IT Help Desk Lead

Job description

About the Role We are looking for a hands-on IT Help Desk Lead to oversee daily support operations and elevate the end-user experience across our organization. This role blends leadership and technical execution. You'll improve processes, and act as an escalation point for complex issues. You’ll play a key role in ensuring reliable, efficient IT support across corporate, retail, and warehouse environments. What You’ll Do Manage ticket queue, SLAs, and escalation workflows to maintain responsiveness and accountability Serve as the primary escalation point for complex technical issues (hardware, software, network, POS systems, etc.) Develop and document standard operating procedures (SOPs), knowledge base articles, and troubleshooting guides Partner with IT leadership on support strategy, tooling, and continuous improvement initiatives Monitor support metrics (response time, resolution time, CSAT) and drive performance improvements Coordinate onboarding/offboarding processes, including device provisioning and access management Support multi location environments (corporate office, retail stores, distribution/fulfillment centers) Evaluate and implement help desk tools, automation, and self-service capabilities What You Bring 5+ years of IT support experience, with at least 1–2 years in a lead or supervisory role Strong knowledge of Windows/Mac environments, mobile device management (MDM), and common SaaS platforms Experience supporting retail systems (POS, payment systems) and/or warehouse environments is a plus Familiarity with ticketing systems (e.g., ServiceNow, Jira Service Management, Zendesk) Solid understanding of networking basics (DNS, DHCP, VPN, Wi-Fi troubleshooting) Strong problem-solving skills and ability to manage competing priorities Excellent communication skills with a customer-first mindset Experience building documentation and improving support processes Nice to Have Certifications such as CompTIA A+, Network+, or ITIL Foundation Exposure to endpoint security and compliance practices Success in This Role Looks Like Consistently meeting or exceeding SLA targets Improved end-user satisfaction and reduced repeat issues Well-documented processes and a scalable support model A motivated, accountable, and high-performing help desk team Why Join Us Opportunity to shape and scale IT support in a growing organization Collaborative, fast-paced environment with real impact across the business Competitive compensation, benefits, and growth opportunities About böhme Böhme is a fast-growing, fashion-forward women’s apparel brand with a strong retail footprint and expanding eCommerce business. Built by founders with a strong point of view and deep customer connection, the brand has historically partnered with overseas vendors to bring product to life. We are seeking a Lead Designer to become Böhme’s first internal design hire, owning the creative vision and product direction end-to-end. This role will partner closely with the founders and collaborate with overseas manufacturing partners (primarily in China) to elevate product, refine brand identity, and build a more intentional, design-led assortment. This is a unique opportunity to step into a highly entrepreneurial environment and build the design function from the ground up.