IT Support Lead

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.