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IT Manager - Endpoint & End User Technology Services

This position is hybrid working from our Legacy West Support Center located in Plano, Texas

About Sally Beauty Holdings, Inc.

At SBH, our purpose is to inspire a more colorful, confident, and welcoming world. We are the leader in professional hair color, selling and distributing professional beauty supplies across 11 countries through our Sally Beauty and Beauty Systems Group businesses. Sally Beauty offers products for hair color, hair care, nails, and skin care to retail customers looking for salon quality products at a value price. Beauty Systems Group, branded as Cosmo Prof or Armstrong McCall stores, along with its direct sales consultants, sell professionally branded products intended for use and resale by salons to retail consumers.

About the role

1. End User Computing & Mobility Operations Management

Oversee day-to-day operations for EUC, mobility, endpoint support, and related IT services across corporate offices, stores, distribution centers, field users, and remote work environments.

Ensure endpoint services are reliable, secure, supportable, and aligned to business needs, service level expectations, contractual obligations, and customer experience goals.

Serve as an escalation leader for high-impact incidents affecting end-user technology, mobility services, device connectivity, endpoint access, application usability, and service availability.

Coordinate operational delivery across internal IT teams, Managed Service Providers (MSPs), vendors, security, networking, infrastructure, service desk, and business stakeholders.

Drive root-cause analysis, preventive action, and continuous improvement for recurring incidents, systemic failures, performance trends, and gaps in operational execution.

2. Device Management, Endpoint Platforms & Lifecycle Strategy

Own the operational strategy and lifecycle roadmap for assigned endpoint and mobile device fleets, including refresh planning, standardization, configuration management, OS readiness, patching, inventory accuracy, and end-of-life planning.

Lead device management practices across Windows, macOS, iOS/iPadOS, Android, and specialized handheld/RF environments using modern management tools and governance standards.

Oversee endpoint platform capabilities such as Microsoft Configuration Manager/SCCM, Intune, Ivanti Neurons, JAMF, SOTI, Apple Business Manager, Entra ID, mobile device

management, software deployment, imaging, zero-touch provisioning, and device compliance reporting.

Partner with business teams to plan and execute hardware refreshes, store technology deployments, mobility upgrades, kitting, shipping, returns, recycling, warranty support, break/fix processes, and asset recovery.

Develop repeatable standards for endpoint build, enrollment, configuration, security baselines, application deployment, documentation, testing, and production readiness.

3. ITSM, Incident, Problem, Change & Operational Governance

Champion ITSM across the IT organization by improving how support requests, incidents, problems, changes, knowledge articles, and service delivery processes are logged, routed, prioritized, tracked, measured, and resolved.

Establish and maintain operating practices that improve service quality, reduce ticket aging, increase first-contact resolution, strengthen communication, and create measurable accountability.

Lead or contribute to change management, CAB readiness, release planning, deployment validation, risk review, backout planning, and post-implementation review for endpoint and mobility changes.

Ensure operational processes support audit readiness, security requirements, software compliance, asset controls, and documented evidence for assigned technology areas.

Use operational data, support trends, and business feedback to identify improvements in workflow, staffing, vendor performance, documentation, and customer experience.

4. Strategy, AI Enablement & Continuous Improvement

Develop and execute a multi-year EUC and device management strategy that improves supportability, scalability, security, cost efficiency, user experience, automation, and operational maturity.

Evaluate emerging technologies and recommend solutions that enable future-state business capabilities, improve operational resilience, and align with enterprise architecture, security, and financial priorities.

Identify and implement practical AI and automation use cases that support IT operations, including ticket analysis, knowledge management, documentation, endpoint fleet analytics, proactive risk detection, self-service enablement, reporting, and operational decision support.

Use AI tools responsibly to improve productivity and insight while maintaining appropriate human review, data privacy, security controls, compliance expectations, and transparency around AI-assisted outputs.

Translate technical opportunities, risks, and constraints into business-relevant recommendations for leadership and stakeholders.

5. Vendor, Contract, Budget & Asset Management

Manage assigned vendor, partner, and MSP relationships, including service expectations, escalations, performance reviews, contract inputs, renewals, service improvements, and accountability to deliverables.

Support annual budget planning, forecasting, cost control, invoice validation, capital planning, operating expense management, software/license optimization, and cost-benefit analysis for assigned services.

Maintain disciplined asset management practices for assigned hardware and software, including inventory accuracy, procurement coordination, deployment tracking, recovery, reconciliation, and lifecycle reporting.

Evaluate financial and operational trade-offs for technology alternatives, vendor options, support models, refresh timing, and service delivery improvements.

Ensure technology investments are aligned to business needs, risk reduction, operational efficiency, and measurable outcomes.

6. Security, Compliance, Risk & Audit Readiness

Partner with security, infrastructure, compliance, audit, and risk teams to ensure EUC and mobility services adhere to security policies, IT standards, regulatory expectations, and internal control requirements.

Strengthen endpoint security posture through device compliance, patch readiness, access controls, certificate/profile governance, secure configuration, encryption, logging, and timely remediation of identified risks.

Ensure changes, deployments, configurations, and support processes are documented, tested, approved, and controlled in accordance with IT governance practices.

Prepare, maintain, and review evidence needed for audits, assessments, SOX-related requests, asset validation, vendor reviews, and operational governance activities.

Promote a culture of security awareness, operational discipline, risk ownership, and compliance within internal teams and service partners.

7. Leadership, Talent Development & Team Accountability

Lead, coach, and develop technical associates responsible for EUC, mobility, endpoint operations, desktop support, remote operations, and field/system engineering functions as assigned.

Recruit, train, mentor, set expectations, assign responsibilities, monitor performance, provide feedback, conduct performance reviews, and hold team members accountable for delivery and service quality.

Build an inclusive, collaborative, high-trust team culture that values ownership, responsiveness, professional communication, documentation, technical growth, and customer-focused execution.

Establish clear team goals, operating rhythms, escalation paths, documentation standards, cross-training plans, and individual development plans that support current operations and future capabilities.

Influence stakeholders and cross-functional teams without direct authority to achieve project, operational, security, budget, and service outcomes.

8. Data, Reporting & Executive Communication

Design, maintain, and evolve operational dashboards, scorecards, KPIs, and executive-level reporting for endpoint services, mobility operations, service quality, vendor performance, ticket trends, asset lifecycle, financial performance, and risk indicators.

Use data analysis, AI-assisted analysis where appropriate, and operational insight to identify trends, capacity constraints, performance gaps, process breakdowns, and optimization opportunities.

Provide clear, concise, and timely communication to IT leadership, business stakeholders, vendors, and support teams during projects, incidents, changes, and operational reviews.

Translate complex technical issues into actionable business language, including impact, risk, timeline, cost, mitigation, ownership, and recommended next steps.

Prepare presentations, decision documents, project updates, incident summaries, RCA support, and leadership reporting that enable informed decision-making.

Knowledge, skills & abilities requirements

• Bachelor's degree in Information Technology, Computer Science, Management Information Systems, Business, or a related field; equivalent practical experience may be considered.

• 8-10+ years of progressive IT operations, infrastructure operations, end user computing, endpoint management, mobility, service management, or related enterprise technology experience; 10+ years preferred.

• 5+ years of experience leading, supervising, coaching, or managing technical teams, preferably in a multi-site, high-availability enterprise environment with progressive leadership responsibility.

• 5+ years of subject matter expertise in one or more relevant domains, such as desktop/laptop support, mobility, iPads, phones, Android handhelds/RF devices, endpoint management, vendor management, budget management, or IT service delivery.

• Demonstrated experience managing EUC and mobility operations, including device lifecycle, hardware refreshes, endpoint configuration, software deployment, patching, compliance reporting, support escalation, and operational readiness.

• Practical experience using AI-enabled tools or automation in an IT or business operations environment, including the ability to identify appropriate use cases, create effective prompts or workflows, analyze outputs, protect sensitive data, and apply human oversight before business decisions are made.

• Working knowledge of modern endpoint and device management platforms such as Microsoft Configuration Manager/SCCM, Intune, Ivanti Neurons, JAMF, SOTI, Apple Business Manager, Entra ID, ServiceNow, and related ITSM/ITAM toolsets.

• Strong understanding of ITSM and ITIL practices, including incident, problem, change, asset, configuration, knowledge, and service level management; ITIL certification preferred.

• Experience establishing standard processes, operational controls, KPIs, dashboards, governance practices, and performance management routines that improve service delivery and accountability.

• Ability to manage cross-functional initiatives, influence stakeholders, and coordinate work across infrastructure, networking, security, application, service desk, procurement, finance, vendors, MSPs, and business teams.

• Strong business acumen, including the ability to estimate financial impact, evaluate technology alternatives, manage budgets, optimize costs, support contracts, and make recommendations that balance service, risk, cost, and timing.

• Broad technical understanding of enterprise architecture, network and security architecture, endpoint security, identity/access concepts, cloud and on-prem environments, SDLC methodologies, DevOps concepts, and IT standards and controls.

• Excellent analytical, organizational, planning, facilitation, negotiation, written communication, and verbal communication skills.

• Demonstrated ability to lead calmly during high-impact incidents, communicate effectively under pressure, drive urgency, and facilitate efficient resolution of issues affecting system, application, endpoint, or service performance.

• Ability to quickly understand existing, new, and emerging technologies and determine how they can enable future-state business capabilities, improve operational maturity, and drive targeted business outcomes.

Competencies & attributes