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IT Help Desk Supervisor

Date:  Jan 15, 2021
Brand:  Luxottica Wholesale North America

New York, NY, US, 10018

Requisition ID: 297181 


Luxottica is a global leader in the design, manufacture and distribution of fashion, luxury and sports eyewear. Our wholesale network covers more than 150 countries and our retail presence consists of over 9,100 retail stores across the globe.

In North America, our wholesale business is the home to global brands like Ray-Ban, Oakley, and many of the top fashion house brands. Our leading retail brands include; LensCrafters, Sunglass Hut, Pearle Vision, Target Optical and Sears Optical. We are also home to EyeMed, the fastest growing vision care company in the United States.

Luxottica’s Wholesale teams deliver the highest quality frames, best-in-class expertise and a deep understanding of products and markets to support our customers and fuel their businesses all over North America.



The Supervisor, IT Service Desk is responsible for ensuring IT Service within Luxottica’s NY offices as well as users in the field. The Supervisor will provide and maintain white glove service to all onsite Executives daily. The successful candidate manages procedures related to identification, prioritization, and resolution of incidents and requests for service within our ITSM. The Service Desk Supervisor is also responsible for assisting with the organization’s service operations according to best practices, while ensuring an excellent user experience and availability. This individual will help enforce, policies and procedures to ensure consistent service levels and speedy issue resolutions. The Supervisor will help lead the team effectively through change to consistently achieve operational excellence targets, maintain the highest levels of customer satisfaction and a stellar support experience for our user base.



  • Responsible for supporting all software applications and IT hardware used by the field sales and corporate teams including PC and Mac, LDAP, AD, Cisco AV and other Video Conference equipment
  • Responsible for the management, set up and installation of mobile devices and software for new users including asset management, assigning application access, ensuring that appropriate security and system configurations are compliant with company standards
  • Provides technical support and guidance to users; responds to all user requests promptly and follows-up as necessary to ensure satisfactory resolution of IT support requests
  • Responsible for balancing the workload of the team and prioritizing support requests in line with business priorities.
  • Log, track and resolve Service Requests, Change Requests and Incident and Problem tickets via the group’s ITSM platform – Luxottica HDA Platform
  • Respond to support requests and communicate with end users throughout the support lifecycle via Luxottica HDA ticketing system
  • Troubleshoots application performance issues, and may recommend upgrades, patches and new applications and equipment
  • Support Video Conferences, AV Equipment, Digital Screens, and Mobile Devices



  • Excellent knowledge of systems and hardware, database software applications and networking systems and procedures including knowledge of mobile device support (iPhone, iPad), Mobile Applications and Mobile Device Management, iOS and Mac OSX
  • PC, Mac, Active Directory, LDAP,
  • Experience supporting C Level Executives
  • Office 365
  • Must have strong leadership, organizational, and time management skills
  • Able to multi-task with strong communication skills (both verbal and written) as well as good interpersonal skills
  • Minimum 5 years’ experience in an IT service desk environment providing technical support to a remote field-based sales force via telephone, face to face and remote desktop/management tools.
  • Bachelor’s degree in computer science/technical discipline preferred; computer systems or A+ certifications are a plus or equivalent combination of education and experience.



  • ITIL Certification
  • Practical Knowledge of SAP

Upon request and consistent with applicable laws, Luxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process.  To request a reasonable accommodation, please call the Luxottica Ethics Compliance Hotline at 1-888-887-3348 or e-mail (be sure to provide your name and contact information for either option so that we may follow up in a timely manner). 

We are an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law.  Native Americans receive preference in accordance with Tribal Law.

Nearest Major Market: Manhattan
Nearest Secondary Market: New York City

Job Segment: Manager, Retail Sales, Management, Retail