Monitor service desk performance through KPIs, ticket trends, resolution times, and customer satisfaction metrics.
Drive continuous improvement initiatives to enhance user experience and service quality.
Establish and maintain support processes aligned with ITIL best practices.
Infrastructure Operations Management
Own the operational stability, performance, and availability of all IT infrastructure environments.
Manage infrastructure supporting Corporate Offices, Retail Stores, Warehouses and Distribution Centers, and Remote/Mobile Workforce.
Network infrastructure (LAN, WAN, Wi-Fi with Meraki Cloud)
Servers and cloud platforms with ServiceNow
End-user computing devices and mobile devices in Ivanti Management
Microsoft 365 services including co-pilot, co-work environment
Printing and collaboration technologies
Retail store technology platforms
Coordinate infrastructure upgrades, patching, hardware refreshes, and technology standardization initiatives.
Retail Store Technology Support
Ensure stable operations of all store technology environments including POS systems, payment devices, store networking, mobile devices, digital solutions, and store back-office systems.
Partner with Retail Operations teams to support business continuity and peak trading periods.
Lead resolution efforts for store-critical incidents to minimize business impact.
Develop and maintain store technology standards and operational procedures.
Vendor & Outsourced Service Management
Manage outsourced Helpdesk and Infrastructure support providers.
Establish performance expectations and monitor vendor SLA compliance.
Conduct regular service review meetings and performance assessments.
Ensure vendors deliver high-quality support services while maintaining cost efficiency.
Manage support contracts, renewals, and service improvement plans.
Incident, Problem & Change Management
Lead Major Incident Management processes and communications.
Drive root cause analysis activities for recurring issues.
Implement corrective and preventive actions to improve service stability.
Govern Change Management activities to minimize operational risks.
Ensure proper documentation and adherence to change control procedures.
Infrastructure Projects & Continuous Improvement
Lead infrastructure-related projects from planning through implementation.
Collaborate with regional and global IT teams on strategic initiatives.
Support technology transformation projects including
Cloud adoption and Modern Workplace solutions
Network & Retail technology enhancements
Identify opportunities for automation, operational efficiency, and service optimization.
Security & Compliance
Ensure infrastructure and support services comply with corporate security standards and policies.
Partner with Cybersecurity teams to address vulnerabilities and audit findings.
Support compliance initiatives including PCI DSS and regulatory requirements.
Ensure endpoints, network, and user access controls are maintained appropriately.
Stakeholder Management
Build strong relationships with business leaders, retail operations teams, and global stakeholders.
Communicate service performance, risks, issues, and improvement plans regularly.
Serve as the primary IT operational liaison between business stakeholders and technology teams.
Provide executive reporting on service health, operational metrics, and infrastructure performance.
What You’ll Bring
We’re looking for someone with the following experience and skills — but these aren’t set in stone. If you bring something extra to the table, we’d love to hear from you!
Bachelor’s degree in information technology, Computer Science, or related field.
5+ years of experience in IT Infrastructure, Service Desk, or IT Operations management.
Proven experience managing IT services across multiple locations.
Experience supporting both Retail and Corporate technology environments.
Experience managing outsourced IT service providers and vendor relationships.
Solid technical knowledge of
Strong command of English, both verbal and written
Networking, Windows environments, Microsoft 365
Retail technology ecosystems
Endpoint management and cloud technologies
Strong analytical, problem-solving, and decision-making capabilities.
Excellent communication and stakeholder management skills.
Experience in retail or consumer-facing industries is preferred
Key Success Measures
Service Desk SLA Achievement
Major Incident Reduction
Retail Store Technology Stability
Security & Compliance Adherence
Infrastructure Availability / Uptime
End User Satisfaction
Vendor Performance Compliance
Operational Cost Efficiency
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The Company is an equal employment opportunity employer. The Company’s policy is not to unlawfully discriminate against any applicant or employee on the basis of race, color, sex, sexual orientation, gender identity, religion, national origin, age, military status, disability, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. The Company also prohibits harassment of applicants and employees based on any of these protected categories.
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At Capri Holdings Limited, we are committed to providing a fair and accessible recruitment process. If you require a reasonable accommodation for the interview or application process, please contact our Talent Acquisition team at CapriTalentAcquisition@CapriHoldings.com.
