IT Support Lead

Implus

About The Position

The IT Support Lead will play a vital role in the IT organization’s overall success. The IT Support Lead manages daily IT support operations and a team of IT Support Technicians, ensuring high-quality service delivery and rapid incident and escalation resolution. This role is 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 strong leadership skills, expertise in end-user technologies, application support, MDM protocols, and hands-on experience supporting warehouse environments.

Requirements

3–5 years in IT support roles, with at least 1–2 years in a supervisory or lead position
Experience supporting warehouse technology
Strong knowledge of M365, Microsoft Intune, Azure AD/Entra ID, and Cloud Endpoint Management and Common Productivity Tools
Hands-on experience using PowerShell or other scripting languages for automation, reporting, and troubleshooting purposes
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 and communication skills
Problem-solver who thrives in a fast-paced environment and can manage competing priorities
High sense of urgency, ownership, and follow-through
Exceptional organization and attention to detail

Nice To Haves

Experience providing a distributed or global IT environment
Comp TIA A+, Network+, Security+ Certifications or similar
Microsoft Certifications (Microsoft 365; Endpoint Manager ; Intune)
Experience with endpoint security management, zero-trust platforms.

Responsibilities

Team Leadership Lead, mentor, and develop IT Support team members to deliver exceptional customer service and world-class support
Oversee daily ticket queues, ensuring timely responses, escalations, and SLA adherence
Manage scheduling and workload distribution, and provide input on performance evaluations for IT Support staff
Drive a culture of accountability, collaboration, and customer service
Serve as Tier 2/Tier 3 escalation for complex technical issues affecting global users
Support a broad range of technologies, including Windows and Mac workstations, mobile devices, O365, VPN, collaboration tools, and line-of-business applications
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 to start their Implus journey
Administer and support Microsoft Intune/JAMF Endpoint Mgmt. platforms, including device enrollment, compliance policies, application deployment, profile configuration, and security baselines.
Use scripting and automation to streamline routine IT tasks to enhance support processes and improve system management and consistency.
Assist in the management of workstation images (Windows/MacOS), endpoint configurations, and automated deployments.
Maintain documentation, knowledge base articles, and standard operating procedures
Partner with global in-country support teams to ensure a consistent, high-quality support experience for users across all global sites and time zones
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