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IT Manager - End User Services

Country : USA USA

State : Illinois

County : Will County

Town : Bolingbrook

Category : IT - Web

Contract type : Permanent

Availability : Full time

Company presentation

Ulta Beauty is the largest specialty beauty retailer in the United States and the place for the true beauty enthusiast who gets butterflies as she shops for beauty and experiments throughout our store. We are the only one to provide our guests prestige, mass and salon products and services under one roof – All Things Beauty, All in One Place™. We put our guests at the center of all we do, committing to offer her unrivaled ways to be beautiful in an environment that provides the thrill of exploration and delight of discovery.

Job description

OVERVIEW

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 Manager serves in a leadership position managing a geographically dispersed team that are primarily responsible for the IT technology at ULTA's distribution centers. They are responsible for supporting supply chain teams in daily operations as well as identifying and implementing new technologies in a highly dynamic, fast paced and rewarding environment.

YOU'LL ACCOMPLISH ALL THIS BY:


  • Customer Service Support: Ensures that the inventory of components to be supported is complete and current. 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 areas for improvement. 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.
ADDITIONAL RESPONSIBILITIES:


  • Utilizing best practices to improve processes, procedures, and standardization to increase availability of services as well as associate satisfaction with those services.
  • Responsible for managing the remote IT personnel who are accountable for end point support and IT representation at multiple, geographically diverse, distribution center (DC) facilities.
  • Ensure that staff receives regular performance reviews and the training necessary to carry out their duties and develop within their roles. Responsible for resource planning, resource allocation, recruitment, supervision, coaching, scheduling development, evaluation and disciplinary actions.
  • Accountable for Tier 2 support at all DC sites, including hands on site support for other infrastructure teams.
  • Define, monitor and report on metrics in order identify support trends.
  • Manage vendor relationships.
#LI-CS1

ESSENTIALS FOR SUCCESS:


  • Bachelor's degree in Computer Science, CIS, or equivalent professional experience
  • 5+ years of IT management experience in support and operations
  • Strong experience in managing IT customer service and support teams, preferably experience with geographically dispersed resources
  • 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
  • Proven track record of delivering high quality solutions on time and on schedule

  • Flexibility of providing support during odd hours, weekends, and peak seasons
  • Up to 75% travel tied to projects and managing site resources.
The pay range for this position is USD $113,600.00/Yr. - USD $193,400.00/Yr. with the opportunity to earn additional compensation pursuant with the Company's bonus plan. Exact pay will be based on factors including, but not limited to relevant education, qualifications, certifications, experience, level, shift, geographic location, and business and organizational needs. Visit our Benefits and Career Development page:https://careers.ulta.com/careers/about-us/benefits-and-career-development

ABOUT

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.

Profile

ESSENTIALS FOR SUCCESS:

  • Bachelor's degree in Computer Science, CIS, or equivalent professional experience

  • 5+ years of IT management experience in support and operations

  • Strong experience in managing IT customer service and support teams, preferably experience with geographically dispersed resources

  • 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


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



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


  • Up to 75% travel tied to projects and managing site resources.

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