IT Help Desk Lead

bohme; Draper (UT); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation

Benefits

Growth opportunities

Job summary

böhme is seeking a hands-on IT Help Desk Lead in Draper, Utah, to oversee daily support operations and enhance the end-user experience. This role combines leadership with technical execution to ensure reliable IT support across various environments.

The ideal candidate will have over 5 years of IT support experience, strong knowledge of both Windows and Mac systems, and excellent communication skills. Join us to shape and scale IT support in a dynamic organization.

Qualifications

• 5+ years of IT support experience, including 1-2 years in a lead role.
• Strong knowledge of mobile device management and SaaS platforms.
• Experience with retail systems and troubleshooting.

Responsibilities

• Manage ticket queue and SLAs for timely support.
• Develop SOPs and knowledge base articles.
• Monitor support metrics and drive improvements.

Skills

IT support experience

Knowledge of Windows/Mac environments

Communication skills

Problem-solving skills

Experience with ticketing systems

Tools

ServiceNow

Jira Service Management

Zendesk

Job description

About böhme

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.

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/off‑boarding processes, including device provisioning and access management
• Support multi‑location environments (corporate office, retail stores, distribution/fulfilment centers)
• Evaluate and implement help desk tools, automation, and self‑service capabilities

What You Bring

• 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., ServiceNow, 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

Nice to Have

• Certifications such as CompTIA A+, Network+, or ITIL Foundation
• Exposure to endpoint security and compliance practices

Success in This Role Looks Like

• 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

Why Join Us

• 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