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
The IT Manager, End User Computing & Device Management is a strategic and hands-on leader responsible for the stability, reliability, security, lifecycle management, and continuous improvement of SBH end-user technology services. This role leads daily operations and long-range planning for corporate, retail, distribution center, and field endpoint environments, including desktops, laptops, Mac devices, iPads, mobile phones, handheld/RF devices, printers, collaboration tools, and related support platforms.
The position manages technical teams and service partners responsible for endpoint support, mobility operations, device management, service delivery, asset management, incident response, change execution, and vendor coordination. The role is accountable for
ensuring operational performance, customer experience, security compliance, project execution, financial stewardship, and alignment to business priorities.
This leader is expected to champion ITSM discipline, use data to drive performance, influence cross-functional decisions, mentor and develop associates, and bring forward modern solutions, including responsible use of artificial intelligence and automation, to improve operational efficiency, knowledge management, reporting, device fleet insight, self-service, and service quality.
Responsibilities
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
Passionate Learner - Demonstrates curiosity about the business, technology, customers, and team performance; applies learning quickly; shares knowledge; and uses feedback to improve processes and outcomes.
Flexible & Agile Adapter - Responds effectively to change and ambiguity; keeps calm under pressure; adapts plans when needed; and maintains focus on delivery despite obstacles.
Talent Builder - Develops associates through coaching, clear expectations, feedback, recognition, cross-training, and growth opportunities; builds a diverse team with the right skills and knowledge.
Effective Communicator - Communicates with clarity, professionalism, accuracy, emotional awareness, and appropriate business context; actively listens and encourages input from others.
Team Builder - Creates trust, collaboration, inclusion, and shared ownership across the team and with partner groups; handles conflict effectively and models humility.
Customer Focused Partner - Understands internal and external customer needs and uses customer impact as a key driver for priorities, service improvements, and technology decisions.
Strategic Thinker - Develops practical, forward-looking, cost-effective strategies; uses data and broad business context to bring new ideas to life and improve scalability.
Big Picture Thinker - Understands how IT operations, stores, distribution centers, corporate teams, vendors, and business functions interconnect; seeks feedback and adapts plans accordingly.
Results Driver - Drives execution, removes barriers, manages competing priorities, uses resources wisely, and holds self and team accountable to high standards of delivery.
Problem Solver & Decision Maker - Uses operational data, customer feedback, technical insight, financial impact, risk assessment, and stakeholder input to make sound recommendations and decisions.
Working conditions & physical requirements
This will be a hybrid role required to be onsite at the Corporate office on specified days. The work environment generally involves everyday risks or discomforts which require normal safety precautions typical of such places as offices, meeting and training rooms, retail stores, and residences or commercial vehicles, e.g., use of safe work practices with office equipment, avoidance of trips and falls, observance of fire regulations and traffic signals, etc. The work area is adequately lighted, heated, and ventilated.
The work is sedentary; however, occasional travel to company locations may be required Typically, the employee may sit comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items such as papers, files, books, small parts; using a keyboard, driving an automobile, etc. No special physical demands are required to perform the work.
Benefits
We offer a competitive salary and outstanding benefits package that includes medical, dental, vision, life Insurance, paid vacation and sick days, paid holidays, tuition reimbursement and 401(k) with company match. In addition, associates of SBH may take advantage of our in-house salon with complementary services and a varied selection of food options at our corporate campus. Also, featured at our corporate campus, is both a Sally Beauty and CosmoProf Professional onsite store, where associates enjoy a great merchandise discount!
#Hybrid
Sally Beauty Holdings, Inc. (“Sally”) through its affiliates is the world’s largest distributor of professional beauty supplies. Sally provides the channels that allow manufacturers of beauty supplies to reach customers, both professional and non-professional.
Sally Beauty Company, Inc. began as a one-store operation in New Orleans, Louisiana in 1964. The Company expanded slowly until the 1980s, when it began to grow rapidly through acquisition and new store openings. In 1982, Sally moved its corporate headquarters to Denton, Texas following the acquisition of a Denton-based chain.
In 1985, Sally acquired a major full-service (professional only) beauty supply distributor servicing the Midwestern United States. The growth of the full-service business led to the formation of the company now known as Beauty Systems Group LLC, focusing on distribution solely to the professional trade.
New store openings and acquisitions continue to guide Sally’s expansion. In 1987, Sally became an international company with the acquisition of an affiliate in the United Kingdom. Today, Sally and its affiliates operate over 4500 stores throughout the United States and the world. Our international operations now extend to the United Kingdom, continental Europe, Puerto Rico, Canada, Chile, Peru, Colombia, Mexico. Both Sally Beauty Supply and Beauty Systems Group have successful and growing online (e-commerce) businesses.
In 2006, Sally became a publicly held company with its shares traded on the New York Stock Exchange.
Sally and its affiliates have long been industry leaders. Expertise in professional product merchandising, distribution and education provides the basis for a commanding presence in the global market. This, combined with strong domestic growth and international development, positions the companies for anticipated continuing success in future years.
All subsidiaries and affiliates share Sally’s customer-driven operating philosophy and vision.
