Michael Kors IT Manager, End-User Support

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.

Workplace

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.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.