Lead Designer

Lead Designer

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