Career Opportunity

Manager, Global Help Desk and Remote Support

Ref #:



Information Technology




New Jersey


United States

Company Description

Ralph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing and distribution of premium lifestyle products in five categories: apparel, accessories, home, fragrances, and hospitality. For more than 50 years, Ralph Lauren's reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets. The Company's brand names, which include Ralph Lauren, Ralph Lauren Collection, Ralph Lauren Purple Label, Polo Ralph Lauren, Double RL, Lauren Ralph Lauren, Polo Ralph Lauren Children, Chaps, and Club Monaco, among others, constitute one of the world's most widely recognized families of consumer brands.

Position Overview

This IT manager role will be accountable for defining, manage and improve the help desk, remote support for the new home office strategy, and implementation plans for the adoption of digital collaboration capabilities enabled by Microsoft Office 365 (O365). This role entails working collaboratively with key stakeholders across the enterprise to transform our digital workplace environment. It includes consulting with business executives, directing offshore resources, the management of multiple functions, services and units, organizational mission, vision, objectives, structure, policy setting and strategic planning. 

Essential Duties & Responsibilities

  • Plan and coordinate the daily workflow of Help Desk and Digital remote workplace 
  • Develop and implement help desk policies, processes and procedures to include responsibility for effectively communicating status of all help desk operations 
  • Design, implement and operate the Share Folders for a seamless global experience.
  • Ensure quality customer service and incident resolution in a timely manner 
  • Remote troubleshooting of desktop, laptop, smartphone network connectivity 
  • Develop and implement key metrics, KPI's, perform analysis and provide reporting to leadership to drive consistency and an understanding of incident trends 
  • Responsible for ensuring that users are provided efficient and SLA-based support on a 24/7 basis 
  • Diagnose and resolve technical hardware and software issues 
  • Track and route problems and requests and document resolutions 
  • Escalate unresolved problems to staff with specific expertise, such as developers, database administrators, network engineer, etc. by telephone or email, in a timely manner. 
  • Act as liaison between service vendors and the end user to improve user productivity 
  • Manage On-boarding and Off-boarding of users, including archiving the user data per the company's standard procedures 
  • Provide L2 support to retail stores globally
  • Stay current with system information, changes and updates 
  • Manage the Microsoft Office365, Collaboration and application distribution in SCCM environment 
  • Manage ServiceNow and improve constantly the workflows, reporting and alerting
  • Plan and execute the migration to Office 365, OneDrive, SharePoint, File Sharing and Digital Libraries in the Cloud
  • Manage the collaboration environment and build a plan to expand the use of the various tools

Experience, Skills & Knowledge

  • Bachelor's degree in Computer Science/Computer Engineering
  • Minimum 7 years’ Help Desk and Remote Support experience in a related environment (Retail)
  • Experience in the deployment, advanced support and configuration of Microsoft Office, Microsoft Windows, Apple Macs, BYOD and standard software
  • Administration experience in Active Directory, Exchange, ActiveSync, Smart Phone and Mobile Device Management systems like MobileIron or Airwatch.
  • Ability to work with demanding users in a fast-paced retail environment.
  • Experience managing ServiceNow and building a service catalog
  • Expertise in effectively handling user difficulties
  • High degree of confidentiality required.
  • Excellent interpersonal and relationship building skills; able to successfully manage client relationships.
  • Strong commitment to the IT policy use.
  • Ability to communicate complex subjects at different levels (e.g. to Internal Control, Head of Desks and Senior Managers)
  • Ensure work is delivered on time, within budget and meets the expectations of the management team and end users.
  • Professional and high-level communication skills to maintain innovation across End User Technologies


Manager, Global Help Desk and Remote Support