VIP Support IT Manager

Job Title VIP IT Support Manager

Division: Americas Infrastructure Group

Location: New York, NY

Reports To: US IT Client Services/End-User Support Lead

Who We Are:

For more than a century, L’Oréal has devoted its energy, innovation, and scientific excellence solely to one business: Beauty. Our goal is to offer each and every person around the world the best of beauty in terms of quality, efficacy, safety, sincerity and responsibility to satisfy all beauty needs and desires in their infinite diversity.

At L'Oréal, ourIT teams design and build solutions to ensure high performance for all our business sectors by imagining new ways of doing things, from designing websites to building algorithms and predicting new trends. They can be found leading teams towards a more connected and digitalized future in IT retail, e-commerce, CRM, data, AI, cybersecurity, Cloud and E-Marketing. You never stop learning at L'Oréal IT because things change at the speed of light! Come join our dynamic team!

What You Will Learn:

We are seeking a high-touch, customer-centric VIP IT Support Manager to provide white-glove technical assistance to executive leadership and key stakeholders. In this role, you will act as the dedicated, single point of contact for all technology needs, ensuring seamless operations, rapid response times, and an exceptional user experience for our senior leadership team. This role is primarily based in NY, but will require travel to other locations as needed. It is a bilingual role, French required.

Key Responsibilities

• White-Glove Technical Support:
  • Provide personalized, priority technical support (onsite and remote) for executive leadership, board members, and high-profile stakeholders.
  • Troubleshoot and resolve complex hardware, software, mobile device, and network connectivity issues with minimal disruption to executive workflows.
  • Central point of escalation internally among CS team for VIP Support issues.
• Proactive Device & Systems Management:
  • Manage the lifecycle, provisioning, configuration, and secure deployment of executive laptops, tablets, smartphones, and peripherals.
  • Perform routine proactive checks on executive office setups, travel tech kits, and primary workspaces to prevent technical issues before they occur.
• Executive Collaboration & Event Tech Support:
  • Partner closely with the AV/Event team to ensure flawless execution of meetings, executive broadcasts, and high-visibility hybrid sessions.
  • Provide dedicated 'at-the-elbow' support for high-stakes presentations and key client-facing meetings.
• Coordination & Escalation Management:
  • Serve as the primary liaison between executive users and specialized IT teams (Cybersecurity, Infrastructure, Application teams) to expedite complex requests and incidents.
  • Maintain strict confidentiality, discretion, and data security standards when handling sensitive executive assets and information.
• Documentation & Continuous Improvement:
  • Maintain comprehensive documentation of executive environment configurations, preferences, and standard operating procedures.
  • Track support trends and feedback to continuously improve the executive support framework and service delivery.

What We Are Looking For:

Required Qualifications:

• Education & Experience:
  • Minimum 4-6 years of enterprise IT support experience, with at least 2-3 years specifically dedicated to VIP, executive, or high-touch white-glove support.
• Technical Skills:
  • Expert knowledge of macOS, Windows, iOS, and Android operating systems in an enterprise environment.
  • Strong proficiency with enterprise productivity and collaboration tools (Microsoft 365, Teams, cloud storage solutions).
  • Solid understanding of mobile device management (MDM), VPNs, secure Wi-Fi, and endpoint security practices.
• Soft Skills & Competencies:
  • French language required, other languages preferred
  • Exceptional interpersonal, communication, and diplomatic skills tailored to interacting with C-suite executives.
  • High emotional intelligence (EQ), patience, and the ability to remain calm and decisive under pressure.
  • Unwavering commitment to discretion, confidentiality, and professional ethics.
  • Flexibility to provide on-call or after-hours support for urgent executive needs or global travel contingencies.

As an integral part of our culture at L’Oréal, wellness is at our core. We not only offer a generous Benefits Package (Medical, Dental, Vision, 401K), we also offer flexible time off, work from home days, and a pension plan! Additionally, you will have access to company perks such as Makeup, Skincare, and Fragrance! Employees receive a stipend for L'Oréal products as well as VIP Access to L’Oréal’s Internal Shop for Discounted Products, and other perks such as Monthly Mobile Allowance, discounted gym memberships, and ERGs.

Additional Benefits Information As Follows:

Salary Range : $98,400 - $140,200 (The actual compensation will depend on a variety of job-related factors which may include geographic location, work experience, education, and skill level)

• Competitive Benefit Package (Medical, Dental, Vision, 401K, Pension Plan)
• Hybrid Work Policy (3 Days in Office, 2 Days Work from Home); Being present in the office three days a week is considered an essential function of all office-based roles for eligible full-time employees.
• Flexible Time Off (Paid Company Holidays, Paid Vacation, Vacation Buy Program, Volunteer Time, Summer Fridays & More!)
• Access to Company Perks (VIP Access to L’Oréal’s Internal Shop for Discounted Products, Monthly Mobile Allowance)
• Learning & Development Opportunities (Unlimited Access to E-learnings, Lunch & Learn Sessions, Mentorship Programs, & More!)
• Employee Resource Groups (Think Tanks and Innovation Squads)
• Access to Mental Health & Wellness Programs

Don’t meet every single requirement? At L'Oréal, we are dedicated to building a diverse, inclusive, and innovative workplace. If you’re excited about this role but your past experience doesn’t align perfectly with the qualifications listed in the job description, we encourage you to apply anyways! You may just be the right candidate for this or other roles!

We are an Equal Opportunity Employer and take pride in a diverse environment. We would love to find out more about you as a candidate and do not discriminate in recruitment, hiring, training, promotion, or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status.

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Education

Any level of education