IT Support Lead

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.

What you'll do

Team leadership & escalation

• Lead, mentor, and schedule a team of IT Support Specialists across corporate and warehouse locations, setting priorities and reviewing quality of work.
• 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.
• 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 of new support staff.

IT operations & systems

• Own support and administration of core platforms: Slack, Asana, G-Suite (including Admin Console), and Microsoft admin tools, and Okta identity/access management.
• Oversee device inventory and lifecycle programs (SnipeIT, Miradore, Mosyle, SimpleMDM), ensuring asset records, MDM enrollment, and hardware standards stay accurate and current.
• 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.
• 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.
• 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.

Ticket queue, SLAs & documentation

• 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.
• Maintain and continuously improve documentation standards for IT assets, configurations, and support procedures (SnipeIT records, HelpDocs articles, site trackers).
• Identify, propose, and implement workflow automation (Asana ticket automation, Slack/Zapier integrations) to reduce manual handling and improve tracking across the team.

Projects, vendors & cross-site coordination

• 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).
• 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.
• Collaborate with remote/global IT teams (infrastructure and security compliance) as the site-level owner for escalations, audits, and compliance walks (e.g., GMP).
• Partner with HR and Operations leadership on hardware forecasting for new hires, workforce ramp-ups, and site expansions.

Security, compliance & metrics

• 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).
• 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.
• 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.

People & team development

• Facilitate training IT Support Specialists regarding standard operational duties and core responsibilities.
• Run regular 1:1s, identify skill gaps across the team (e.g., networking or advanced troubleshooting), and help design and roll out training to close them.
• Ensure a smooth handoff of ownership when team members transition off a project or leave the company, so in-flight work doesn't stall.

What you'll need

• 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 to stay calm during business-critical outages.
• Ability to work independently on-site and be available for occasional after-hours or peak-season escalations.

We are exceptionally proud of our dedicated, brilliant ShipMonkers — the employees who collaborate to provide first-class service, solve problems, and work together to get the job done. We work hard and have fun at work while prioritizing growth, innovation, and diversity as key values. When we add new positions at ShipMonk, we define the role 80% and look for talented individuals who can join the team, run fast, and co-create the other 20% of their job. We need our team to get engaged from Day 1 to do the work and define the work that will make us successful in the near and long term.