Help Desk IT Team Lead

About the Opportunity

This organization is an innovative interior design company disrupting the $150 billion-dollar global interior design industry. It is a technological leader on the design frontier, constantly pushing boundaries and striving for excellence. With over 500+ employees and growing, the company is driven by a shared belief that design transforms life. The organization is dedicated to the mission of helping its customers “celebrate the feeling of home.”

The company designs and produces some of the world's most beautiful fabrics, wallcoverings, trims, furniture, and accessories. The portfolio of products is broad, but they are united by a passion for design, a thirst for what is next, an appreciation for what’s come before, and a drive to make its products with enormous care and attention to detail. The company is a globally recognized organization with many showrooms both domestically and internationally.

The competitive advantage in the industry is people. Employees are the most valuable asset. The organization is deeply anchored in its company core values:

• Preserve The Entrepreneurial Spirit
• Take Ownership & Accountability
• Be Solutions-Oriented
• Demonstrate Courage
• Practice Adaptability
• Embrace Collaboration

Employees are empowered to live these values daily because it is understood how this will positively impact the customer journey. The organization, also known as FSCO, is the parent company to many brands within its portfolio. This role is part of the largest division of the company.

Responsibilities

• Manage and mentor a team of Tier 1 and Tier 2 support specialists
• Monitor ticket queues and ensure SLA adherence and issue resolution
• Support and maintain cloud infrastructure environments (Azure, AWS, etc.)
• Handle escalations and provide hands-on technical support when needed
• Maintain and improve internal documentation and the IT knowledge base
• Develop and optimize helpdesk workflows, ticket routing rules, and automation
• Identify trends in support issues and work with Tech Ops leadership on long-term solutions
• Collaborate with P&O on onboarding/offboarding processes
• Support endpoint management, asset lifecycle, and inventory accuracy

Requirements

• 5+ years of IT support experience, with at least 1–2 years in a lead or supervisory role
• Strong experience with modern ticketing systems (e.g., Jira Service Management, Zendesk, FreshDesk)
• Solid understanding of endpoint management (macOS, Windows, MDMs like Kandji or Intune)
• Comfortable with Microsoft o365 and SaaS administration
• Experience creating and managing internal IT documentation
• Excellent communication and problem-solving skills
• Familiarity with basic scripting or automation (bonus)
• Prior experience in a fast-paced startup or growth-stage company (nice to have)

Benefits

Wealth Benefits

• Competitive Salary
• Corporate Annual Profit Sharing
• 401K Plan

Health Benefits

• Dental Coverage
• Medical Coverage
• Prescription Drug Plan
• Vision Coverage
• Health Savings Account (HSA)
• TELADOC

Other Benefits

• Paid Time Off (PTO)
• 10 Company Holidays
• Bereavement Leave
• Life Insurance
• Flexible Spending Accounts (FSA)
• Short-Term Disability (STD)
• Long Term Disability (LTD)
• Parental Medical Leave
• Child Bonding Leave
• Employee Discount

Pay

$95,000—$115,000 USD