End-User IT Manager | Lead Hybrid Support Team

Michael Kors; New York (NY); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Generous Paid Time Off & Holiday Cal

Summer Fridays

Internal Mobility Across Brands

Cross-brand Discount

Exclusive Employee Sales

Fav 5 Cards (MK Discount for friends &

401k Match

Paid Parental Leave

Thrive Wellness Program

Commuter Benefits

Gym Discounts

Job summary

Michael Kors is seeking an IT Manager, End User Support to lead end-user and executive IT support across corporate offices, ensuring a high-quality user experience and strong service delivery. You will guide a team, set priorities in a cross-functional IT environment, and manage staffing, on-call coverage, and partnerships with vendors.

The role requires 5+ years in corporate end-user support, leadership experience, and hands-on expertise with Windows/macOS, Microsoft 365, ServiceNow, VPNs, and

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent practical experience).
• 5+ years of corporate end-user support experience, including experience supporting senior leaders.
• At least 1 year in a lead or supervisory role with responsibility for guiding others.
• Strong working knowledge of Windows and macOS environments, networking fundamentals, and endpoint management.
• Experience with Microsoft 365, ServiceNow, VPN technologies, and enterprise software.
• Excellent communication, customer service, and organizational skills.

Responsibilities

• Lead, coach, and manage a team of end-user support associates, with full accountability for performance, engagement, and development.
• Set priorities and expectations in a cross-functional environment, partnering with peer IT managers and service owners to align workloads, standards, and escalation paths.
• Manage staffing models, hybrid schedules, and on-call coverage to meet service-level and business requirements.
• Own end-user support service delivery across corporate and retail store IT environments, ensuring timely resolution of incidents, requests, and escalations.
• Act as an escalation point for complex issues and executive-level support needs, including oversight of white-glove support standards.
• Maintain accountability for service quality, user experience, and effective collaboration across IT functions.
• Oversee end-user technology environments, including Windows and macOS devices, Microsoft 365, collaboration tools, conference room AV, and endpoint lifecycle management.
• Coordinate vendors and third parties for repairs, installations, office moves, and technology upgrades.
• Travel regularly between NYC/NJ offices to support operations and stakeholder needs.
• Use ServiceNow to manage incidents, requests, changes, and knowledge content.
• Review service metrics and trends to drive continuous improvement and reduce recurring issues.
• Ensure documentation, security controls, and change management practices are followed.

Skills

Leadership

Communication

Cross-functional collaboration

Customer service

Organizational skills

Education

Bachelor's degree in Information Technology/Computer Science or related field

Tools

Windows

macOS

Microsoft 365

ServiceNow

VPN technologies

Endpoint management

Job description

Michael Kors is seeking an IT Manager, End User Support to lead end-user and executive IT support across corporate offices, ensuring a high-quality user experience and strong service delivery. You will guide a team, set priorities in a cross-functional IT environment, and manage staffing, on-call coverage, and partnerships with vendors.

The role requires 5+ years in corporate end-user support, leadership experience, and hands-on expertise with Windows/macOS, Microsoft 365, ServiceNow, VPNs, and