# IT Support Lead

**Company**: ShipMonk
**Location**: Pittston, Pennsylvania
**Work arrangement**: onsite
**Experience**: senior
**Job type**: full-time
**Category**: IT
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/shipmonk/jobs/4983864101?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_dded9947-9e5

## Description

ShipMonk is seeking an experienced IT Lead to own day-to-day IT operations across office and warehouse environments and guide a team of IT Support Specialists.

**Job Responsibilities:**

- Team leadership & escalation: Lead, mentor, and schedule a team of IT Support Specialists, serving as the primary escalation point for complex issues, and conducting 1:1s and performance check-ins.

- IT operations & systems: Own support and administration of core platforms, oversee device inventory and lifecycle programs, and manage end-to-end onboarding/offboarding lifecycles.

- Ticket queue, SLAs & documentation: Own IT helpdesk queue health, maintain documentation standards, and identify areas for workflow automation.

- Projects, vendors & cross-site coordination: Plan and lead multi-site initiatives, manage vendor relationships, and collaborate with remote/global IT teams.

- Security, compliance & metrics: Support identity and access security programs, track SLA performance, and identify process gaps.

- People & team development: Facilitate training, run regular 1:1s, and ensure a smooth handoff of ownership when team members transition.

**Requirements:**

- 4+ years of IT support experience in a mixed warehouse and corporate environment, including 1-2 years in a lead, senior, or supervisory capacity.

- Strong understanding of G-Suite, Microsoft admin tools, and Slack/Zoom.

- Experience managing MDM platforms, asset tracking tools, and physical security/access platforms.

- Proven ability to manage a ticket queue, lead and develop people, and coordinate multi-site technical projects.

**About ShipMonk:** ShipMonk is a growth partner for merchants, providing cutting-edge technology and a network of owned and operated fulfillment centers.

## Skills

### Required
- G-Suite administration
- Microsoft admin tools
- Slack administration
- MDM platform management
- Asset tracking
- Physical security/access platforms
- Ticket queue management
- Leadership and team development
- Multi-site technical project coordination
- Identity and access security programs

### Nice to have
- Experience with Avigilon, UniFi, OpenPath
- Familiarity with Okta administration
- Experience using ticket/SLA data to drive process improvements

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/shipmonk/jobs/4983864101?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)