Information Technology Help Desk Support

Hotels at Home has over 20 years of experience bringing the luxury hotel experience directly to guests' homes. We partner with the world's leading hotel brands—including Hilton and Accor—as well as celebrity brands like Love
01 by John Legend, Chrissy Teigen, and Dwyane Wade to deliver premium bedding, linens, and amenities that recreate the comfort and quality of a five-star hotel stay.

As a global e-commerce and logistics company, we manage complex multi-brand operations across the US, Canada, Europe, and Asia, serving millions of customers who want to bring that hotel feeling home. Our entrepreneurial culture combines agility and innovation with sophisticated technology and operations that rival the largest e-commerce companies.

We are seeking a motivated Help Desk & IT Support Lead to build and own our corporate help desk function. This role is ideal for an experienced IT support specialist who has been an individual contributor and is ready to step into leadership. You will be the first point of escalation for technology issues, mentor and grow a small support team, and partner with our engineering and automation teams to modernize user support.

This role includes hands-on troubleshooting as well as process development and people leadership. It offers a clear path to IT Manager as the company expands. As our first dedicated help desk leader, you'll have significant autonomy to shape the support function, establish processes, and build a team from the ground up.

We're a world-class tech team leading the use of AI to build internal tooling and drive operational excellence. We expect our IT team members to be passionate about AI experimentation, actively using AI tools to innovate in their work and side projects—far beyond simple tasks. You'll collaborate with a technically sophisticated Engineering and Automations team that embraces AI as a core competitive advantage.

• Oversee daily ticket queues, prioritize work by impact and urgency, and ensure timely resolution of incidents and requests
• Act as the primary escalation point for complex technical issues that first-level support can't resolve
• Monitor service levels, response times, and resolution rates to maintain high-quality support
• Manage on-call rotation and ensure coverage for critical IT issues across US and European time zones
• Establish and maintain help desk workflows, SLAs, and performance metrics
• Hire, train, and coach help desk technicians—this is your opportunity to build leadership skills
• Conduct regular one-on-ones, provide constructive feedback, and create career development plans
• Hold the team accountable for quality, productivity, and customer service excellence
• Foster a culture of continuous learning, collaboration, and problem-solving
• Build team capacity and skillsets to scale with business growth

• Provide first- and second-level support for Windows and macOS systems, mobile devices, and peripherals
• Support email security and archiving (Proofpoint), endpoint protection (Microsoft Defender), and VPN/network connectivity
• Handle user onboarding/offboarding, access management, and device provisioning
• Maintain accurate documentation of technical issues, resolutions, and configurations

• Establish incident management procedures, onboarding/offboarding workflows, and knowledge base documentation
• Analyze help desk performance metrics, identify trends, and implement process improvements
• Build and maintain an IT knowledge base to enable user self-service and reduce ticket volume
• Create and refine IT policies, procedures, and best practices
• Implement ticketing system improvements and automation to increase efficiency
• Work closely with network/infrastructure teams to address outages, plan upgrades, and enforce security policies
• Partner with engineering and automation teams to evaluate and deploy new tools (MDM, endpoint security, automation platforms)
• Act as liaison between IT and business units, providing updates on incidents, maintenance, and service improvements
• Coordinate with vendors for hardware, software, and telecom services
• Report IT…