IT Help Desk Lead

Bohme, Inc; Draper (UT); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation

Growth opportunities

Collaborative environment

Job summary

Bohme, Inc in Draper, Utah is seeking a Lead Designer to manage the creative vision and product direction. The candidate will oversee IT support operations, lead technical execution in a collaborative environment, and ensure high-quality user experience across the organization. Applicants should have 5+ years of experience in IT support and strong leadership skills, with a customer-first approach. Join us for a competitive compensation package and growth opportunities.

Qualifications

• 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, and common SaaS platforms.
• Excellent communication skills with a customer-first mindset.

Responsibilities

• Manage ticket queue, SLAs, and escalation workflows to maintain responsiveness.
• Serve as the primary escalation point for complex technical issues.
• Develop and document standard operating procedures (SOPs) and troubleshooting guides.

Skills

IT support experience

Windows/Mac environments

Mobile device management (MDM)

Retail systems

Networking basics

Problem-solving skills

Excellent communication

Tools

ServiceNow

Jira Service Management

Zendesk

Job description

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

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