IT Support Lead

<div class="content-intro"><p></p> <p data-pm-slice="1 1 []">ShipMonk isn't just a 3PL — we're the tech-powered growth partner for ecommerce brands, running 12+ owned fulfillment centers across the US, Canada, the UK, and Europe so our merchants can stress less and grow more.</p> <p></p></div><p>We are seeking an experienced IT Lead to own day-to-day IT operations across our office and warehouse environments and to guide the team of IT Support Specialists who keep them running. This is a hands-on leadership role: you'll still be in the trenches troubleshooting hardware, systems, and network issues, while also owning escalations, vendor relationships, cross-site projects, and the processes that make the support function scale. The ideal candidate has several years of experience supporting a mixed warehouse and corporate environment, has already been the person others escalate to, and is ready to take ownership of the site's IT roadmap, staffing, and standards.</p> <p><strong>What you'll do</strong></p> <p><strong>Team leadership & escalation</strong></p> <ul> <li>Lead, mentor, and schedule a team of IT Support Specialists across corporate and warehouse locations, setting priorities and reviewing quality of work.</li> <li>Serve as the primary escalation point for complex or business-critical issues (e.g., network/PLC/gateway outages, conveyor and sortation system connectivity, multi-site infrastructure problems) that specialists can't resolve independently.</li> <li>Own on-call coverage and incident response for site-down or safety-impacting IT/OT issues, including after-hours and weekend escalations during peak season.</li> <li>Conduct 1:1s, performance check-ins, and skills development planning for direct reports; participate in hiring and onboarding of new support staff.</li> </ul> <p><strong>IT operations & systems</strong></p> <ul> <li>Own support and administration of core platforms: Slack, Asana, G-Suite (including Admin Console), and Microsoft admin tools, and Okta identity/access management.</li> <li>Oversee device inventory and lifecycle programs (SnipeIT, Miradore, Mosyle, SimpleMDM), ensuring asset records, MDM enrollment, and hardware standards stay accurate and current.</li> <li>Own the end-to-end onboarding/offboarding lifecycle for the site: hardware staging and shipping, account/access provisioning, and offboarding (hardware recovery, access removal, data handling), and continuously improve those workflows.</li> <li>Oversee the handheld scanner (Zebra TC-series) and label/receipt printer fleets (Zebra ZD/ZT series label printers) at a program level: vendor RMA relationships, spare-parts and backstock strategy, and loss-prevention practices.</li> <li>Own physical security and access systems at the site: Avigilon cameras/NVRs, UniFi network and access, and OpenPath badge/door access, including access-policy decisions and vendor coordination.</li> </ul> <p><strong>Ticket queue, SLAs & documentation</strong></p> <ul> <li>Own IT helpdesk queue health in Asana: triage, staffing coverage, categorization standards, and SLA performance; report on trends and recurring issues to reduce repeat tickets.</li> <li>Maintain and continuously improve documentation standards for IT assets, configurations, and support procedures (SnipeIT records, HelpDocs articles, site trackers).</li> <li>Identify, propose, and implement workflow automation (Asana ticket automation, Slack/Zapier integrations) to reduce manual handling and improve tracking across the team.</li> </ul> <p><strong>Projects, vendors & cross-site coordination</strong></p> <ul> <li>Plan and lead multi-site initiatives such as MDM rollouts, AV/conference room builds, new-site launches (IDF/server room setup, UPS management, security-zone and camera planning), and peak-season readiness (hardware forecasting, procurement, and staffing).</li> <li>Manage relationships with hardware, printer, scanner, MDM, and physical-security vendors, including evaluating and negotiating new platforms (e.g., piloting consolidated MDM solutions), quoting, purchasing decisions, and escalated support cases.</li> <li>Collaborate with remote/global IT teams (infrastructure and security compliance) as the site-level owner for escalations, audits, and compliance walks (e.g., GMP).</li> <li>Partner with HR and Operations leadership on hardware forecasting for new hires, workforce ramp-ups, and site expansions.</li> </ul> <p><br><br></p> <p><strong>Security, compliance & metrics</strong></p> <ul> <li>Support identity and access security programs: Okta administration, passkey/MFA enrollment drives, and periodic privileged-access audits across core SaaS platforms (admins, license counts, service accounts, SSO connection status).</li> <li>Own data-driven ticket queue health: track SLA performance against target, drive down uncategorized/unassigned tickets, and stand up lightweight Problem Management practices to root-cause recurring incidents (e.g., repeat printer or hardware failures) instead of only closing individual tickets.</li> <li>Identify and correct process gaps, such as non-IT requests contaminating the IT queue or tickets from departed employees going unassigned, and put routing/ownership fixes in place.</li> </ul> <p><strong>People & team development</strong></p> <ul> <li>Facilitate training IT Support Specialists regarding standard operational duties and core responsibilities.</li&gt