IT Support Lead
ShipMonkShipMonk 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. 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 hire…