Help Desk IT Team Lead

About the OpportunityThis 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, which are as follows:Preserve The Entrepreneurial SpiritTake Ownership & AccountabilityBe Solutions-OrientedDemonstrate CouragePractice AdaptabilityEmbrace 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. About The RoleThe company is looking for a proactive IT Team Lead to oversee the day-to-day operations of its internal IT helpdesk. This individual will manage a small team of IT Support Specialists, handle escalations, and partner with business stakeholders to improve employee experience and ensure timely, effective support across the organization. Key ResponsibilitiesManage and mentor a team of Tier 1 and Tier 2 support specialistsMonitor ticket queues and ensure SLA adherence and issue resolutionSupport and maintain cloud infrastructure environments (Azure, AWS, etc.)Handle escalations and provide hands-on technical support when neededMaintain and improve internal documentation and the IT knowledge baseDevelop and optimize helpdesk workflows, ticket routing rules, and automationIdentify trends in support issues and work with Tech Ops leadership on long-term solutionsCollaborate with P&O on onboarding/offboarding processesSupport endpoint management, asset lifecycle, and inventory accuracy Required Qualifications5+ years of IT support experience, with at least 1–2 years in a lead or supervisory roleStrong 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 administrationExperience creating and managing internal IT documentationExcellent communication and problem-solving skillsFamiliarity with basic scripting or automation (bonus)Prior experience in a fast-paced startup or growth-stage company (nice to have) Benefits PackageEmployee well-being is a top priority. The benefits and total compensation are designed for the whole person, caring for both the employee and their family. Wealth BenefitsCompetitive SalaryCorporate Annual Profit Sharing401K Plan Health BenefitsDental CoverageMedical CoveragePrescription Drug PlanVision CoverageHealth Savings Account (HSA)TELADOC Other BenefitsPaid Time Off (PTO)10 Company HolidaysBereavement LeaveLife InsuranceFlexible Spending Accounts (FSA)Short-Term Disability (STD)Long Term Disability (LTD)Parental Medical LeaveChild Bonding LeaveEmployee Discount Salary Range$95,000—$115,000 USD The hiring company is an equal opportunity employer committed to diversity, inclusion, and equality in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law.