IT Help Desk Lead

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, 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., * 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

Do you have experience in Technical writing?, * 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, * 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

• 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