Help Desk IT Team Lead

Schumacher & Co. is an innovative interior design company disrupting the $150 billion-dollar global interior design industry. We are a technological leader on the design frontier, constantly pushing boundaries and striving for excellence. With over 500+ employees and growing, we are driven by a shared belief that design transforms life. We are dedicated to the mission of helping our customers “celebrate the feeling of home.” Schumacher designs and produces some of the world's most beautiful fabrics, wallcoverings, trims, furniture, and accessories. Our 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 our products with enormous care and attention to detail. Schumacher is a globally recognized company with many showrooms both domestically and internationally.

Our competitive advantage in the industry is people. Our employees are our most valuable asset. F. Schumacher & Co is deeply anchored in our company core values ,which are as follows:

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

We empower our employees to live these values daily because we understand how it will positively impact the customer journey. F. Schumacher & Co., also known as FSCO, is the parent company to many brands within our portfolio. This role is part of Schumacher North America, which is the largest division of the company.

We’re looking for a proactive IT Team Lead to oversee the day-to-day operations of our internal IT helpdesk. You’ll 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.

• →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

• 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)