Help Desk IT Team Lead

Responsibilities

• Manage and mentor a team of Tier 1 and Tier 2 support specialists
• Monitor ticket queues and ensure SLA adherence and issue resolution
• Support and maintain cloud infrastructure environments (Azure, AWS, etc.)
• Handle escalations and provide hands-on technical support when needed
• Maintain and improve internal documentation and the IT knowledge base
• Develop and optimize helpdesk workflows, ticket routing rules, and automation
• Identify trends in support issues and work with Tech Ops leadership on long-term solutions
• Collaborate with P&O on onboarding/offboarding processes
• Support endpoint management, asset lifecycle, and inventory accuracy

Requirements

• 5+ years of IT support experience
• 1–2 years in a lead or supervisory role
• Experience with modern ticketing systems (Jira Service Management, Zendesk, FreshDesk)
• Understanding of endpoint management (macOS, Windows, MDMs like Kandji or Intune)
• Proficiency with Microsoft o365 and SaaS administration
• Experience creating and managing internal IT documentation
• Excellent communication and problem-solving skills

Preferred Qualifications

• Familiarity with basic scripting or automation
• Prior experience in a fast-paced startup or growth-stage company

Benefits

• Competitive Salary
• Corporate Annual Profit Sharing
• 401K Plan
• Medical, Dental, Vision, and Prescription Drug coverage
• Health Savings Account (HSA)
• Paid Time Off (PTO) and 10 Company Holidays
• Life, Short-Term, and Long-Term Disability insurance
• Parental and Child Bonding Leave

About the Company

Schumacher & Co. is an innovative interior design company disrupting the global interior design industry. As a technological leader on the design frontier, Schumacher designs and produces high-end fabrics, wallcoverings, furniture, and accessories for a global market.