Senior Tech Lead Support

Title: Senior Tech Lead Support

Location: New York

Garan Incorporated is a Berkshire Hathaway subsidiary that manufactures and sells children’s apparel, with global offices across the United States, Asia, and Central America.

Garan is seeking a Senior Tech Lead Support professional based primarily in New York who will collaborate with Tech Services Support teams globally. The role provides hands‑on end‑user support for desktop and laptop systems in a mixed Windows and Mac environment, supports users across Garan locations, promotes best practices for endpoint support, and enables the effective use of modern productivity and AI tools through automation and continuous improvement.

The Senior Tech Lead Support is employee‑experience focused and serves as a subject matter expert, communicating effectively with users at all levels of the organization, including senior leadership. Success in this role requires initiative, collaboration with the Help Desk Manager, and strong partnership across the broader technology organization.

This position is ideal for a professional with leadership potential, curiosity, and a collaborative mindset, who is committed to delivering high‑quality user support and technical expertise within their areas of responsibility.

Duties and Responsibilities

• Provide hands‑on end‑user support for Windows and Mac desktops, laptops, and peripherals via phone, email, remote‑assistance tools, and onsite support.
• Administer and support macOS hardware and operating systems, including Apple product integration within a mixed Windows/Mac environment.
• Install, image, configure, upgrade, repair, and maintain endpoint hardware, operating systems, applications, and security tools.
• Deploy and manage software updates, patches, and upgrades across Mac and Windows endpoints.
• Support and troubleshoot Microsoft 365 applications and approved productivity tools; deliver end‑user training and documentation as needed.
• Support and troubleshoot AI‑powered tools and platforms; leverage AI and automation to improve troubleshooting, documentation, and support efficiency.
• Use ServiceNow to manage incidents, requests, problems, and changes; document resolutions and ensure tickets meet SLA requirements.
• Track, analyze, and report ticket trends and recurring issues using ServiceNow reporting.
• Maintain accurate asset, lifecycle, inventory, and configuration records, including CMDB updates and spare‑parts inventory.
• Recommend and help implement system and technology improvements to enhance reliability, security, and user experience.
• Provide remote support to users at other Garan locations and participate in help desk rotation, including after‑hours or weekend support as required.
• 5 days in-office with occasional after hours and weekend support shifts
• Limited travel to other Garan offices (as needed)

Preferred Qualifications

• Experience supporting Microsoft Exchange and enterprise business applications.
• Experience using Microsoft Copilot or similar tools to improve end‑user productivity and workflows.
• Experience with mobile and endpoint management solutions (MDM/UEM).
• Comfortable supporting and communicating with senior leadership and C‑level executives.
• Experience supporting Microsoft Teams and Zoom meetings, including conference room hardware (e.g., Neat Bar).
• Experience onboarding new users.

Knowledge, Skills, and Abilities

• Strong knowledge of macOS administration, imaging, and directory services.
• Experience supporting Windows 10/11 and Microsoft 365 applications.
• Strong understanding of AI technologies and their application in end‑user support.
• Experience with Mac MDM tools; Kandji and Jamf
• Basic TCP/IP troubleshooting skills.
• Working knowledge of Adobe Creative Cloud.
• Experience supporting high‑end color printers.
• Working knowledge of remote connectivity tools (e.g., RDP, VPN).
• Strong understanding of hardware and software asset management practices.
• Advanced knowledge of PC and Mac operating systems and hardware.
• Strong working knowledge of ServiceNow ITSM, including ticket lifecycle and workflows.
• Familiarity with ServiceNow CMDB and IT asset management practices.
• Strong communication skills and the ability to work effectively with employees at all levels.
• Ability to work independently with minimal supervision and adapt to new responsibilities.

Credentials and Experience

• Bachelor’s degree in a computer‑related field.
• 3 to 5 years of experience

Salary

Starting at $100,000/year.