IT Support Lead

We need to output HTML fragment with sections: About the role? Actually the posting includes description. We need to use

for section headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must only include sections when posting has real specific content. We need to preserve all substantive information, not invent. We need to parse the posting: It includes intro paragraph about ShipMonk, then "What You'll Do" (responsibilities), then "What You'll Need" (requirements/qualifications/skills). Then some company culture paragraphs, About ShipMonk, Why ShipMonk?, Our Core Values, etc. Those are not required sections but could be considered "About the role"? Actually "About the role" could be the intro describing role. But we have "What You'll Do" which is responsibilities. "What You'll Need" is requirements. There's no explicit Benefits, Pay, Schedule. So we should not create those sections. We need to include sections: maybe "About the role" (intro), "Responsibilities" (What You'll Do), "Requirements" (What You'll Need). Possibly also "Skills" but that overlaps with requirements. The instruction: Use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We should include only those with real content. So we can have About the role (intro paragraph), Responsibilities (What You'll Do), Requirements (What You'll Need). Possibly also Skills? But we can embed skills within Requirements. Better to keep Requirements covering both qualifications and skills. We must not repeat job title as heading. No Job ID etc. We need to use

• for any list of duties/requirements/benefits, and

  for prose. We need to preserve all substantive information. So we need to convert the bullet-like sentences into list items. The "What You'll Do" section contains multiple bullet-like sentences each starting with a bold heading? Actually they are sentences with colon headings: "Team leadership & escalation Lead, mentor, and schedule..." etc. We need to break into list items. Probably each bold heading is a subsection; we can make each as list item with the content. Similarly "What You'll Need" has many bullet-like sentences each starting with bold phrase. We need to preserve all details. We must remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. At the end there is EEO statement; we should remove that. Also remove "We are exceptionally proud..." etc? That's company culture; maybe we keep as part of About the role? But it's not specific to role; it's generic. The instruction: Preserve ALL substantive information; do NOT invent or summarize away detail. Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The culture paragraphs might be considered not boilerplate but still part of posting. However they are not specific to role; but they are substantive info about company. Should we keep? The instruction says preserve ALL substantive information; but also we should only include sections when posting has real specific content for it. The culture paragraphs are substantive but not role-specific. Could be placed under "About the role" maybe? But they'd be more about company. Might be okay to include as part of About the role? However the intro already describes role and company. The later paragraphs about ShipMonk, Why ShipMonk?, Core Values are more company overview. Might be considered substantive but not role-specific. The instruction doesn't forbid including them; we just need to not create sections with filler. We could include them under About the role as prose. But we must not repeat job title as heading. No job title given explicitly; it's "IT Lead". We shouldn't repeat that as heading. We need to output only HTML fragment. Let's craft:

  About the role

  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. 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.

  Then responsibilities:

  Responsibilities

  • 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 hires, workforce ramp-ups, and site expansions.
  • Security, compliance & metrics 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.
  • People & team development 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.
  Then requirements:

  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.
  • Experience with physical security/access platforms (Avigilon, UniFi, OpenPath) strongly preferred.
  • 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.
  We should not include sections like Benefits, Pay, Schedule. We also need to ensure we didn't include any boilerplate like EEO statement. We omitted that. We also omitted the later paragraphs about ShipMonk, Why ShipMonk?, Core Values. Are those substantive? They are company overview. Might be considered part of About the role? But we already have About the role intro. Could we add a second paragraph under About the role containing that info? The instruction: Preserve ALL substantive information. So we should include that info somewhere. We could add another

  under About the role after the intro paragraph, containing the company overview. Let's do that. Thus About the role will have two paragraphs: first about role, second about company. Let's craft second paragraph: "We 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