IT Support Lead

Implus•Durham, NC

1d•Onsite

About The Position

Implus Footcare, LLC is an industry-leading global consumer packaged goods company with 20+ brands in footwear accessories, hosiery, specialty running, fitness and movement categories. Implus is headquartered in Research Triangle Park in Durham, NC with locations in the United States, Australia, Canada, Europe, Hong Kong, and South Africa. Our brand family includes Balega, Harbinger, TriggerPoint, Perfect, Sport-Brella, DryGuy, SKLZ, RockTape, Sof Sole, Stabil, Spenco, Yaktrax, Apara, Airplus, Sneaker Balls, Sof Comfort, Little Hotties, Forcefield. From insoles, socks, and shoe care to fitness equipment and seasonal accessories, Implus' products are sold in over 80,000 retail locations across North America and in over 70 countries worldwide. At Implus we are committed to creating and sustaining an inclusive culture. We encourage & value different perspectives and are seeking an IT Support Lead who shares our commitment to inclusivity and enjoys working collaboratively with colleagues from diverse backgrounds. POSITION SUMMARY: The IT Support Lead will play a vital role in the IT organization's overall success. This position manages daily IT support operations and directly leads a team of IT Support Technicians, ensuring high-quality service delivery and rapid incident and escalation resolution. Serving as the operational captain of the helpdesk, this role carries day-to-day authority over ticket prioritization, workload assignment, team direction, and first-level performance accountability — acting as the primary point of escalation for both end users and team members before issues reach the IT Manager. This role is also responsible for engineering and maintaining a standardized, secure, and policy-compliant endpoint environment using Microsoft Intune, Apple MDM, and modern endpoint management platforms. The ideal candidate brings proven supervisory or management history, strong leadership skills, deep expertise in end-user technologies, application support, MDM protocols, and hands-on experience supporting warehouse environments.

Requirements

5+ years in IT support roles, with at least 2-3 years in a formal supervisory, lead, or management position
Demonstrated experience managing or supervising a team including performance management, coaching, and accountability — not just mentoring
Experience supporting warehouse or distribution center technology environments
Strong knowledge of M365, Microsoft Intune, Azure AD/Entra ID, and Cloud Endpoint Management platforms
Hands-on experience with PowerShell or other scripting languages for automation, reporting, and troubleshooting
Experience with Windows 10/11 and macOS device management
Understanding of networking basics (TCP/IP, DHCP, DNS, VLANs, Wi-Fi)
Experience with ITSM/ticketing systems (Service Desk Plus, Zendesk, Jira, etc.)
Excellent leadership, communication, and interpersonal skills — able to command respect from a technical team while remaining approachable to end users
Proven ability to manage competing priorities and remain calm under pressure in a fast-paced environment
High sense of urgency, ownership, and follow-through
Exceptional organization and attention to detail
Must be available to work on-site at the distribution center a minimum of 4 days per week — this role directly supports a 7-day DC operation.

Nice To Haves

Experience in a distributed or global IT environment with overseas or after-hours support teams
CompTIA A+, Network+, Security+ certifications or similar
Microsoft Certifications (Microsoft 365, Endpoint Manager, Intune)
Experience with endpoint security management and zero-trust platforms
Background that bridges helpdesk leadership with systems administration — player-coach capable of doing and directing

Responsibilities

Serve as the day-to-day operational leader of the IT Support team, directing workflow, priorities, and team activity under the direction of the IT Manager
Act as first point of escalation for end users and team members — resolving issues before they require IT Manager involvement
Assign daily tasks and manage workload distribution across the helpdesk team
Oversee daily ticket queues, ensuring timely responses, escalations, and SLA adherence
Lead, mentor, and develop IT Support Technicians to deliver exceptional customer service and world-class support
Drive a culture of accountability, collaboration, and customer-first service
Conduct team huddles and standup, maintaining team communication and alignment without requiring IT Manager presence
Coordinate scheduling, coverage, and shift needs across the helpdesk team
Provide real-time performance coaching and address team behavior or performance issues in the moment; escalate formal disciplinary matters to Senior Management
Serve as Tier 2/Tier 3 escalation point for complex technical issues affecting users across all locations
Support a broad range of technologies including Windows and Mac workstations, mobile devices, O365, Azure/Entra ID, VPN, collaboration tools, and line-of-business applications
Administer and support Microsoft Intune/JAMF Endpoint Management platforms including device enrollment, compliance policies, application deployment, profile configuration, and security baselines
Provide hands-on support for warehouse technology platforms including RF scanners and barcode/label printers
Facilitate device (laptop/workstation) setups and ensure new employees are equipped and ready from day one
Assist in management of workstation images (Windows/macOS), endpoint configurations, and automated deployments
Use scripting and automation (PowerShell or similar) to streamline routine IT tasks and improve system management consistency
Monitor system health and proactively identify recurring issues or areas for improvement
Maintain documentation, knowledge base articles, and standard operating procedures
Partner with global in-country and overseas support teams to ensure a consistent, high-quality support experience across all sites and time zones
Serve as primary escalation point for after-hours overseas support team, ensuring smooth handoffs and coverage continuity
Promote strong communication practices and customer-centric service delivery
Recommend enhancements to IT Support processes, tools, and ticketing workflows
Participate in cybersecurity awareness efforts and ensure compliance with IT policies
Partner with IT Infrastructure & Operations team to support infrastructure upgrades, system roll-outs, and network changes