Kering End User Support Manager

Kering is a distinguished global luxury conglomerate, renowned for its stewardship of iconic fashion houses such as Gucci, Saint Laurent, and Balenciaga, among others. As a family-led enterprise, Kering is committed to nurturing creativity and excellence across its diverse portfolio, which spans ready-to-wear, couture, leather goods, jewelry, eyewear, and beauty products. The group is dedicated to sustainability and cultural enrichment, ensuring that its legacy is one of innovation and superior craftsmanship.

1. Manage the North American spare parts budget for peripherals, printers, and end-user devices.
2. Oversee end-to-end End User Support operations for retail and corporate users in the region.
3. Ensure efficient operation of regional and global support services within agreed SLAs.
4. Lead regional operational reviews and contribute to global EUS operational committees.
5. Drive service and quality improvements in the region.
6. Manage relationships with internal and external third-party support partners.
7. Provide official sign-off on project Build to Run handovers.
8. Act as the primary manager of the Managed Workplace Service vendor, ensuring performance standards are met.

1. Minimum 5-10 years of experience in an IT organization in a customer-facing service role.
2. At least 5 years of service desk experience.
3. Minimum 3 years of experience leading an IT Service Desk or call center.
4. Bachelor's degree in Computer Science, Engineering, or a related field.

1. Strong communication skills, both written and verbal.
2. Proactive problem-solving abilities and a detail-oriented mindset.
3. Ability to build and maintain successful relationships with peers and customers.
4. Strong multitasking and time management skills.
5. Demonstrated ability to manage remote teams.
6. Proficiency in analyzing service metrics and KPIs to drive performance.

A minimum of 5-10 years in IT customer service roles, with at least 5 years in service desk operations and 3 years in a leadership capacity.

Bachelor's degree in Computer Science, Engineering, or a related field.

$125,000 - $135,000 per year plus incentives.

Comprehensive health benefits including medical, dental, vision, and various insurance options. Financial benefits include HSA, FSAs, 401(k) plan, and life insurance.

Kering fosters a culture of creativity, collaboration, and innovation, with a strong emphasis on sustainability and excellence. The company values authenticity and ownership, encouraging employees to empower greatness in their roles.