IT Manager, End User Support

Michael Kors

20h

About The Position

Michael Kors is always interested in hearing from talented, globally-minded individuals with a passion for fashion. If you enjoy working in a creative, fast-paced environment, then we would love to hear from you! — Who You Are: The IT Manager, End User Support leads end-user and executive IT support services across corporate offices, with accountability for people leadership, service delivery, and operational performance. Reporting to a Senior Manager, this role manages associates providing corporate and retail store IT support across multiple IT functions, requiring strong collaboration and clear accountability in a cross-functional environment. The Manager partners closely with IT and business stakeholders to deliver a consistent, high-quality end-user experience. What You'll Do: Lead, coach, and manage a team of end-user support associates, with full accountability for performance, engagement, and development. Set priorities and expectations in a cross-functional environment, partnering with peer IT managers and service owners to align workloads, standards, and escalation paths. Manage staffing models, hybrid schedules, and on-call coverage to meet service-level and business requirements. Own end-user support service delivery across corporate and retail store IT environments, ensuring timely resolution of incidents, requests, and escalations. Act as an escalation point for complex issues and executive-level support needs, including oversight of white-glove support standards. Maintain accountability for service quality, user experience, and effective collaboration across IT functions. Oversee end-user technology environments, including Windows and macOS devices, Microsoft 365, collaboration tools, conference room AV, and endpoint lifecycle management. Coordinate vendors and third parties for repairs, installations, office moves, and technology upgrades. Travel regularly between NYC/NJ offices to support operations and stakeholder needs. Use ServiceNow to manage incidents, requests, changes, and knowledge content. Review service metrics and trends to drive continuous improvement and reduce recurring issues. Ensure documentation, security controls, and change management practices are followed.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent practical experience).
5+ years of corporate end-user support experience, including experience supporting senior leaders.
At least 1 year in a lead or supervisory role with responsibility for guiding others.
Strong working knowledge of Windows and macOS environments, networking fundamentals, and endpoint management.
Experience with Microsoft 365, ServiceNow, VPN technologies, and enterprise software.
Excellent communication, customer service, and organizational skills.

Nice To Haves

Experience managing or coaching others in a corporate IT environment.
Experience working in cross-functional IT environments.
Exposure to ITIL concepts, service management metrics, or operational reporting.
Ability to balance hands-on technical work with leadership and cross-team coordination responsibilities.

Responsibilities

Lead, coach, and manage a team of end-user support associates, with full accountability for performance, engagement, and development.
Set priorities and expectations in a cross-functional environment, partnering with peer IT managers and service owners to align workloads, standards, and escalation paths.
Manage staffing models, hybrid schedules, and on-call coverage to meet service-level and business requirements.
Own end-user support service delivery across corporate and retail store IT environments, ensuring timely resolution of incidents, requests, and escalations.
Act as an escalation point for complex issues and executive-level support needs, including oversight of white-glove support standards.
Maintain accountability for service quality, user experience, and effective collaboration across IT functions.
Oversee end-user technology environments, including Windows and macOS devices, Microsoft 365, collaboration tools, conference room AV, and endpoint lifecycle management.
Coordinate vendors and third parties for repairs, installations, office moves, and technology upgrades.
Travel regularly between NYC/NJ offices to support operations and stakeholder needs.
Use ServiceNow to manage incidents, requests, changes, and knowledge content.
Review service metrics and trends to drive continuous improvement and reduce recurring issues.
Ensure documentation, security controls, and change management practices are followed.