{"id":1192397,"url":"https://alion.io/job/shipmonk-it-support-lead","title":"IT Support Lead","company":{"id":684961,"name":"ShipMonk","domain":"shipmonk.com","url":"https://alion.io/company/shipmonk","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":80,"open_postings":14,"ghost_share":0,"stale_share":0.786,"repost_share":0,"time_to_fill_p50_days":56,"computed_at":"2026-09-26T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pittston, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":57000,"max_usd":131000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":28},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Asana","optional":false},{"name":"Okta","optional":false},{"name":"Slack","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Zapier","optional":false}],"status":"live","first_seen_at":"2026-09-24T14:53:38Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-09-26T23:46:54Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"ShipMonk 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.\nWe 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.\nWhat you'll do\nTeam leadership & escalation\nLead, mentor, and schedule a team of IT Support Specialists across corporate and warehouse locations, setting priorities and reviewing quality of work.\nServe 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.\nOwn on-call coverage and incident response for site-down or safety-impacting IT/OT issues, including after-hours and weekend escalations during peak season.\nConduct 1:1s, performance check-ins, and skills development planning for direct reports; participate in hiring and onboarding of new support staff.\nIT operations & systems\nOwn support and administration of core platforms: Slack, Asana, G-Suite (including Admin Console), and Microsoft admin tools, and Okta identity/access management.\nOversee device inventory and lifecycle programs (SnipeIT, Miradore, Mosyle, SimpleMDM), ensuring asset records, MDM enrollment, and hardware standards stay accurate and current.\nOwn 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.\nOversee 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.\nOwn 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.\nTicket queue, SLAs & documentation\nOwn IT helpdesk queue health in Asana: triage, staffing coverage, categorization standards, and SLA performance; report on trends and recurring issues to reduce repeat tickets.\nMaintain and continuously improve documentation standards for IT assets, configurations, and support procedures (SnipeIT records, HelpDocs articles, site trackers).\nIdentify, propose, and implement workflow automation (Asana ticket automation, Slack/Zapier integrations) to reduce manual handling and improve tracking across the team.\nProjects, vendors & cross-site coordination\nPlan 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).\nManage 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.\nCollaborate with remote/global IT teams (infrastructure and security compliance) as the site-level owner for escalations, audits, and compliance walks (e.g., GMP).\nPartner with HR and Operations leadership on hardware forecasting for new hires, workforce ramp-ups, and site expansions.\nSecurity, compliance & metrics\nSupport 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).\nOwn 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.\nIdentify 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.\nPeople & team development\nFacilitate training IT Support Specialists regarding standard operational duties and core responsibilities.\nRun 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.\nEnsure a smooth handoff of ownership when team members transition off a project or leave the company, so in-flight work doesn't stall.\nWhat you'll need\n4+ 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.\nStrong understanding of G-Suite (including Admin Console), Microsoft admin tools, and Slack/Zoom, at an administrative level.\nExperience managing MDM platforms such as Miradore, Mosyle, or SimpleMDM, and identity management via Okta.\nExperience with asset tracking tools (e.g., SnipeIT, Asset Panda) and ownership of hardware lifecycle programs.\nHands-on experience troubleshooting and RMA'ing rugged mobile devices/scanners (e.g., Zebra TC-series) and label/receipt printers.\nExperience with physical security/access platforms (Avigilon, UniFi, OpenPath) strongly preferred.\nProven ability to manage a ticket queue in a project-management tool (Asana) with attention to SLA, categorization, and team workload balancing.\nDemonstrated ability to lead and develop people: setting expectations, coaching, and handling performance conversations.\nExperience managing vendor relationships and coordinating multi-site technical projects, including new-site IT/network readiness (server rooms, UPS, security zones).\nFamiliarity with identity/access security practices (Okta, MFA/passkeys) and comfort running or supporting periodic access audits.\nExperience using ticket/SLA data to drive process improvements, rather than only working tickets reactively.\nExcellent troubleshooting, communication, and organizational skills, with the ability to prioritize across concurrent warehouse and corporate demands and to stay calm during business-critical outages.\nAbility to work independently on-site and be available for occasional after-hours or peak-season escalations.\nWe are exceptionally proud of our dedicated, brilliant ShipMonkers - the employees who collaborate to provide first-class service, solve problems, and work together to get the job done. We work hard and have fun at work while prioritizing growth, innovation, and diversity as key values. When we add new positions at ShipMonk, we define the role 80% and look for talented individuals who can join the team, run fast, and co-create the other 20% of their job. We need our team to get engaged from Day 1 to do the work and define the work that will make us successful in the near and long term.\nAbout ShipMonk\nShipMonk isn't just a 3PL; we're a growth partner for merchants. We provide cutting-edge technology and a network of owned and operated fulfillment centers that empower high-growth ecommerce and DTC brands to stress less and grow more. With over 2,500 employees across five countries, we're on a mission to revolutionize fulfillment by providing everything from the fastest click-to-delivery and real-time inventory to custom solutions-all with a merchant -first mindset.\nWhy ShipMonk?\nWe 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.\nGlobal 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.\nUnrivaled 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.\nTransparent Pricing: We believe in honest, long-term partnerships. Our all- inclusive pricing means predictable costs, with no hidden fees or surprises.\n•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.\n\nOur Core Values\nOur values are the heart of our culture. We're looking for individuals who embody these principles every day.\nMerchant-first: We handle the logistics so our merchants can focus on what they do best-growing their business.\nPeople make ShipMonk: We believe in our team and invest in our people.\nOwn it: We take ownership of our work, our mistakes, and our successes.\nGet sh*t done: We're a fast-paced, high-growth company that values action and results.\n Change the score: We challenge the status quo, constantly innovating and improving.\nShipMonk is an equal opportunity employer. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.","description_format":"text","description_chars":9909,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Commerce","Transportation & Logistics","Logistics"],"lifecycle":[{"event":"open","at":"2026-09-24T17:16:36Z"}],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":1,"expected_fill_days":56,"reasons":["conf:3","stale_co","velocity","win:early"],"computed_at":"2026-09-26T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/shipmonk-it-support-lead","json_url":"https://alion.io/job/shipmonk-it-support-lead.json","meta":{"generated_at":"2026-09-27T00:10:31Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":113,"day_limit":5000,"remaining_today":4887,"minute_limit":60,"resets_at":"2026-09-28T00:00:00Z"}}}