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IT Help Desk Lead
Job in
Draper, Salt Lake County, Utah, 84020, USA
Listed on 2026-06-02
Listing for:
Bohme
Full Time
position Listed on 2026-06-02
Job specializations:
-
IT/Tech
IT Support
Job Description & How to Apply Below
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.
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
- 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., Service Now, 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
- 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
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