böhme

IT Help Desk Lead

böhme  •  Draper, UT (Onsite)  •  1 month ago
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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.

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
böhme

About böhme

MEET THE BÖHME SISTERS

Raised in Rio De Janeiro, Brazil, we moved to Utah at only 9 years of age. Vivien was always interested in numbers and could make a financial spread sheet at age 11, proving to our parents they could indeed afford a bicycle... and Fernanda was always creative and built artistic displays. With the usual struggles of an immigrant family new to the U.S., work was inevitable from an early age. Years later, after the stars aligned and our auras were the right color, our hard work paid off with opening a women’s fashion apparel business.

As a startup, we had to bootstrap our way through things and be creative with what we had. We only had a credit card to fund us along with some faith. Soon, Böhme became #1 for sales per sq. ft. and the chain grew into multiple stores. The thing we learned most over the years in business was to trust our gut feeling. In Böhme, we value creativity above all other business skills; breaking all the rules along the way.

Today the chain has grown to 16 store locations throughout the Midwest, along with an online store. We were named Top Women-Run Business, listed in Inc.500 Fastest Growing Companies, The Wall Street Journal, Forbes, Us Weekly, Salt Lake Magazine, Utah Business and Cosmopolitan Magazine. Recently named one of the Wasatch Front Top Workplaces, our company employs over 200 women. As a core foundation to invest in our communities, Böhme donates yearly to battered women’s shelters.

Our passion for success still drives our company today.

Beijos! xoxo

Industry
Fashion & Apparel
Company Size
201-500 employees
Headquarters
Draper, Ut
Year Founded
2007
Website
bohme.com
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