IT Manager, End User Support

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

Who You Are:

The IT Manager, End User Support leads end-user and executive IT support services across corporate offices, with accountability for people leadership, service delivery, and operational performance. Reporting to a Senior Manager, this role manages associates providing corporate and retail store IT support across multiple IT functions, requiring strong collaboration and clear accountability in a cross-functional environment. The Manager partners closely with IT and business stakeholders to deliver a consistent, high-quality end-user experience.

What You’ll Do:

• 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.

You’ll Need to Have:

• 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.

We’d Love to See:

• Experience managing or coaching others in a corporate IT environment.
• Experience working in cross-functional IT environments.
• Exposure to ITIL concepts, service management metrics, or operational reporting.
• Ability to balance hands-on technical work with leadership and cross-team coordination responsibilities.

MK Perks:

• Generous Paid Time Off & Holiday Calendar
• Summer Fridays
• Internal Mobility Across Brands
• Cross-brand Discount
• Exclusive Employee Sales
• Fav 5 Cards (MK Discount for friends and family)
• 401k Match
• Paid Parental Leave
• Thrive Wellness Program
• Commuter Benefits
• Gym Discounts

The Company is an equal employment opportunity employer. The Company’s policy is not to unlawfully discriminate against any applicant or employee on the basis of race, color, sex, sexual orientation, gender identity, religion, national origin, age, military status, disability, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. The Company also prohibits harassment of applicants and employees based on any of these protected categories.

At Capri Holdings Limited, we are committed to providing a fair and accessible recruitment process. If you require a reasonable accommodation for the interview or application process, please contact our Talent Acquisition team at [e-mail].

In compliance with certain Pay Transparency laws, employers are required to disclose a salary range. The salary for this position will vary based on role requirements, skill set and years of experience.

About Us:

Michael Kors is a world-renowned, award-winning designer of luxury accessories and ready-to-wear. His namesake company, established in 1981, currently produces a range of products under Michael Kors Collection, Michael Kors, and Michael Kors Mens, including accessories, ready-to-wear, footwear, watches, jewelry, and a full line of fragrance products. Michael Kors stores are operated in the most prestigious cities in the world, including New York, Los Angeles, Chicago, London, Milan, Paris, Dubai, Seoul, Tokyo, Hong Kong, Shanghai, and Rio de Janeiro. In addition, Michael Kors operates digital flagships across North America, Europe, and Asia, offering customers a seamless omnichannel experience.At the center of it all is a designer who has created an enduring and iconic luxury lifestyle brand with a distinctive point of view and global reach. Michael Kors has a sharp focus on providing his customers with accessories and clothes that are consistently polished, chic, relaxed, and glamorous. Kors has also been the recipient of numerous industry awards and accolades within the fashion industry.The fashion designer also focuses on giving back. For more than 35 years he has been a passionate supporter of God’s Love We Deliver, a New York-based non-profit organization that cooks and delivers nutritious meals to people living with serious illnesses in and around New York City. In 2013, in a move to broaden his philanthropic efforts, Michael Kors launched “Watch Hunger Stop,” partnering with the United Nations World Food Programme (WFP) to help fight world hunger. Proceeds from annual special-edition products and other targeted initiatives help provide food to children through WFP’s school meals program. To date, Michael Kors has helped WFP deliver over 35 million meals (and counting) to hungry children.