About the Role
The Store & Workplace Support Tech Lead is responsible for providing remote and in-field technology support for the company stores across the region. This versatile position requires strong experience in store infrastructure, network connectivity, POS hardware, payment terminals, and store-specific applications. The role encompasses support for store openings, renovations, hardware refreshes, incident resolution, preventive maintenance, asset tracking, vendor coordination, and business continuity activities. The Tech Lead will collaborate closely with local IT teams in KSA and Dubai, as well as external vendors and retail stakeholders, to ensure stable and high-performing store technology operations.
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Responsibilities
Leadership
- Build and mentor the KSA technology team.
- Set key team objectives and targets for stores and workplace technology.
- Manage local tech requirements and plan deployments with the team.
- Align KSA team strategies with the overall goals of the ME Tech management team.
- Ensure knowledge is spread across both workplace and stores.
- Conduct regular check-ins and team meetings with Dubai.
Collaboration
- Establish strong, service-oriented relationships with external vendors.
- Manage HW expense management in accordance with the indirect purchasing policy.
- Conduct negotiations with vendors.
- Oversee HW stock management and business continuity processes.
- Manage relationships with EME and LVMH teams regarding EUX topics.
Organizational
- Adhere to relevant IT policies, processes, and standard operating procedures.
- Set up dashboards and metrics to measure the Quality of Service (QoS) of external partners.
- Monitor SLA/SLO and apply penalties when needed.
Operational
- Exhibit solid knowledge of store infrastructure, LAN/WAN connectivity, switching, wireless networks, access points, structured cabling, ITIL practices, O365, and basic security controls.
- Conduct store and end-user remote and in-field support, covering store operations and back-office users.
- Analyze, install, and configure computer systems and peripherals.
- Handle escalated incidents from the IT Service Desk, using Ivanti/WSO, and monitor existing workstations.
- Give guidance on the use of computer equipment and software.
- Solve technical problems based on customer feedback.
- Provide first-level support for all applications.
Retail Stores Support
- Setup, support, and maintain retail store technology including POS systems, payment devices, and network hardware.
- Collaborate with Technical Services, Network, and Security teams to troubleshoot connectivity and business-critical outages.
- Aid in store opening, closure, relocation, and renovation activities by preparing infrastructure and testing devices.
- Validate store technology environments to ensure adherence to technology standards.
IT Asset Administration and Maintenance
- Perform routine maintenance on computer equipment, verifying performance and detecting errors.
- Configure, install, and test hardware and software.
- Implement Group IT policies to protect data and hardware.
- Participate in relevant projects as necessary.
Requirements
- Proven track record in IT support or store technology operations, preferably in a retail or multi-site environment.
- 10+ years of experience (including at least 3 years in retail).
- Proficiency in English and Arabic communication is mandatory.
- Strong leadership abilities and experience in mentoring teams.
- Comprehensive understanding of retail store operations and technology dependencies.
- Self-starter with the ability to drive topics to deliver business value.
- Effective problem-solving skills and ability to communicate with diverse stakeholders.
- Familiarity with procurement and purchasing processes in the ME region is advantageous.
Benefits
- Community: Embrace authenticity while leveraging our diverse strengths.
- Culture: Empowerment and growth-focused, providing tools and opportunities for learning and innovation.
- Fulfillment: Impact clients daily and inspire the industry with every action.
