IT Manager II

GENERAL PURPOSE

IT Manager II (End User Productivity) leads the strategy, delivery, and continuous improvement of Unified Communications technology at Ross Stores. This covers voice calling, video conferencing, and instant messaging, including Microsoft Teams, Teams Telephony, Teams Rooms, and conference room devices. The role owns the long-term communications roadmap and leads large enterprise programs such as the Teams Telephony migration, desk phone retirement, and conference room refreshes. It also makes sure these services stay reliable, secure, and easy to use for associates across corporate offices, buying offices, and distribution centers. The Manager also serves as the escalation point for high-severity issues and high-visibility executive events, and oversees critical areas such as emergency calling compliance, phone number management, and call quality.

This role leads a team of engineers and is responsible for hiring, coaching, and developing talent while building a culture of accountability and service excellence. The role manages vendors, carriers, and integrators and holds them to service levels, milestones, and quality standards. It also works closely with Network, Security, Help Desk, and local support teams, and translates technical details into clear recommendations for business leaders and IT leadership. In addition, the Manager owns the communications budget, including licensing, carrier costs, vendor quotes, and statements of work across corporate, buying offices and distribution centers.

The base salary range for this role is $134,300 – $229,400. The base salary range is dependent on factors including, but not limited to, experience, skills, qualifications, relevant education, certifications, seniority, and location. The range listed is just one component of the total compensation package for employees. Other rewards vary by position and location.

ESSENTIAL FUNCTIONS

• Team Leadership and Mentoring: Manage, mentor, and coach a team of VC engineers and project manager; provide regular and constructive feedback to individuals.
• Lead staffing decisions including hiring, onboarding, performance evaluation, and corrective action for direct reports; responsible for the coaching, development, and evaluation of associates.
• Foster a high-performance team culture focused on service excellence and continuous learning; partner with peers to gain alignment on delivery timelines and upcoming changes in strategy.
• Participate in the development of the 5-year UC technology plan, aligning team objectives with the strategic goals of relevant business units and various IT technology groups.
• Drive and deliver end-to-end large Enterprise UC related programs like Teams Telephony and office remodels for corporate, buying offices and distribution centers.
• Technical Architecture and Design: Own and govern design standards for all A/V and video conferencing systems, ensuring solutions meet current and future business requirements and are marketed effectively across all room types and locations.
• Maintain a comprehensive understanding of best practices and advances in emerging technologies within unified communications (Poly, Crestron, Microsoft Teams, Teams Phones), closely matching technology solutions to the business needs of the company.
• Ensure all architecture deliverables conform to Ross standards, IT security policies, and project requirements; support the full systems development lifecycle, ensuring requirements are defined, deliverables are provided as required, and other groups are engaged when appropriate.
• Maintain system documentation, service manuals, and knowledge base articles for the support of each system; develop and implement training materials for support staff and end users.
• Vendor and Stakeholder Management: Act as primary liaison between business stakeholders, IT leadership, A/V vendors, Telecommunications, Network, Help Desk, and the Local Support Team; translate technical details into understandable concepts and build consensus.
• Supervise consultants and external vendor resources; hold partners accountable to SLAs, project milestones, and quality standards.
• Collaborate with business users to elicit audio-visual and conferencing requirements; this includes facilitating POCs, demos, and pilot programs.
• Provide executive conferencing support and serve as the Level 3 escalation point for high-severity VC and A/V incidents.
• Financial Planning and Budgeting: Ensure accuracy of financial deliverables such as Bills of Materials, vendor quotes, Statements of Work (SOWs), and capital/expense forecasts for VC programs.
• Develop data-driven recommendations to IT leadership and ensure adherence of architecture deliverables to Ross standards and project requirements.
• Maintain monitoring and utilization reports for enterprise AV capabilities; use data to optimize spend, inform capacity planning, and report actual budget versus forecasts on a monthly and quarterly basis.

COMPETENCIES

QUALIFICATIONS & SPECIAL SKILLS REQUIRED

• At least 8–10 years of Information Technology experience within large enterprise organizations, with a minimum of 3 years managing a team of engineers and/or project managers.
• Demonstrated expertise in design, implementation, and lifecycle management of A/V and video conferencing systems. Poly certification or equivalent preferred.
• Extensive experience with Microsoft Teams, Teams Rooms and Teams Phones.
• Ability to analyze and solve complex problems; ability to supervise consultants and external vendor resources.
• Demonstrated ability to execute financial analysis for projects and technologies.
• A solid understanding of industry best practices for delivering and supporting collaboration tools in retail or similar industries.
• Excellent written and verbal communication skills; demonstrated history of engaging internal customers, listening, influencing, translating technical details into understandable concepts, and building consensus.

EDUCATION / CERTIFICATIONS

• Undergraduate degree in Information Systems, Computer Science, or a related technical discipline. Graduate degree preferred.
• Strong background in program management; PMP or equivalent certification preferred.

PHYSICAL REQUIREMENTS

SUPERVISORY RESPONSIBILITIES

Engineer III - Video Conferencing; Engineer II – Video Conferencing NY

DISCLAIMER:

This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at management’s discretion.

Ross is an equal employment opportunity employer. We consider individuals for employment or promotion according to their skills, abilities and experience. We believe that it is an essential part of the Company’s overall commitment to attract, hire and develop a strong, talented and diverse workforce. Ross is committed to complying with all applicable laws prohibiting discrimination based on race, color, religious creed, age, national origin, ancestry, physical, mental or developmental disability, sex (which includes pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), veteran status, military status, marital or registered domestic partnership status, medical condition (including cancer or genetic characteristics), genetic information, gender, gender identity, gender expression, sexual orientation, as well as any other category protected by federal, state or local laws.