with relevant technology and retail stakeholders.

Governance and service quality

• Follow IT policies, processes, and standard procedures in line with LVMH and Sephora rules.
• Set up dashboards and metrics to measure external partner quality, follow SLA/SLO performance, and apply penalties when needed.

End-user and store technology support

• Provide remote and in-field support for end users, stores, back-office users, POS areas, and Apple and Microsoft devices.
• Install, configure, monitor, and upgrade computers, peripherals, software, operating systems, access rights, and mail configurations.
• Resolve service desk escalations, provide first-level application support, assist users with equipment and software, and escalate complex problems.
• Set up and maintain POS terminals, payment devices, printers, cash drawers, scanners, handheld devices, back-office PCs, network equipment, cabling, digital tools, and basic store applications.
• Work with specialist teams and vendors to troubleshoot connectivity, POS availability, wireless coverage, VLANs, server incidents, GPO issues, and business-critical outages.

Store projects and asset maintenance

• Support store openings, closures, relocations, and renovations by preparing infrastructure, coordinating installations, testing devices, and handing over to operations.
• Validate network cabinets, access point placement, cabling quality, POS readiness, peripheral connectivity, and adherence to company standards on site.
• Maintain equipment, peripherals, backups, system performance, network records, and hardware and software configurations.
• Implement group IT protections for data, software, and hardware and participate in relevant projects and community activities.

Experience and capabilities

• 10+ years of experience, including at least 3 years in a retail company.
• Proven experience in IT support or store technology operations; retail, hospitality, or multi-site experience is preferred.
• English and Arabic communication are mandatory.
• Strong understanding of retail operations, POS environments, store networks, infrastructure dependencies, and business continuity.
• Technology leadership experience, including building and mentoring teams.
• Knowledge of procurement and purchasing processes in the Middle East; export and import logistics is an advantage.
• The role calls for hands-on contribution, problem solving, stakeholder communication, service orientation, adaptability, and comfort with a matrix organization.

Technology knowledge

• The description identifies store infrastructure, LAN/WAN, switching, wireless networks, access points, structured cabling, network troubleshooting, O365, Microsoft endpoint environments, basic security controls, and ITIL practices.

Workplace and culture

• Sephora describes a culture of inclusion, empowerment, learning, and growth.

About Sephora