IT Support Lead

ShipMonk • Pittston, PA

9d • Onsite

About The Position

ShipMonk is seeking an experienced IT Lead to own day-to-day IT operations across its office and warehouse environments and to guide the team of IT Support Specialists who keep them running. This is a hands-on leadership role where you will troubleshoot 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.

Requirements

• 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.
• 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.

Nice To Haves

• Experience with physical security/access platforms (Avigilon, UniFi, OpenPath) strongly preferred.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Benefits

• We believe in building for the long term, and our success is powered by five key differentiators that help us become true partners to our merchants.
• Global Fulfillment Network: Our 12+ owned and operated fulfillment centers span the US, Canada, the U.K., and Mainland Europe. We never outsource, ensuring quality and consistency.
• Proprietary Technology: We've eliminated the need for tribal knowledge with our AI-powered platform. It provides a real-time, unified view of inventory and orders, giving our merchants the control and visibility they need to succeed.
• Unrivaled Support: We provide hands-on, "mom and pop" support with a global reach. Our dedicated teams are on-site at every fulfillment center, ready to jump into action.
• Transparent Pricing: We believe in honest, long-term partnerships. Our all- inclusive pricing means predictable costs, with no hidden fees or surprises.
• Committed to the Future: We invest over $10 million annually in research and development to ensure our technology and services continually evolve, helping merchants plant roots with a partner who is here to stay.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed