IT Manager, End-User Support
Michael Kors is hiring an IT Manager, End-User Support in New York, NY to lead end-user and executive IT support across corporate and retail environments.
Overview
Michael Kors is a global luxury lifestyle brand known for accessible, modern American fashion and a substantial retail and corporate footprint. As part of Capri Holdings, Michael Kors operates across design, wholesale and retail channels and cultivates a fast-paced, brand-driven environment that blends creative merchandising with enterprise operations.
Role & Responsibilities
- Lead, coach and manage a team of end-user support associates with full accountability for performance, engagement and career development.
- Own end-user support service delivery across corporate offices and retail store environments, ensuring timely resolution of incidents, service requests and escalations.
- Set priorities and align workloads with peer IT managers and service owners, defining escalation paths and service standards in a cross-functional IT environment.
- Manage staffing models, hybrid schedules and on-call coverage to meet service-level targets and business requirements.
- Act as an escalation point for complex technical incidents and executive-level support, maintaining white-glove standards for senior stakeholders.
- 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.
- Use ServiceNow to manage incidents, requests, changes and knowledge content and review service metrics to drive continuous improvement.
- Ensure documentation, security controls and change management practices are maintained and enforced.
- Travel regularly between New York City and New Jersey offices to support operations and stakeholder needs.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science or related field, or equivalent practical experience.
- Minimum 5 years of corporate end-user support experience, including supporting senior leaders and executives.
- At least 1 year in a lead or supervisory role with direct responsibility for guiding others.
- Strong working knowledge of Windows and macOS environments, networking fundamentals and endpoint management.
- Practical experience with Microsoft 365, ServiceNow, VPN technologies and enterprise software deployments.
- Excellent verbal and written communication, customer service orientation and organizational skills.
Skills
Experience
5+ years of corporate end-user support experience, including hands-on support for senior leadership; at least 1 year in a supervisory or lead capacity.
Education
Bachelor’s degree in Information Technology, Computer Science, or related field — or equivalent practical experience.
Benefits
Generous paid time off & holiday calendar; Summer Fridays; internal mobility across brands; cross-brand discount; exclusive employee sales; Fav 5 Cards (friends & family discount); 401(k) match; paid parental leave; Thrive wellness program; commuter benefits; gym discounts.
Culture
The workplace balances creative fashion-driven energy with structured corporate operations. Teams operate in a fast-paced, collaborative environment that values cross-functional partnership, internal mobility and a customer-focused service ethos typical of global luxury retail brands.