IT Manager Service Desk, Hybrid - Ulta Beauty, Inc.

Live the experience. From professional empowerment to continual learning opportunities. From ongoing investment in new and emerging technologies to a career of self-determination. At Ulta Beauty, our tech team is critical to our scalability—and is recognized that way. We’ve been defined as a “mature start-up.” A place where interdepartmental exposure, open doors, and genuine collaboration is ubiquitous. Where challenges come fast and furious, requiring agility, mental dexterity, and creativity. Where our passion for better solutions drives us and is core to who we are.

We’re engineering for the future of retail, and it’s no-holds-barred. But for those motivated by continual change and ambiguity, by superior leadership, by whip smart colleagues who will press you daily for your very best, you’ll find that virtually nothing’s impossible at Ulta Beauty.

THE IMPACT YOU CAN HAVE:

The IT Manager IT Service Desk serves in a leadership position managing a team of IT Supervisors and IT Specialists responsible for level 1 technical support, answering phones, communicating with end users, initial triage remotely diagnosing hardware and software on end user devices and troubleshooting problems in a highly dynamic, fast paced and rewarding environment.

YOU'LL ACCOMPLISH ALL THESE GOALS BY:

• Customer Service Support: Creates and maintains policy, standards and procedures for the customer service functions. Responsible for day-to-day management and work allocation to meet agreed service levels. Specifies and applies standards. Ensures that tracking and monitoring of performance is carried out, metrics and reports are analyzed, and issues are resolved.  Assesses customer service function and collects performance data.  Contributes to the specification, development, research and evaluation of services standards. Applies these standards to resolve or escalate issues and gives technical briefings to staff members.
• Relationship Management: Facilitates open communication and discussion between stakeholders, acting as a single point of contact by developing, maintaining and working to stakeholder engagement strategies and plans. Negotiates with stakeholders at senior levels and ensures that organizational policy and strategies are adhered to.
• Quality Management: Leads the application of appropriate quality management techniques to identify continual service improvement opportunities. Coordinates systematic corrective action to reduce errors and improve the quality of the systems and services, by examination of the root causes of problems.
• Resourcing: Implements resource plans, including conducting recruitment interviews. Facilitates selection, assessment and on-boarding processes, and internal resource allocation.
• Performance Management: Supervises individuals by allocating routine tasks and/or project work. Provides direction, support, and guidance as necessary, in line with individuals’ skills and abilities. Monitors progress against agreed quality and performance criteria.
• Business Process Improvement - Analyzes business processes; identifies alternative solutions, documents feasibility, and recommends new approaches. Contributes to evaluating the factors which must be addressed in the change program. Helps establish requirements for the implementation of changes in the business process.

ADDITIONAL RESPONSIBILITIES:

• Resource management
• Determine staffing needs throughout the year.
• Set and post schedules.
• Monitor and report on team performance related to quality, SLA’s, KPI’s and metrics.
• Prioritizes and plans daily work activities.
• Design, implement, monitor, and report on feedback/surveys related to the IT Service Desk.
• Manage escalations from corporate and field management.
• Monitor, escalate, and update IT executives related to major business impacts.
• Manage and report on call management system SLA’s, KPI’s and metrics.
• Daily, Weekly, Monthly, Quarterly, and Annual reporting on incident SLA’s, KPI’s and metrics.
• Vendor management related SOWs, vendor score card, and participate in contract negotiation.
• Review and submit monthly and annual budget updates.
• Approve and reconcile purchase orders related to support activities.
• Identify opportunities and implement innovative solutions towards continual service improvement, leveraging automation and reducing manual efforts.

ESSENTIALS FOR SUCCESS: 

• Bachelor’s degree in computer science, CIS, or equivalent professional experience.
• 8+ years of IT management experience with emphasis on IT Service Delivery Support.
• 5+ years of IT management experience.
• 5+ years of ServiceNow experience (preferred).
• Strong experience in IT Service Desk, IT Operations and/or Guest Services.
• Excellent analysis/troubleshooting skills, able to solve problems efficiently.
• Excellent communication skills; feels comfortable working with non-technical business partners.
• Able to motivate others to drive desired results.
• Strong experience in establishing business processes.
• Demonstrated ability to present recommendations to senior leaders for effective decision making.
• Work with production support and project consultants in an onshore / offshore model.

• Proven track record of delivering high quality solutions on time, on schedule, and on budget.

• Flexibility of providing support during odd hours, weekends, and peak seasons.

• Minimal travel required (training/conferences).

At Ulta Beauty (NASDAQ: ULTA), the possibilities are beautiful. Ulta Beauty is the largest North American beauty retailer and the premier beauty destination for cosmetics, fragrance, skin care products, hair care products and salon services. We bring possibilities to life through the power of beauty each and every day in our stores and online with more than 25,000 products from approximately 500 well-established and emerging beauty brands across all categories and price points, including Ulta Beauty’s own private label. Ulta Beauty also offers a full-service salon in every store featuring—hair, skin, brow, and make-up services.

We will consider for employment all qualified applicants, including those with arrest records, conviction records, or other criminal histories, in a manner consistent with the requirements of any applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York City Fair Chance Act.