IT Help Desk Lead

Responsibilities

• Manage ticket queues, SLAs, and escalation workflows to maintain responsiveness and accountability
• Serve as the primary escalation point for complex technical issues involving hardware, software, networks, and POS systems
• 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 such as response time, resolution time, and CSAT to drive performance improvements
• Coordinate onboarding and offboarding processes, including device provisioning and access management
• Support multi-location environments including corporate offices, retail stores, and distribution centers
• Evaluate and implement help desk tools, automation, and self-service capabilities

Requirements

• 5+ years of IT support experience, with 1–2 years in a lead or supervisory role
• Strong knowledge of Windows/Mac environments and Mobile Device Management (MDM)
• Proficiency with common SaaS platforms and ticketing systems (e.g., ServiceNow, Jira, Zendesk)
• Solid understanding of networking basics including DNS, DHCP, VPN, and Wi-Fi troubleshooting
• Strong problem-solving skills and the ability to manage competing priorities
• Excellent communication skills with a customer-first mindset
• Experience building documentation and improving support processes

Preferred Qualifications

• Experience supporting retail systems (POS, payment systems) or warehouse environments
• Certifications such as CompTIA A+, Network+, or ITIL Foundation
• Exposure to endpoint security and compliance practices

About the Company

Böhme is a fast-growing, fashion-forward women’s apparel brand with a strong retail footprint and expanding eCommerce business. We offer a collaborative, fast-paced environment where you can have a real impact across the business.