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ShipMonk is seeking an experienced IT Support Lead to own day-to-day IT operations across office and warehouse environments while leading a team of IT Support Specialists. This is a hands-on leadership role combining technical troubleshooting with team management and strategic IT operations.
Key Responsibilities:
Team Leadership & Escalation: Lead, mentor, and schedule a team of IT Support Specialists across corporate and warehouse locations. Serve as the primary escalation point for complex or business-critical issues including network outages, PLC/gateway problems, conveyor and sortation system connectivity, and multi-site infrastructure problems. 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. Conduct 1:1s, performance check-ins, and skills development planning for direct reports; participate in hiring and onboarding.
IT Operations & Systems: Own support and administration of core platforms including Slack, Asana, G-Suite (Admin Console), Microsoft admin tools, and Okta identity/access management. Oversee device inventory and lifecycle programs (SnipeIT, Miradore, Mosyle, SimpleMDM). Own the end-to-end onboarding/offboarding lifecycle: hardware staging and shipping, account/access provisioning, and offboarding. Oversee handheld scanner (Zebra TC-series) and label/receipt printer fleets (Zebra ZD/ZT series) at a program level, including vendor RMA relationships and spare-parts strategy. Own physical security and access systems: Avigilon cameras/NVRs, UniFi network and access, and OpenPath badge/door access.
Ticket Queue & Documentation: Own IT helpdesk queue health in Asana: triage, staffing coverage, categorization standards, and SLA performance. Maintain and continuously improve documentation standards for IT assets, configurations, and support procedures. Identify, propose, and implement workflow automation (Asana ticket automation, Slack/Zapier integrations).
Projects & Vendor Management: 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. Manage relationships with hardware, printer, scanner, MDM, and physical-security vendors. Collaborate with remote/global IT teams on escalations, audits, and compliance walks (e.g., GMP). Partner with HR and Operations on hardware forecasting for new hires and site expansions.
Security & Compliance: Support identity and access security programs: Okta administration, passkey/MFA enrollment drives, and periodic privileged-access audits. Own data-driven ticket queue health and Problem Management practices to root-cause recurring incidents. Identify and correct process gaps such as non-IT requests contaminating the IT queue.
People & Team Development: Facilitate training for IT Support Specialists on standard operational duties. Run regular 1:1s, identify skill gaps, and help design training to close them. Ensure smooth handoffs when team members transition.
Requirements:
- 4+ years of IT support experience in a mixed warehouse and corporate environment, including at least 1-2 years in a lead, senior, or supervisory capacity
- Strong understanding of G-Suite (including Admin Console), Microsoft admin tools, and Slack/Zoom at an administrative level
- Experience managing MDM platforms such as Miradore, Mosyle, or SimpleMDM, and identity management via Okta
- Experience with asset tracking tools (e.g., SnipeIT, Asset Panda) and ownership of hardware lifecycle programs
- Hands-on experience troubleshooting and RMA'ing rugged mobile devices/scanners (e.g., Zebra TC-series) and label/receipt printers
- Experience with physical security/access platforms (Avigilon, UniFi, OpenPath) strongly preferred
- Proven ability to manage a ticket queue in a project-management tool (Asana) with attention to SLA, categorization, and team workload balancing
- Demonstrated ability to lead and develop people: setting expectations, coaching, and handling performance conversations
- Experience managing vendor relationships and coordinating multi-site technical projects, including new-site IT/network readiness (server rooms, UPS, security zones)
- Familiarity with identity/access security practices (Okta, MFA/passkeys) and comfort running or supporting periodic access audits
- Experience using ticket/SLA data to drive process improvements, rather than only working tickets reactively
- Excellent troubleshooting, communication, and organizational skills, with the ability to prioritize across concurrent warehouse and corporate demands and stay calm during business-critical outages
- Ability to work independently on-site and be available for occasional after-hours or peak-season escalations
